[Has Holiday Accommodation Become Divided By Budget Hotels and 5 Star Hotels?]

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ACKNOWLEDGEMENT

I would first like to express my gratitude for my research coordinator, colleagues, and peers and family whose immense and constant support has been a source of continuous guidance and inspiration.

DECLARATION

I [type your full first names & surname here], declare that the following dissertation/thesis and its entire content has been an individual, unaided effort and has not been submitted or published before. Furthermore, it reflects my opinion and take on the topic and is does not represent the opinion of the University.

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TABLE OF CONTENTS

ACKNOWLEDGEMENTii

DECLARATIONiii

CHAPTER 01: INTRODCUTION1

Background1

Research Questions2

Aims and Objectives2

Reliability and Validity2

CHAPTER 02: LITERATURE REVIEW4

The Characteristics of Customer Satisfaction in Hotels4

CHAPTER 03: METHODOLOGY10

Research Design10

Literature Search11

Inclusion and Exclusion Criteria11

Research Questions12

Generalizability13

Ethical Considerations14

References16

CHAPTER 01: INTRODUCTION

Background

The organization is successful when it is able to attract a customer and then retain him. Holiday accommodation is one thing that is dependent hugely upon the factor of price and the customer experience management. The loyalty of customer to a hotel lies in the type of the products being delivered and the value that is offered to him against the amount of money he is paying. Customer loyalty in hotel industry is dependent upon two factors, firstly the availability of the products from which the customer is able to make a choice and secondly a desire from the side of customer for the product. In holiday accommodation these two factors are of vital importance for the budget hotels as well as the 5 star hotels because this shapes the demand of the customers for the hotel keeping in view the factor of affordability. In hotels mostly people make the choice of hotels dependent upon their experience and the already spread up word of mouth about the hotel too. The factors that contribute to this experience are:

Price sensitivity

Customer service

Location

Food

Cleanliness

Facilities

Research Questions

The research aims at answering the following questions:

What are the factors that shape the choice of customer for hotel for the purpose of holiday accommodation?

How do customers differentiate between the budget hotels and 5 star hotels

How are different attributes impacting the demand of 5 star hotels and budget hotels?

Is there a demand for in-betweens?

Aims and Objectives

The purpose of the research is to find out various factors that affect the demand for 5 star hotels and budget hotels and is there a possibility of having in-betweens.

Reliability and Validity

The term bias is a historically unfriendly pejorative frequently directed at action research. As much as possible, the absence of bias constitutes conditions in which reliability and validity can increase. Most vulnerable to charges of bias are action research inquiries with a low saturation point (i.e., a small N), limited interrater reliability, and unclear data triangulation. Positivist studies make attempts to control external variables that may bias data; interpretivist studies contend that it is erroneous to assume that it is possible to do any research—particularly human science research— that is uncontaminated by personal and political sympathies and that bias can occur in the laboratory as well as in the ...