Hilton Hotels

Question: WriteResearch Report on customer Satisfaction at Hilton Hotels. Answer: From the research study, for the question "I enjoy staying in Hotels Hotel?", it is observed that about 3 customers or respondents gives the response as agree while 17 respondents gives the response as the agree. About ten respondents gives the response as neutral or neither agree nor disagree. For the question "My values of good customer service are satisfied with Hilton? it is observed that about four respondents gives the response as strongly disagree while four respondents gives the response as disagree. Also, it is observed as 22 respondents give the response as neutral. For the question "I enjoy the architecture of the Hilton Hotels?", it is observed that about five respondents are disagreeing while 25 respondents are neither disagree nor agree. For the question "I like the design of the lobby, facilities and rooms?", it is observed that about 8 respondents are strongly disagreeing while four respondents are disagreeing. It is observed as 18 customers or respondents are neither disagree nor agree. It is observed that nine customers are disagreeing with the size of the rooms while 21 respondents neither agree nor disagree for the size of the rooms. Introduction: The study of customer satisfaction in the service industry is very important for increasing the business. If the customer services are of high quality, this results in the increment of the number of customers and it has positive impact on the business. There are so many factors which are very important for the service industry. For this research study we want to see the different factors for the customer satisfaction at Hilton Hotel. We have to see the responses for the customers by arranging the short survey by using the questionnaire. Then we have to analyze this data by using the statistical methods and tools. We have to find out the correlation coefficients between the different variables under study. let us see this research study report in detail given as below: Research Question: For any research project, it is important to establish the research questions. By establishing research questions we get the proper guidelines for the research process. For this research study the res earch questions are summarised as below: How the respondents respond to the different factors or variables related to the customer service in the Hamilton Hotel?Is there any correlation exists between the different pairs of variables under study? Data Collection: The data collection is very important process in the research study and it provides the data for the statistical analysis (Hays, 1973). For this research study, we collect the data by selecting the 30 customers randomly at the Hamilton Hotel. Then by using the well prepared questionnaire the responses are collected from the respondents or customers. The likert scale is used for getting response from the respondents. After collecting the responses from respondents, the data is prepared in the tabular format for the further analysis. Research Methodology: For this research study, a data for the thirty customers is collected by using the random sampling method. After the collection of data, data is arranged in the tabular form for the further statistical analysis. Then for each variable or questions in the questionnaire a well organized frequency distributions are prepared by using excel or other software. Then the correlation is calculated for the some pairs of the variables. The use o f the proper research methodology provides the unbiased results for the study (Hays, 1973). The detail statistical analysis is explained in the next topic. Statistical Analysis:In this topic, we have to see the frequency distributions for the different variables included in the data set. Also, we have to see the correlation coefficients between the different variables. The statistical analysis is the key factor for the research process and it gives the verified results by mathematically (Moses, 1986). First of all we have to see the frequency distributions for the different variables given as below: The likert code 1 is used for strongly disagree and 5 is used for strongly agree. From above table, it is observed that about 3 customers or respondents gives the response as agree while 17 respondents gives the response as the agree. About ten respondents gives the response as neutral or neither agree nor disagree. Now, we have to see the frequency distribution for good customer service summarised as below: From the above table it is observed that about four respondents gives the response as strongly disagree while four respondents gives the response as disagree. Also, it is observed as 22 respondents give the response as neutral. Now, we have to see the frequency distribution for the question about the architecture which is given as below: I enjoy the architecture of the Hilton Hotels?It is observed that about five respondents are disagreeing while 25 respondents are neither disagree nor agree. The responses for the design of the lobby, facilities and rooms are summarised in the following table: I like the design of the lobby, facilities and rooms?From the above table it is observed that about 8 respondents are strongly disagreeing while four respondents are disagreeing. It is observed as 18 customers or respondents are neither disagree nor agree. The responses regarding the size of the room is summarised as below: The rooms are appropriate size?From the above ta ble it is observed that nine customers are disagreeing with the size of the rooms while 21 respondents neither agree nor disagree for the size of the rooms. The responses for the gym and pool facilities are summarised as below: The gym and pool facilities are for filling my needs?From the above table it is observed that 8 respondents gives the response as the disagree while 18 respondents gives the response as the neutral. It is also observed that four respondent gives the response as agree. Now, we have to see the responses for the current state of the Hilton hotels which are summarised in the following table: Overall the Hiltons hotels are in a good current state?From the above table, it is observed that four respondent are strongly disagree with the statement while six respondents are disagree with the statement. There are about 20 respondents who are neutral on the statement regarding the current state of the Hilton hotels. The responses collected for the question regarding the extraordinary services at the Hilton hotel employees are summarised as below: The services of the Hilton employees are in general extraordinary?From the table it is observed that about 23 respondents are disagreeing with the statement while seven respondents are neutral about the statement. The greetings of the Hilton employees are prompt?From this table it is observed that most of the correlation coefficients are weak in nature and it is observed that these correlation coefficients are not significant as the p-values are greater than the given level of significance or alpha value 0.05. Conclusions: 1. There is a very big scope for improving the services provided in the Hamilton Hotel as most of the respondent does not replay as best or strongly agree. 2. It is observed that most of the correlation coefficients are weak in nature and it is observed that these correlation coefficients are not significant as the p-values are greater than the given level of significance or alpha value 0.05. 3. For the question "I enjoy staying in Hotels Hotel?", it is observed that about 3 customers or respondents gives the response as agree while 17 respondents gives the response as the agree. About ten respondents gives the response as neutral or neither agree nor disagree. 4. For the question "My values of good customer service are satisfied with Hilton?", it is observed that about four respondents gives the response as strongly disagree while four respondents gives the response as disagree. Also, it is observed as 22 respondents give the response as neutral.5. For the question "I enjoy the arch itecture of the Hilton Hotels?", it is observed that about five respondents are disagreeing while 25 respondents are neither disagree nor agree. 6. For the question "I like the design of the lobby, facilities and rooms?", it is observed that about 8 respondents are strongly disagreeing while four respondents are disagreeing. It is observed as 18 customers or respondents are neither disagree nor agree. 7. It is observed that nine customers are disagreeing with the size of the rooms while 21 respondents neither agree nor disagree for the size of the rooms. References: Moses, Lincoln E. (1986) Think and Explain with Statistics, Addison-WesleyHays, William Lee, (1973) Statistics for the Social Sciences, Holt, Rinehart and WinstonRubin, Donald B.; Little, Roderick J. A., Statistical analysis with missing data, New York: Wiley 2002Mosteller, F., Tukey, J. W. (1977). Data analysis and regression. Boston: Addison-Wesley.Mann, Prem S. (1995). Introductory Statistics (2nd ed.). Wiley.