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Bettering the quality service at the Morcaster House Hotel: a critical analysis of Guests QuestionnairesReport prepared for Ms McTavishExecutive SummaryThis study was interested in understanding guest’s position of the Morcaster House Hotel to farther heighten the quality of service provided. The consequences revealed that although the bulk of respondents felt positive about the hotel, there were besides invitees which were non wholly satisfied with their stay at the Hotel.

A high proportion of respondents would non urge this hotel to friends, and besides felt that there was small to make in the country while remaining at the hotel. The mean figure of darks spent at the hotel varied between 7.5 for pleasance invitees and 2.5 for concern invitees. Area of the concern in demand of attending would include room cleanliness, merely under half of respondents felt that suites were non kept tidy and clean in all occasions.

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Having said this, it was subsequently noticed that, this inquiry might keep undependable informations as it is non clear to the reader and includes two inquiries in one.Recommendations were made as to how in future research betterments could be made to the design of the questionnaire to derive more from the research procedure.Contentss1.0Findings41.

1Hotel facilities42.0Sample assemblage critics52.1Recommendations for future research53.

0 Important notes and decision 6Appendix 17Appendix 28-9Bibliography101.0 FindingssThis portion of the study will concentrate on assorted associations that were found between replies to different inquiries while construing guest’s questionnaires. The analysis of the questionnaires was represented by pleasance and concern invitees, which for the intent of this undertaking have been coded consequently as Population 1 and Population 2. Each inquiry was subsequently analysed and compared to other inquiries posed to the clients. For uninterrupted success and enhanced quality service it will be of import that action is taken based on the undermentioned considerations made in this study.

For mention intents, a Data Summary Sheet, sketching the responses to each single inquiry has been provided and shown in Appendix 1.1.1 Hotel installationsWhile analyzing questionnaires it became clear that some countries of the concern could be improved on. The cleanliness of the suites, repasts times, metropolis amusement every bit good as staff attitude towards clients were all compared and contrasted based on the population type.The consequences revealed that the mean of Population 1, shown in Table 1.1 in Appendix 2, felt that the suites were non cleaned and tidy at all times ; while the bulk of Population 2 felt that they were. Just under half of the overall population were negative about the room cleanliness taking to do recommendations for future action.

Out of 64 questionnaires, 17 respondents felt that the repast times were non acceptable. Although it is merely a little per centum of the population, it would still go forth infinite for some betterment. When respondents were asked whether they felt that there was plenty to make in the metropolis, merely under half of the population stated that there wasn’t in fact much to make for them. Although this may non be linked straight to the hotel, all of these combined elements organize the experience of the clients stay and if negative it will necessarily hold an impact on their satisfaction and desire to return to the hotel. Furthermore, invitees were besides asked whether they felt that staff members were helpful during their stay. The bulk of the population thought that they were so helpful while merely a little per centum did non.2.0 Sample assemblage criticsThe usage of assemblage informations through questionnaires is possibly the best method to follow when the purpose is to pull a wider scope of the population every bit good as cod facts and analyze the relationship of one set of informations to another.

It is critical to pay peculiar attending when choosing inquiry type in question-writing, in the design, distribution and return of questionnaires ( Bell, 1999 ) . At the same clip, after analyzing the completed questionnaires a few concerns arose. The questionnaire design and format did non propose that readying and planning was made before manus. To be successful a questionnaire needs both a logical construction and well-thought–out inquiries ( Curwin and Slater, 2002 ) . The aims of the questionnaire could hold been possibly enhanced by holding more qualitative inquiries. It did non look that in this case the questionnaire was taking at any peculiar aim or research inquiry. By utilizing a superior graduated table, 4 of the inquiries asked could hold been portion of one individual inquiry, go forthing infinite to spread out on this or even inquire farther inquiries ( Saunders, Lewis, Thornhill, 1997 ) . Question 4 and 5 were non clear for the reader, and presented two inquiries in one that could hold easy made the informations undependable.

When utilizing likert graduated tables it is advisable non to include in-between statement as this may take respondents to choose for the easiest reply.2.1Recommendations for future researchEach response should be in future research, numerically coded for easy informations reading. One failing of this method used that has besides been identified is the chance of having uncomplete questionnaires, which could non be utilised farther to avoid being biased ( Morris, 2003 ) . One recommendation that might ensue utile for future research could be the usage of a brief, structured questionnaire on one peculiar country of involvement, i.e. on the eating house repasts. Concentrating on one country at any one clip, could ensue in a more accurate and dependable set of informations.

Questions should follow a certain order and be linked to each other every bit good as holding qualitative elements present. Furthermore, specific inquiries should be asked to derive more useable informations and a procedure of deriving samples should be in topographic point. It is besides recommended to restrict the replies with “yes” and “no” for illustration, as these might bring forth biased informations due to respondents experiencing forced to reply that peculiar inquiry. Promoting a invitee to finish a questionnaire, by for illustration supplying half monetary value room rates for their hereafter next stay, will assist with the research procedure but besides provide a 2nd chance to hold a invitees position on the installations and possibly measure whether any needful betterments were made.3.0Important notes and decisionWhile analyzing the questionnaires it became clear that the overall satisfaction with the hotel was positive nevertheless there was besides a little per centum of invitees that felt otherwise. It is of import non to undervalue these invitees and seek to larn from mistakes. As one of the old recommendations it could possibly assist to be selective and concentrate on any one country at the clip to derive more from the procedure.

Qualitative inquiries, as Likert and superior graduated tables, should be adopted more often to give more range to the research. Questionnaire planning will besides organize a critical portion during the research procedure as this will let making the set of aims in a more efficient manner. Enhancing objectiveness ensures the truth of the consequences and findings from research ( Mason, 1996 ) .APPENDIX 1

Data Summary Sheet
Quest. 3 Quest. 4 Quest. 5 Quest.

6

Quest. 7 Quest. 8 Quest. 9 Quest. 10
1 2 2 1 1 2 2 2 1
2 3 3 1 1 2 2 2 1
3 7 3 1 2 1 1 4 1
4 5 4 2 1 1 1 2 1
5 2 1 2 1 2 1 1 1
6 2 2 1 1 2 2 1 1
7 1 1 1 1 1 2 2 1
8 7 3 2 2 1 1 1 1
9 5 2 1 1 2 2 2 1
10 1 1 1 1 1 2 2 1
11 1 2 2 2 2 2 3 1
12 2 1 1 1 2 2 1 1
13 1 2 2 1 1 2 1 1
14 3 3 1 1 2 1 2 1
15 2 2 2 1 1 2 3 1
16 4 3 2 2 2 1 3 1
17 3 1 1 1 1 1 1 1
18 5 4 2 1 2 1 5 2
19 2 3 1 1 1 2 4 1
20 3 5 2 2 1 2 5 2
21 1 2 1 2 2 2 3 1
22 7 4 2 2 2 1 4 1
23 7 3 1 1 2 1 2 1
24 14 5 2 2 1 1 5 2
25 14 4 2 1 1 1 5 2
26 2 4 1 1 1 2 5 2
27 14 5 2 2 2 1 4 2
28 10 5 2 1 1 1 4 2
29 9 3 1 1 1 1 4 1
30 3 2 1 1 1 2 1 1
31 14 3 2 1 2 1 1 1
32 12 5 2 2 2 1 3 2
33 10 4 1 1 2 1 3 1
34 8 3 2 1 2 1 2 1
35 3 4 2 1 1 1 4 1
36 1 2 1 1 1 1 2 1
37 12 5 2 1 2 1 4 2
38 1 2 1 1 1 2 3 1
39 14 3 1 2 2 1 3 1
40 3 3 1 1 1 2 3 1
41 2 4 2 1 2 2 2 1
42 5 5 2 1 1 2 4 2
43 5 3 2 2 1 1 4 1
44 3 1 1 1 2 2 1 1
45 2 1 1 1 1 2 1 1
46 12 5 2 2 2 1 5 2
47 12 3 1 1 2 1 2 1
48 10 2 1 1 1 1 3 1
49 8 4 1 2 1 2 3 1
50 5 2 1 1 1 1 4 1
51 4 5 1 2 1 1 5 2
52 6 2 2 1 2 2 2 1
53 4 4 1 1 1 2 4 1
54 3 2 2 1 1 2 4 1
55 3 4 2 1 1 2 2 1
56 2 1 1 1 1 1 1 1
57 3 2 1 1 2 2 1 1
58 1 1 1 1 1 2 1 1
59 2 5 1 2 2 2 4 2
60 3 2 2 1 1 1 3 1
61 1 5 2 2 1 2 2 1
62 3 1 1 1 1 2 1 1
63 2 2 1 1 2 2 3 1
64 5 3 1 1 1 1 2 1

APPENDIX 21.0Average figure of darks spent at the Hotel( Q3 )

Average of Number of darks Type of invitee
Number of darks Population 1 Population 2 Grand Total
1 1 1 1
2 2 2 2
3 3 3 3
4 4 4 4
5 5 5 5
6 6 6
7 7 7
8 8 8 8
9 9 9
10 10 10
12 12 12
14 14 14
Grand Total 7.59375 2.59375 5.

09375

1.1How much invitees enjoyed their stay at the Hotel( Q4 )

Count of Population type Enjoyed stay
V.M. enjoyed Enjoyed a batch Enjoyed Not certain Did non bask
Population 1 3 4 12 6 7
Population 2 7 13 3 5 4
Grand Total 10 17 15 11 11

1.2Possible recommendations of the Hotel to friends( Q6 )

Count of population Would you urge the hotel
Population type Yes NO Grand Total
1 23 9 32
2 28 4 32
Grand Total 51 13 64

1.3Room cleanliness( Q5 )

Count of Population type Room cleanliness
Population type Yes NO Grand Total
1 14 18 32
2 22 10 32
Grand Total 36 28 64

1.4Timings of repasts available( Q6 )

Count of population Meal Timess
Population type 1 2
1 21 11 32
2 26 6 32
Grand Total 47 17 64

1.

5Thingss to make in the metropolis( Q7 )

Count of population Thingss to make
Population type 1 2 Grand Total
1 17 15 32
2 19 13 32
Grand Total 36 28 64

1.6How helpful was staff towards invitees( Q9 )

Count of Staff helpful Staff helpful
Population type 1 2 3 4 5
1 5 7 6 9 5
2 9 9 7 5 2
Grand Total 14 16 13 14 7

1.7Possible recommendations of the Hotel to friends( Q10 )

Count of population Would you urge the hotel
Population type Yes NO Grand Total
1 23 9 32
2 28 4 32
Grand Total 51 13 64

BibliographyBancroft, G. and O’Sullivan, G. ( 2000 ) “Foundations in Quantitative Business Techniques” , London: McGraw-HillBell, J. ( 1999 ) “Making Your Research Undertaking” , 3rdEdition, Buckingham: Open UniversityCurwin, J.

and Slater, R. ( 2002 ) “Quantitative Methods for Business Decisions” , 5ThursdayEd. , London: Thomson LearningMason, J. ( 1996 ) “Qualitative researching” , London: Sage PublicationsMorris, C. ( 2003 ) “Quantitative Approaches in Business Studies” , 6ThursdayEd. , Harlow: Prentice Hall Financial TimesSaunders, M. , Lewis, P. and Thornhill, A.

( 1997 ) ”Research Methods for Business Students” , London: Prentice Hall Financial TimesWhigham, D. ( 1998 ) “Quantitative Business Methods Using Excel” , Oxford University Press

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