3.

12 Summary
The chapter here deals with the description of the research tools selection which will help
the researcher to continue with the research job smoothly. With the help of this chapter
the researcher has given the reader a good description of the various tools used and has
given the proper justification behind using those tools. The formation of the blueprint of
the research structure and the assessment of the time taken will help the researcher to
complete the research work on time.
Chapter 4: Data Interpretation and Data Analysis

4.1 Introduction
In this chapter the researcher will produce the analysed results of the collected data from
the customers and the managers of the Hilton hotel. The researcher for the better analysis
of the collected data applied the quantitative data analysis approach. To gather required
data from the sample population the researcher has framed quantitative questionnaires.
Personal details
Name :

_________

Age

____

Sex

_____

4.2 Quantitative questions for the customers

Q1: Are you satisfied with the services of the Hilton hotel?
Options

Number
Respondents

of Total

Number

Respondents

of Percentage
Response

Very satisfied

12

40

30%

Satisfied

14

40

35 %

Neutral

40

12.5 %

Dissatisfaction

40

15%

Very dissatisfied 3

40

7.5 %

of

Figure 7: Satisfaction level of the customers with Hilton hotel

This question was asked to the customers to understand the satisfaction level of the
customers with the services of the Hilton hotel. Out of the total 40 customers majority of
the customers that is around 30% of the customers are very happy and very satisfied with
the services of the hotel. So it can be said that the company can expect more than 30% of
the customers to be loyal towards the hotel and they would also recommend the same to
their friends. 35 % of the customers are of the opinion that they are happy and just
satisfied with the services of the hotel. From this it can be analyzed that this percentage of
customers will probably give a second visit to the hotel. Out of the sample size only 22 % of
the population is not happy with the services hence to gain the market share the hotel
needs to reduce this percentage to zero percent.
Q2: Is there any kind of problem which you have faced while residing in Hilton Hotels
anywhere?
Options

Number
Respondents

of Total

number

Respondents

of Percentage
Response

Yes

40

12.50 %

Neutral

15

40

37.50 %

No

20

40

50 %

of

This question was asked to the customers to analyse whether the rate of problems faced
by the customers with residing in the Hilton hotels and resorts. The data collected from the
answer of this question will help the researcher to understand varying level of the
satisfaction which is seen in the previous question. Out of total 40 customer 37.50 % of
customers were unresponsive on being asked this question. Hence it was difficult to
analyse whether they were satisfied or not. Around 50% of the total sample size confirmed
that they were satisfied with the services because they did not encounter any problem
during their stay in the hotel. A very least percentage of customers around 12.50 % opined
that they had faced certain problems while their stay at the hotel.
Q3: Do you agree that the hotel provides the best in class service keeping the
customers preferences in mind?
Options

Number
Respondents

of Total

number

Respondents

of Percentage
Response

Strongly Agree

25

40

62.50%

Agree

10

40

25.00%

Neutral

40

7.50%

of

Disagree

40

2.50%

Strongly Disagree

40

2.50%

On being asked whether the Hilton group of hotels provides the best class service or not
majority of the customers wagered to the point. They are of the opinion that the services
provided by the hotel at the different parts of the world are very good and are the best
compared to those provided by the other hotels of the same nature. Around 62.50% of the
customers are strongly agreeing to the point and around 25% is agreeing to the point
hence from the analysis of the answers given by the customers in this question the
researcher can reach o a conclusion that the quality of the services provided by the hotel is
high and the gap between the customers expectations and the customers perception in
getting reduced.
Q4: Do you agree that the use of modern technologies by Hilton Hotels enhanced
your experience?

Options

Number
Respondents

of Total

number

Respondents

of Percentage
Response

Strongly Agree

22

40

55%

Agree

40

22.50 %

Neutral

40

5%

of

Disagree

40

12.50 %

Strongly Disagree

40

5%

This question helped the researcher to understand the advantage which the hotel is getting
from the incorporation of the different new technologies for enhancing the experience of
the customers. The customers here who have already stay in the hotel are of the opinion
that the use of the modern infrastructure, the use of the high class technology to provide
prompt room service and the use of the technologies to record and mange the customers
data base are some of the helpful tools used by the hotel. Around 55 % of the customers
strongly agree that the use of these technologies have enhanced their experience. A total
of about 20 % of the customers are of the opinion that the use of the technologies didnt
make any change in the experience. 5% of the customers were neutral because they were
not aware of the technological changes and were not in a position to comment on that.
Q5: Do you agree that the Hotel manages the grievances and other issues very
professionally and provides value for customer?
Options
Strongly Agree

Number
Respondents
18

of Total

number

Respondents
40

of Percentage
Response
45.00%

of

Agree

13

40

32.50 %

Neutral

40

10.00%

Disagree

40

7.50%

Strongly Disagree

40

5.00%

Management of the grievances and the correct attention towards the solving of the
complaints are the two major objectives of any hospitality sector. Hence the researcher
asked this question to get a clear view on the satisfaction level of the grievance managed
by the hotel. On being asked about the opinion of the agreement or disagreement on the
factor 45 % of the customers were of the opinion that they strongly agree with the
researcher and 32.50% of the customers said that they generally agree with the researcher.
10 5 of the customers were neutral over the matter they are not sure about the fact and
are hence reluctant to give their opinions. Around 12.5% of the customers are of the
opinion that they disagree with the fact stated by the researcher.

4.3 Quantitative questions for the managers

Personal Details:
Name of the employee

: _________

Age

: ____

Sex

: _____

Designation

: ________

Department

: _________

Q1: Do you agree that technology can improve the coordination between the
projects and customer delivery?
Options

Number
Respondents

of Total

number

Respondents

of Percentage

of

Response

Strongly Agree

10

40%

Agree

10

20%

Neutral

10

20%

Disagree

10

10%

Strongly Disagree

10

10%

This question was asked to the mangers of the Hilton hotel to understand their view about
the implementation of the modern and improved technologies on the management of the
different projects. On being asked this question 40% of the mangers were of the opinion
that they strongly agree o the point mentioned by the researcher that the incorporation of

the technology for the management of the project has enhanced the quality of the services
provided to the customers. 20 % of the mangers were neutral about their opinion because
they didnt find it fit to comment on the workings of their own company. Whereas 10% each
were of the opinion that they either strongly disagree or just disagree with the fact of the
researcher. Among them some are of the opinion that the extensive uses of technologies
have increased the costs of the hotel.
Q2: According to you what can be the most important factors that will affect the
growth of projects in the Hotel?
Number

Options

Respondents

Time

of Total

number

Respondents

of Percentage
Response

10

20%

10

10%

10

30%

requirements for the 2

10

20%

10

20%

Length

of

the

Projects
Resource

Allocation

for the projects

Resource
projects
Demographic
positions
projects

of

the 2

of

The researcher asked this question to analyse the factors affecting the growth of the
project undertaken by the hotel. The factors mentioned here by the mangers have helped
the researcher to get an idea about the reasons contributing to the growth of the projects
in the hotel. The mangers here have mentioned the most important factors which they
consider for the effective completion of the project. Out of the five different factors around
30% of the managers are of the opinion that Resource allocation is an important factor
which contributes to the effective growth of the projects. The other important factors like
the time of the project, resource requirements and the demographic positions of the
project are considered as important by 20% of the mangers in each case. Only 10% of the
managers are of the opinion that the length of the project is also an important factor.
Q3: How you think the global projects can be managed more professionally without
hampering the guests experiences?
Number

Options
Proper

Respondents
resource

of Total

number

Respondents

of Percentage
Response

10

30%

10

50%

Through maintaining 2

10

20%

allocation
Through the use of
Technology

of

the time scale

The researcher here asked this question to the mangers to understand the effective ways
in which the hotel can manage its global projects without hampering the customer values.
Here 50% of the mangers are of the opinion that the company on this respect should use
the technology for the successful implementation of the global projects and this will not
reduce the quality of the services provided to the customers. 30% of the managers are of
the opinion that the hotel management should consider effective allocation of the
resources in respect of each project. This will help the company to retain its customer
service and will also help the hotel to procure the necessary financial support as required
to complete the project. Only 20% of the mangers are of the opinion that the hotel should
concentrate on the time scale required for the completion of the project.
Chapter 5: Conclusion and Recommendations

5.1 Introduction
In this chapter the researcher have produced the results of the data analysis and linked the
results with the prefixed objectives. The objective linking has been done so that the
relevance of the research can be produced very systematically. In the later part of this

chapter the researcher will put focus on the scope of the future research. Based on the
analysed outcomes the researcher will produce some of the probable recommendations
for the betterment of the project management and hotel operations for the Hilton Hotels.

5.2 Objective Linking

Objective 1: To identify the ways to improve the synchronization
between the projects through the involvement of the technology
The objective here is to understand the ways in which the hotel can improve the
synchronization between the projects through the implementation of the technologies. The
researcher here has linked this objective in the questionnaire in questions 4 and 1 in
thecustomers analysis and question 1 in the analysis of the managers. The questions 1
and 4 show the satisfaction level of the customers and the satisfaction which the
customers derive from the effective use of the technologies by the hotels. This has helped
the researcher to understand the purpose and the advantage which he hotel is deriving
from the extensive use of the technologies. Since the result is positive hence it can be said
that the use of technology is enhancing the customers satisfaction levels and is also
contributing into effective management of the project. The mangers are also on being
asked the question is seen to strongly agree to the fact that the use of the technology will
enhance not only the customers satisfaction levels but also create a link between the
projects and the customers service.

Objective 2: To analyze the project management issues which are

affecting the growth for Hilton Hotels in global market?
The objective of the researcher here is to analyze the factors which will affect the growth of
the project. The researcher here has linked the questions number 2 of the customers
questionnaire and also question number 2 of the managers questionnaire. The
objective here is to identify the factors which contribute to the effective growth of the
different projects undertaken by the hotel. In this respect the researcher tried to analyse
whether the customers are facing any problem during their stay at the hotel because this
will help the researcher to understand the effectiveness of the projects and will help the
researcher to understand that the factors as cited by the mangers actually contribute to
the effective management of the projects. The question asked to the mangers has helped
the researcher to understand the factors which the company thinks are important for
establishing the objective.

Objective 3: To develop a well synchronised project management

framework this will help The Hilton Hotels to manage their global
projects
The objective of the researcher here is to find the factors that will help in the development
of the global projects of the hotel. For this the researcher has incorporated the questions 5
and 3 of the customers questionnaire and question 3 of the mangers questionnaire.
The researcher in this respect by asking the question about providing the beast class
services to the customers was trying to analyse the effectiveness of the global projects thus
undertaken by hotel. The global projects in this respect includes the effective management
of the different customers from all over the world for managing the global customers the
hotel needs to undertake different CRM projects which would suit the needs of the
customers .In this respect for further clarification on the workings of the hotel the
researcher asked the fifth question to the customers which indicated that the hotel is
effectively managing the grievances of the customers. The mangers in this respect are
trying to analyse the factors which will affect the success of the global projects.

5.3 Recommendations
The researcher after the analysis of the primary data has reached certain conclusions and
according to the data collected is able to provide certain recommendations for the same.
The recommendations are as follows:

The management of the hotel needs to pay more attention to the procurement of
the resources required for the implementation of the projects. For doing this they need to
first plan out in details the quantity and the quality of each of the resource required for the
effective completion of the project. This will reduce their failure rates of the project.
The customer satisfaction can be increased with the help of more enhanced
technologies and the hotel should concentrate on lowering the cost so that the services of
the hotel can be afforded by all segments of customers.
The hotel also needs to increase its customer loyalty base. It s seen that although
majority of the customers are very satisfied with the service quality but still there are many
customers who are just satisfied and it is to be noted that percentage of customers will not
be loyal towards the hotel.
For increasing the customer loyalty level of Hilton group, the management of the
company should improve their CRM process and should try to minimise the gap between
the customers expectation and perception.

5.4 Future Scope of the Study

The project here is based on the assessment of the project management by the hospitality
sectors and for the purpose of easy assessment the researcher here has selected the
Hilton group of hotels as the case study. However this topic can also be analysed from the
customers point of view and be made to determine the problems faced by the customers.
The researcher alternatively could have also selected effective management of the
customers and the creation of the brand loyalty. Since the customers are the major base of
the hospitality hence an extensive study on the problems, expectations and the
perceptions of the customers can be conducted in future projects. If in future the topic is
revised and the assessments of the customers are done then it will help the Hilton group of
hotels to get a clear picture about the changes they need to make in their existing service
structure.

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