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You are to assume the role of a Market Research Consultant to undertake a research project. You have been asked by the senior manager of your firm to carry out a research project for the hotel industry in the UK. They are keen to understand the significance of service recovery impact on customer satisfaction.
Based on your project, you are expected to identify one overall research aim, and 2 ? 4 research objectives that will help guide your research project (e.g. literature review (800 word), research design, and data analysis). Then, you are required to develop an appropriate research design for collecting the primary data/materials including sampling . Finally, you have to conduct a primary research to gather primary data and perform an appropriate data analysis.
The literature review shows a sound awareness and understanding of the subject with appropriate and focused research questions being set in the context of a relevant body of knowledge. Research objectives reflect a clear sense of understanding and purpose.
i tried to do it by my self but it was really difficult please find below my research q and obj and my questionnaire. it need huge improvement and it is ok if you change all of it.
Research questions:
How does service recovery impact on customer satisfaction in Hotel industry in the UK?
How is service recovery important in the hotel industry in the UK?
Research Objectives:
To determine the impact of service recovery on customer satisfaction in Hotel industry in the UK
To determine the importance of service recovery in Hotel industry in the UK
Questionnaire:
Dear respondents,
I am seeking your participation survey on the relationship between customer satisfaction and service recovery in Hotel industry in the UK. If you ever faced any service failure and had a service recovery your answer will help me to clearly mark about this research. Thank you for your time and help.
Part 1. General information, please answer in the provided space of tick ? in that represents the right answer:
1- Age:
? 16- 24
? 25-35
? 35-46
? 46 or above
2- Gender:
? Male
? Female
3- Recovery strategies used by the Hotel was:
? A- Apology
? B- Correct the problem
? C- Immediate action
? D- Did nothing
? F- Compensation provided
4- In your opinion the Important factor for you in selecting Hotel:
? A- convenience
? B- Recommendation
? C- Previous experience
? D- Promotion, Advertisement
? F- Missing
Part 2. The following questions are to evaluate your attitudes towards Hotels. Please write the number that rightly expresses your level of agreement with the statement:
1 2 3 4 5
Strongly disagree Disagree Neutral Agree Strongly agree
1- I am satisfied with how the hotel staff resolve my problem:
?
2- The staff has a good communication skill to customer.
?
3- The staff has an always willing to Help the Guest:
?
4- The Hotel has a good feedback institution and recovery service:
?
5- Overall, I am satisfied with the service recovery I had?
?
6- I will definitely stay in the Hotel again?
?
7- I will definitely recommend this Hotel to my family and friends?
?
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