Discuss About The Guest Increase Guest Satisfaction On Diners.
The report is prepared to discuss the impact of service quality according to the complaints and feedbacks provided by the guests for increasing the level of satisfaction among the guests on Diners. With the growing population and increased demands at hotels and restaurants, it is important to maintain proper quality and tastes of food and make sure to obtain their feedbacks, opinions and any complains made by them regarding the food items. This will facilitate changes and improvements in those areas for ensuring that the quality of services remains consistent and the guests remain satisfied on diners (Siu, Zhang and Yau 2013). The lack of service quality and unable to meet the performance standards and customers’ expectations is a huge issue, which needs to be resolved by gaining the feedbacks and complaints from the guests and prioritize on the areas to make necessary improvements.
The problem statement explores the dissatisfaction among the customers, which is due to the improper quality of services delivered. It has also resulted in multiple complaints made by the customers and the brand image and reputation are likely to get deteriorated as well. Complaints from the guests mean that the services are not up to the mark, which results in deteriorating the hotel’s image and reputation too. The problem statement is that the performances and features of the product or service provided by the hotels or restaurants have not been able to meet the expectations of the purchasers and thus the expected quality standards are not met too (Benckendorff and Zehrer 2013). At Union House restaurant, the waiters and waitresses were not properly carrying out their roles and responsibilities, which created negative effects on the restaurant and degraded the quality of services provided for the guests.
The scope of the project is demographic due to the purpose of assessing the responses of guests in the form of complaints in multiple hotels and restaurants in Australia. The demographic conditions are managed by focusing on several areas where the complaints from the guests are experienced regarding the poor quality of services offered there (Cook, Hsu and Marqua 2014).
The designing of research is considered as an important aspect of the research methodology that can be exploratory, explanatory and descriptive research designs. The research designs are managed at three basic levels including the core function, information requirements and methodology. The core function shows that the research design is based on pure research and the requirements for information shall consider among exploratory, explanatory and descriptive research designs (Prebensen, Chen and Uysal 2014). The methodology could be quantitative, qualitative or mixed methods. The core functions will allow for basic research that aims for expanding the existing base of scientific knowledge whereas the applied research focus on designing the research in such a manner that the practical questions can be answered. Basic research is theoretical while the applied research can allow for designing the research to remain practical and find solution to the concerned problem, i.e., poor quality service and customer complaints (Gu and Ye 2014). Thus, for the core functions, applied research design is more favorable.
Exploratory research design enables considering the hypothetical and theoretical ideas and creates scopes for conducting research in the future by making observations based on the existing theories and concepts. The descriptive research, on the other hand, will create scopes for exploring new areas and gain in-depth information about the research topic. The information is collected to determine the purpose and ways of conducting the research rather than understanding why the research will be conducted. It will not only expand the understanding and provide description of the various processes that will be managed during the research, but will also provide the information in a descriptive way (Creswell and Creswell 2017). The exploratory research will deal with the qualitative research data and thus information will be obtained for generating new ideas and hypothesis statement. The descriptive research design will be suitable for fulfilling the requirements of information through assessment of data and information via online surveys and quantitative data analysis (Min, Lim and Magnini 2015).
Mixed methods will be effective as it can integrate and analyze both qualitative and quantitative data and frame the research procedures to determine information about multiple perspectives based on a particular issue like poor quality service and complaints by guests due to lack of satisfaction (Mertens 2014).
Because of the mix methods, the data collection methods will help in collecting both qualitative and quantitative data. The primary data collection involves gathering both qualitative and quantitative data to create more scopes for accomplishing the research objectives. For the qualitative research, data should be collected by conducting in-depth interview with the managers of the organizations and by observing the participants and their responses regarding the research topic. Case studies related to the tourism and hospitality sector could be analyzed to draw relevant information and data (Weigold, Weigold and Russell 2013). The quantitative research should be done by conducting surveys, i.e., through distribution of survey questionnaires to the respondents and by sending emails or having telephonic conversations to obtain the responses. Structured interviews will be conducted with a homogenous group of people among a heterogeneous group of people. The secondary data will be collected by assessing the various journals, articles, internet websites and blogs related to the research topic.
The qualtrics survey allows asking certain questions based on which, the answers provided will be recorded as appropriate data. The questions must be open ended and there should be checklists that the respondents need to put tick mark on while rating the scales would assist in measuring the positive, negative and neutral responses. Ranking the questions will be done in the order of highest priority to the lowest priority (Brace 2018).
The probability sampling method includes random sampling where a smaller group of respondents will be selected among a large heterogeneous group of people. It is effective for gathering quantitative data though sometimes it can be difficult to select huge numbers of people randomly, which will be overcome with the use of non-probability sampling. The non-probability sampling technique will be favorable because it allows for managing the purposive and convenient sampling processes to collect appropriate data. One of the major advantages of this sampling procedure is that it enhances the chances of generating ideas and obtains feedbacks and is less costly too (Benckendorff and Zehrer 2013). The non-probability sampling techniques involve selecting the samples based on the accessibility and purposive judgment of the researcher. The managers of the originations will be provided with a perfect time when they can be available to conduct the interviews and obtain necessary information from them in the form of responses to the questions asked by the researcher to them. Purposive non-probability sampling could be used by determining the subjects that should fit for the research and the purpose of the research should be identified quite easily. The sample size will be chosen as 40 customers and 5 managers of the organizations within the tourism and hospitality industry (Mugera 2013).
The ethical issues mainly arise when the confidentiality of the respondents are not maintained or the important data and information will be disclosed. To maintain the ethical standards, the research project will be conducted only for academic purpose and not for any commercial benefits. The confidentiality of information and the respondents are to be maintained for ensuring that the research data is not exposed, which may fall in wrong hands. The validity and reliability of the research will be maintained by assessing the information from authenticated articles, journals and websites, which will contain accurate data and information regarding the research (Cook, Hsu and Marqua 2014).
The univariate form of analysis will be applied to the data where mean, median, mode can be obtained and the variables will play a major role in the analysis too. The variables here are the complaints of guests, improved service quality and guest satisfaction. The analysis of surveys will be done by presenting the data in the form of graphs, pie charts and tables while the analysis of data from the interviews will be presented in question answer format. SPSS tool could also be used alongside Excel sheets for representing the data and responses of the individuals in graphical formats and tables for easily understandable by the researcher (Ott and Longnecker 2015).
Reference list
Benckendorff, P. and Zehrer, A., 2013. A network analysis of tourism research. Annals of Tourism Research, 43, pp.121-149.
Brace, I., 2018. Questionnaire design: How to plan, structure and write survey material for effective market research. Kogan Page Publishers.
Cook, R.A., Hsu, C.H. and Marqua, J.J., 2014. Tourism: the business of hospitality and travel. Boston, MA: Pearson.
Creswell, J.W. and Creswell, J.D., 2017. Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Gu, B. and Ye, Q., 2014. First step in social media: Measuring the influence of online management responses on customer satisfaction. Production and Operations Management, 23(4), pp.570-582.
Mertens, D.M., 2014. Research and evaluation in education and psychology: Integrating diversity with quantitative, qualitative, and mixed methods. Sage publications.
Min, H., Lim, Y. and Magnini, V.P., 2015. Factors affecting customer satisfaction in responses to negative online hotel reviews: The impact of empathy, paraphrasing, and speed. Cornell Hospitality Quarterly, 56(2), pp.223-231.
Mugera, W., 2013. Non-probability sampling techniques. Research methods.
Ott, R.L. and Longnecker, M.T., 2015. An introduction to statistical methods and data analysis. Nelson Education.
Prebensen, N.K., Chen, J.S. and Uysal, M. eds., 2014. Creating experience value in tourism. Cabi.
Siu, N.Y.M., Zhang, T.J.F. and Yau, C.Y.J., 2013. The roles of justice and customer satisfaction in customer retention: A lesson from service recovery. Journal of Business Ethics, 114(4), pp.675-686.
Weigold, A., Weigold, I.K. and Russell, E.J., 2013. Examination of the equivalence of self-report survey-based paper-and-pencil and internet data collection methods. Psychological methods, 18(1), p.53.
Essay Writing Service Features
Our Experience
No matter how complex your assignment is, we can find the right professional for your specific task. Contact Essay is an essay writing company that hires only the smartest minds to help you with your projects. Our expertise allows us to provide students with high-quality academic writing, editing & proofreading services.
Free Features
Free revision policy
$10Free bibliography & reference
$8Free title page
$8Free formatting
$8How Our Essay Writing Service Works
First, you will need to complete an order form. It's not difficult but, in case there is anything you find not to be clear, you may always call us so that we can guide you through it. On the order form, you will need to include some basic information concerning your order: subject, topic, number of pages, etc. We also encourage our clients to upload any relevant information or sources that will help.
Complete the order form
Once we have all the information and instructions that we need, we select the most suitable writer for your assignment. While everything seems to be clear, the writer, who has complete knowledge of the subject, may need clarification from you. It is at that point that you would receive a call or email from us.
Writer’s assignment
As soon as the writer has finished, it will be delivered both to the website and to your email address so that you will not miss it. If your deadline is close at hand, we will place a call to you to make sure that you receive the paper on time.
Completing the order and download