Hotels: An Expansion of the Entertainment Platform

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ACKNOWLEDGEMENT

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DECLARATION

I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for the academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

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ABSTRACT

When a person decides to travel, he has a number of choices at hand, to select the hotel in which he will reside during the course of his stay at the desired place. In the past few decades, the environment of competition in UK hospitality industry has become very intense. Moreover, Customer satisfaction is considered a key element for a company's success in the market; a leading criterion in determining the quality of service or product to the customers; and it is also crucial for organizational survival. This research had an aim to focus on the impact of hotel facilities on the customers. Customer relations are known as of a greater value in the service industries than in the production industry. Research has shown that the different facilities provided by hotels in UK had made a great impact on the customer satisfaction. This research had discovered that the hotels in UK started focusing on providing entertainment in the 1990's and they had especially focused on the business travelers. Business travel in the Unites Kingdom has been vital for the different accomplishments of the hotel industry, since more than half of room nights were generated by business travellers' after 1990; especially, after the recent global financial crisis. Under strong economic conditions that supported more business travel in the late 1990's and early 2000's, it continued to be an important market for the hotel industry. They said that, even, in the difficult economic times after the financial crises, business travelers had ...