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Bms 1201 Assignment Two - 2025

The document outlines an assignment for a course on Technical Communication Skills for Business, focusing on customer satisfaction in the hospitality industry. It details the research objectives, methodologies, and ethical considerations involved in studying customer experiences in luxury hotels. Additionally, it includes tasks related to research components, Harvard referencing, and the importance of informed consent in research involving human subjects.

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6 views

Bms 1201 Assignment Two - 2025

The document outlines an assignment for a course on Technical Communication Skills for Business, focusing on customer satisfaction in the hospitality industry. It details the research objectives, methodologies, and ethical considerations involved in studying customer experiences in luxury hotels. Additionally, it includes tasks related to research components, Harvard referencing, and the importance of informed consent in research involving human subjects.

Uploaded by

tatendamatiwa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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HARARE INSTITUTE OF TECHNOLOGY

SCHOOL OF BUSINESS AND MANAGEMENT SCIENCES

BMS 1201: Technical Communication Skills for Business 1I

ASSIGNMENT TWO DUE DATE: 12 MARCH 2025

INSTRUCTIONS:

(1). ANSWER ALL QUESTIONS.

(2). NEATLY TYPE YOUR ANSWERS AND SUBMIT HARDCOPY.

(3). STUDENT ID NUMBER AND NAMES SHOULD APPEAR ON THE FRONT PAGE.

(4). NB - LATE AND UNTYPED SUBMISSION WILL NOT BE ACCEPTED.

(5). MAXIMUM LENGTH THREE (3) A4 PAGES

1). Exploring Customer Satisfaction in the Hospitality Industry

A hospitality research team is conducting a study on customer satisfaction in luxury hotels. The objective is to
understand key factors influencing customer experiences and how technological advancements, such as AI-driven
chatbots and personalized services impact overall customer satisfaction. The research aims to provide
recommendations for improving service quality while considering ontological, epistemological and axiological
elements.

The researchers have chosen positivism, interpretivism and transformative world views to guide their study. They
plan to use surveys to collect quantitative numerical satisfaction ratings and interviews to gain qualitative insights
into customer emotions and expectations and a mix of the two where suitable. To ensure comprehensive data, the
researchers employ multiple techniques including online and in-person surveys targeting guests from various
demographics, social media sentiment analysis to capture unsolicited customer opinions, observational studies in
hotel lobbies and restaurants to assess customer-staff interactions. Issues arise in the study, including ensuring
participants understand and agree with how their data will be used, anonymizing customer feedback to prevent
identification and avoiding biased questions that may lead to skewed results or harm the participants. The team
employs various technological tools at the various stages of the study including AI-driven sentiment analysis for
processing large volumes of customer reviews, statistical software, SPSS and Python and machine learning
models to predict customer satisfaction trends.

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Required

Analyse the table below then indicate the variable(s) that fall under each identified research element. [12]

Research Element Research Components


i. Research Branches
ii. Research Paradigm/Framework
iii. Research Design
iv. Research Methodology/Approach
v. Research Instrument
vi. Technological Tools

2. "Code Referencing in Research"

You are conducting the study “Exploring Customer Satisfaction in the Hospitality Industry” that involves
analyzing customer sentiment using technological models. As part of your research, you utilize multiple
external sources as references.

Required

i. Explanation each of the 6-Codes used in Harvard Referencing. [3]


ii. With the aid of an appropriate book source example, describe how you would appropriately reference
and acknowledge the sources in your research paper, following ethical and academic integrity standards.
[3]

3. Discuss the significance of getting informed consent when dealing with human beings in research. [7]

END OF PAPER

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