Essays on Customer Satisfaction: Case of Hilton Hotels Case Study

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The paper "Customer Satisfaction: Case of Hilton Hotels" is a good example of a marketing case study. The research develops a market survey evaluating the levels of service satisfaction by Hilton Hotels' consumers. In this regard, the research focuses on establishing their perception of the quality and nature of research adopted in the market. The global restaurants and accommodation market is increasingly growing competitive. The study by Thomassen (2007, p. 794) evidenced these facts. The study established that the industry has in the recent past experienced increased competition due to high profits generation and the free market entry and exit regulations adoption.

As such, the Hilton Hotels management establishes that in order to develop appropriate management service provision strategies, an evaluation of the consumers’ perception and feelings is imperative. Brunner and Siegrist (2011, p. 356) argued that consumer-oriented production is a new strategic approach through which organizations in the global market obtain increased market success rates in the industry. In this regard, the consumer satisfaction research survey aims at establishing a range of specific objectives namely Employee overall satisfaction level Employee comparison of the hotel's services quality with their competitors Employee services received quality ratings Potential recommendations and improvements offered in service delivery Based on the overall satisfaction evaluation and the subsequent specific objectives outlined above, the satisfaction survey intends to deliver quality information for the organizational executive management decision-making process. 2.0 Required Information and Use Information acquired based on the research objectives will enable the organization to deliver on a number of key issues.

Harrison and Shaw (2004, p. 397) argued on the merits of conducting organizational market evaluation surveys. The authors argued that such surveys result in a range of deliverables that improve overall organizational performance and status.

Similarly, the Hilton Hotels consumer satisfaction survey has a range of deliverables for the organization.


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