conducted on customer service

Introduction

The research proposal explores through various areas of the research to be conducted on customer service in the hotel service. The importance of the research will be to evaluate the core values which are normally followed in the customer service in the hotels. Customer service in the hotels is very pertinent in the hospitality field since it is what determines the outcome and productivity in the hotels. Good customer service in the hotels includes a wide range of services. Good customer service is the key to successful hotel business and that is why this research proposal will be of great importance I helping the researchers to establish the key secrets of building customer loyalty through provision of true customer service. Effective customer service in the hotel service creates a very rewarding customer satisfaction since it provides important information such as reservations, contact information as well as services (Creswell, 2003).

The structure that I have written this research proposal has sections such as introduction, research questions, the research methodology, research time frame, achievement after research as well as the reference section. This research proposal structure directed me in the research so as to achieve my goal of carrying out the intended research.

Research questions

1. Does customer care service have an effect on customer satisfaction and does customer care service determine whether the needs of customers are met?

2. Does quality customer service plays a role in the retention of customers and attracting of new customers?

3. Are the customer care services offered in hotels in the current day and era satisfactory as far as customer satisfaction is concerned?

4. Does the employee training program offered enhance better delivery of services to customers?

Research methodology

Research methodology is the procedure which can be applied by a researcher to facilitate the collection of data and information required form one to carry out the research. These are the techniques applied by the researcher to underpin the methods to be used in the collection of data for purposes of generating the hypothesis of the research.

The sampling site I have selected is Quest Caroline Springs. This is the guest satisfaction hotel that I have used to enable me to conduct my research. It will therefore be my sample site (Creswell, 2003).

The research methodologies used in my research includes the following;

1) Sampling approach

Sampling method of research method where the researcher takes a sample of what he intends to research on to be the basis of his research. The researcher then carries out an investigation on this sample in a bid to establish whether the sample has the key things he wants to find out. In application of this method, a sample of one of Quest Caroline Springs was useful. Through investigation of the customer services in the sample, the quality of customer services was identified. Some of the questions that can help in carrying out this investigation included questions on whether the customer services offered to guest in Quest Caroline Springs meets customer satisfaction. The sampling method provided information concerning this question since the sample included some of the customers at Quest Caroline Springs and inquired about the quality of services they got from the customer service department of the hotel.

Sampling some of the hotel customer service employees and guests found out whether they feel that the kind of services they offered to customers are meeting customer satisfaction or whether the customers have submitted any complaints as far as the customer service of the hotel is concerned is important too.

The advantage of using the sampling method is that it provided the researcher with quality first-hand information from hotel customers as well as some of the employees in the customer service department.

2) Interviews

This is a research method where there is a face to face discussion between the researcher and respondent. It was a very effective method in acquiring information from a number of customer service employees of a selected hotel. For instance, Quest Caroline springs customer service help desk. This interview helped in the collection of data on how the hotel customer services are administered and whether the hotel customer services meets customer satisfaction through the customer services they offer (Howell, 2013).

This method was very successful as simple and short-structured questions were used. This is because structured questions require direct and straight to the point answers. A mixture of open ended questions and closed questions was very useful and beneficial in this research. The interviewees, in this case some customers of the hotel and a number of employees from the customer service department of the hotel (Creswell, 2003).

The benefit of this research methodology was that it provided me with immediate feedback and was less time consuming. The information collected using this method was reliable since the method provided an opportunity for collection of first hand data which I was able to gauge access to the credibility of the information given by the interviewees.

3) Questionnaires

The use of questionnaires was effective strategy and method of acquiring information about customer service. Through questionnaires, first-hand information on this issue was acquired. The structuring of questionnaires in order to collect as much information as possible would be of great essence. The questionnaires were used to enquire information through phone calls of employees from hotel directories helped acquiring valuable information regarding hotel service. Using phone calls, the respondent gave answers to questions that would be well structured, short and precise (Howell, 2013).

The use or application of questionnaires as a method or strategy of acquiring information about service delivery would be done through email service. Sending guest satisfaction survey to guest would help acquire reliable information on hotel services. Emails of guest’s would be acquired from various directories and records in the hotel. For the use of emails to be effective in acquiring this information, the emails should be have direct answer questionnaires and have short and precise questions that use simple and easy to understand language. Long and complicated questions are likely to be boring to the respondent and even make them avoid giving responses to the questionnaires (Howell, 2013).

In the use of questionnaires as a method of acquiring information, the adoption of the best strategies in this method should be done in order to ensure that the respondents to the questionnaires give adequate information. In using questionnaires, the respondents should be individuals whose information and feedback cannot be questioned and more importantly, the respondents must have been in the hotel industry and the questionnaires will be sent to the guest who has stayed in the hotel.

	Intended	Eventual	Cause
Target Audience	Corporate Leisure	Corporate Leisure	NA
Sample Size	150-200	150	Guest refuses to give their email address
Location	Quest Caroline Springs	Quest Caroline Springs	NA
Research Instruments	Guest Survey Interview	150 sent, 37 received 2 interview with staff	NA

Research Time Frame

In conducting the research, each strategy will have its own time frame. The whole research should be conducted in a time period of approximately two months. If time is managed well and respondents are quick in their responses, the research will take much less time than expected (Howell, 2013).

Achievement after research

This section should be comprised of expected outcomes form conducting the research. Before any research is conducted, there are the hypotheses which are generated. This hypothesis is proved after the actual conducting of the research.

There are numerous achievements expected after this research. For example, after the research the hotel should be aware that the qualities of customer services they offer to the customers contribute to attraction of new customers as well as the retention of the existing customers. There should be a direct connection between the training programs in the hotel industry and the quality of services offered by the customer service to customers. To achieve customer satisfaction, Quest Caroline Springs ought to improve the quality of customer services offered in the hotel. The hotel should benefit from the research by being in a position to get a response concerning the quality of services it offers to its customers through the research and might also give information to improve the customer service from guest’s feedback. (Creswell, 2003).

Literature review