Research Project

Topics: Quality of service, Hotel, Customer / Pages: 29 (7113 words) / Published: Apr 1st, 2013
Da Nang University of Economics
Sunderland University Degree Programme
Unit 8: Research Project

Research Project Report

The Factors Which Effect Customer Satisfaction and Attract More Customers of Pacific Hotel



A project submitted in partial fulfillment of the requirement of
Unit 8: Research Project, BTEC HND Programme

June, 2010
Da Nang


Table of Contents i
Abstract ii
Acknowledgement iii
Chapter I. Introduction 1 1.1. Research Background 1 1.2. Statement of problem 2 1.3. Research Objectives 2 1.4. Research Questions and Hypotheses 3 1.5. Research Limitations 4 1.6. Research ethics 5 1.7. Action Plan 5
Chapter II. Literature Review 6
Chapter III. Research Methodology 8 3.1. Population 8 3.2. Sample 8 3.3. Sampling method 8 3.4 Data collection method 11 3.5 Data analysis method and tools 11
Chapter IV. Research Findings 11 4.1. Descriptive Statistics 12 4.2. Inferential Statistics 25
Chapter V. Conclusion 31
References 34
Appendices 35


Today, Marketing becomes useful tool in business. Without doing marketing, organizations cannot find out customers who will bring great benefits for their business. As competition continues to increase, businesses are forced to find new and innovative ways of creating and keeping new customers. They have to apply many marketing campaigns in order to maintain the high level of customer satisfaction. Few companies have realized the opportunity to improve the relationship with a customer while performing marketing research. Any direct contact, including customer satisfaction surveys, is an important opportunity to improve the relationship with customers. In this Research, it will find out some factors which effect customer satisfaction. It is a core strategy for Pacific, which provide hotel services. The Hotel is looking

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