Hotels: An Expansion of the Entertainment Platform

By

ACKNOWLEDGEMENT

No words can express my appreciation and gratitude to my research advisor _______ through the course of this research, Professor _____has taught me numerous values that extend well beyond the realm of _________ (Your Subject Name). His emphasis on dedication to work and his valuable and practical insights of life are some of the major highlights of my education at The University _________. To Professor _____, I say with great respect, thank you very much.

It is a great honour for me to have Professor _______ on my dissertation committee. His insightful suggestions and comments are a major asset to this research. I learned so much from Professor ______, and I will always remember him as a truly superb teacher. To Professor _____, I am greatly indebted.

I would like to thank Professor ______ for his contribution to this research. Professor _____ has provided me with essential input and guidance as an outside member of my committee. His remarks and suggestions are greatly appreciated.

I would like to thank _____________ for the support they had provided me throughout the research project.

I would like to thank _____________ for their support and help in this research.

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.

Signed __________________ Date _________________

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

CHAPTER 1: INTRODUCTION1

1.1 Background of the Study1

1.2 Introduction2

1.3 Objectives2

1.4 Research Questions2

1.5 Rationale of the Study3

CHAPTER 2: LITERATURE REVIEW4

2.1 The Concept of Customer Satisfaction4

2.2 Importance of Customer Satisfaction5

2.3 In-room Entertainment Technologies5

2.4 Entertainment and Marketing Strategies6

2.5 Impact of Entertainment through Technology on Customers6

CHAPTER 3: METHODOLOGY8

3.1 Introduction8

3.2 Overview of Research Approach8

3.3 Research tool to be utilized9

3.3.1 Questionnaires9

3.3.2 Unstructured in-depth interviews9

REFERENCES11

CHAPTER 1: INTRODUCTION

1.1 Background of the Study

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. Therefore, it has become very important that the managers understand the needs, wants of their guests, and serve them in the best possible manner to ensure that they retain current customers and are able to attract new customers (Weaver, McCleary and Zhao 1993, 53). The latest trend in the UK hotel industry is that hotels have started to use the tool of technology for providing entertainment, so it gives more value-added service to their customers.

In the process, these hotels differentiated their services, have improved the level of customer satisfaction, and formed enduring relationship with their customers and created loyalty amongst their customers (Weaver and McCleary 1991, 29). The improvements in multimedia entertainment over the last few years has resulted in an increased acceptance by consumers and now this may heighten the importance ...