conclusion
The insignificant variables (corporate identity, public relation and trustworthiness) were excluded from equation 1. After excluding the insignificant variables from the model equation 1, the final equation becomes as follows;
Customer loyalty = α + 0.074 (Brand image) + 0.991 (Perceived quality) + €
The above equation suggests that a 1 unit increase in brand image is likely to result in 0.074 units increase customer loyalty. In comparison, 1 unit increase in perceived quality can result in 0.991 units increase in customer loyalty.
To further explore the results, the demographic variables’ data were cross-tabulated against the respondents’ responses regarding customer loyalty using SPSS. In this regards the five demographic variables; gender, age group, annual income, marital status and education level were cross-tabulated against the five questions regarding customer loyalty to know the difference between the customer loyalty of five-star hotels of UK based on demographic differences. The results of the cross-tabulation analysis are given in the appendix. The results are graphically presented in bar charts too, which are also given in the appendix.
The gender was cross-tabulated against question 1 to 5 of the questionnaire to identify the gender differences between male and female respondents’ responses regarding customer loyalty of five-star hotels of the UK. The results indicated that out of 100 males, 57% were extremely agreed that they stay at one hotel, while out of 100 females, 80% were extremely agreed they stay at one hotel. This shows that in comparison with a male, females were more agreed that they stayed at one hotel and were found to be more loyal towards their respective hotel brands.
The cross-tabulation results further indicated that out of 100 males, 53% agreed that they always say positive things about their respective hotel brand to other people. In contrast, out of 100 females, 77% were extremely agreed. Based on the results, the females were found to be in more agreement than males that they always say positive things about their respective hotel brand to other people.
It was further found that out of 100 males, 53% were extremely agreed that they recommend their hotel brand to others, however, out of 100 females, 74% were extremely agreed to this statement. This result also suggested that females were more in agreement than males to recommend their hotel brand to others.
Moreover, it was found that out of 100 males, 54% were extremely agreed that they don’t seek alternative hotel brands, while out of 100 females, 79% were extremely agreed to this statement. This result also suggested that females were more agreed than males that they don’t seek alternative hotel brands, and so were found to be more loyal than males.
Furthermore, it was identified that out of 100 male respondents 56% were extremely agreed that they would continue to go to the same hotel irrespective of the prices, however out of 100 females 79% were extremely agreed. Based on this result, it was clear that females were more agreed than males that they would continue to go to the same hotel irrespective of the prices, so females were found to be more loyal than males.
After cross tabulating ‘gender’ against the response of the 5 questions regarding customer loyalty the females were found to be more loyal customers of the five-star hotel brands than males as they were found to be more in agreement than the man that they stay at one hotel, always say positive things about their hotel brand to other people, recommend their hotel brand to others, don’t seek alternative hotel brands and would continue to go to the same hotel irrespective of the prices.
Afterward, the second demographic variable, ‘age groups’ was cross-tabulated against questions 1 to 5 of the questionnaire to identify the difference between the customer loyalty of customers of different age groups. The results indicated that out of 78 respondents between 20 to 35 years of age, 61.5% were extremely agreed that they stayed at one hotel. While out of 113 respondents who were between 36 to 60 years of age, 72.6% were extremely agreed that they always stay at one hotel. However, out of 9 respondents who were above 60 years of age, 77.8% agreed that they always stay at one hotel. This indicated that customers of 36-60 and above 60 age groups were more loyal to their hotel brands as they were keener to stay at a respective hotel brand.
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The third demographic variable, ‘annual income’ was cross-tabulated against questions 1 to 5 of the questionnaire to identify which of the customers were most loyal based on their respective annual income levels. The results indicated that out of 26 respondents who had annual income up to 30000 GBP, 84.6% were extremely agreed that they always stay at one hotel. However, out of 54 respondents who had annual income from 31000 to 50000 GBP, 98.1% agreed that they always stay at one hotel. Although out of 105 respondents had annual income from 50000 to 100000 GBP, 49.5% were extremely agreed that they always stay at one hotel. While out of 10 respondents who had annual income from 50000 to 1000000 GBP, 66.7% agreed that they always stay at one hotel. This indicated that customers of annual income levels from 31000 to 50000 GBP were more loyal to their hotel brands than the customers having other annual income levels.
Furthermore, the fourth demographic variable the ‘marital status’ was cross-tabulated against questions 1 to 5 of the questionnaire to understand the difference between married and unmarried respondents regarding customer loyalty of five-star hotels of the UK. The cross-tabulation analysis results indicated that out of 122 single respondents, 59.8% were extremely agreed that they stay at one hotel. However, out of 78 married respondents, around 82% of respondents agreed that they stay at one hotel. Thus, the married customers were more loyal to their hotel brands than unmarried customers because, in comparison, married customers prefer to stay at one hotel brand.
To proceed with the cross-tabulation results, out of 122 single respondents, 55.7% were extremely agreed upon always saying positive things about their hotel brands to other people. On the other hand, out of 78 married respondents, 79.5% were extremely agreed. Hence, upon evaluating the results, it can be said that married customers have more customer loyalty as they are in more agreement than singles. They always give positive feedback regarding their respective hotel brand to other people.
Subsequently, the fifth demographic variable, ‘education level’ was cross-tabulated against questions 1 to 5 of the questionnaire to identify which of the customers were most loyal based on their respective education levels. The results indicated that out of 50 respondents who were diploma holders, 67.6% were extremely agreed that they always stay at one hotel. While out of 64 respondents who were graduates, 69.6% were extremely agreed that they always stay at one hotel. Although out of 22 respondents who were masters, 68.8% were extremely agreed that they always stay at one hotel. However, out of 2 respondents with doctorates, 50% were extremely agreed to always stay at one hotel. This indicated that customers who were graduates were more loyal than the customers with diplomas, masters, or doctorates.
Moreover, 66.2% of the diploma holders were extremely agreed that they always say positive things about their hotel brand to other people. In comparison, 64.1% of the respondents who were graduates were extremely agreed. However, 65.5% of the respondents who had masters were extremely agreed, and 50% of the respondents who had doctorates agreed with the statement. Based on this result customers having masters were the most loyal customers of their respective five-star hotel brands.
In this subsection, the findings of this study are compared and contrasted with the literature to identify which of the past research supports the present research findings. This present study based on regression analysis suggested that brand image can have a significant positive effect on the customer loyalty of five-star hotels in the UK. This finding was supported by the research of Heung et al. (1996), who also suggested that the hotel’s brand image can play a vital role in preserving a high ratio of customer loyalty.
Moreover, this present study also suggested that perceived quality was the second factor that was found to have a significant positive effect on customer loyalty. The perceived quality was evaluated based on; service quality, comfort, staff courtesy, customer satisfaction, and service quality expectations. In this regard, Tat and Raymond (2000) research supports the findings of this study. The staff service quality was found to affect customer loyalty and the level of satisfaction. Teas (1994) had also found service quality to affect customer loyalty. However, Teas also found that staff empathy (staff courtesy) towards customers can also affect customer loyalty. The research of Rowley and Dawes (1999) also supports the finding of this present study. The users’ expectations about the quality and nature of the services affect customer loyalty. A study by Oberoi and Hales (1990) was found to agree with the present study’s findings, as they had found the quality of staff service to affect customer loyalty.
The customers who had bachelor degrees and the customers who had master degrees were more loyal to the customers who had a diploma or doctorate.
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By eliane el haber • nudhara yusuf, international & regional organizations.
‘Youth and Future Generations’ have been an overarching theme of the Summit of the Future since its conception in the 2021 Our Common Agenda (OCA) report, produced by UN Secretary-General Antonio Guterres in response to the UN’s 75th Anniversary Political Declaration . Today, this theme is captured as the fourth Chapter of the Summit’s chief outcome document, the Pact for the Future, which as of its third Revision , has four actions and an annexed Declaration on Future Generations . While a consistent message of the Pact’s process has been establishing a clear distinction between youth and future generations as two separate stakeholder groups, a core point of intersection in our impact toward youth and future generations is in the ‘ intergenerational multiplier effect’ –a concept introduced in Stimson’s 2022 Rethinking Global Cooperation report and worth further unpacking in the context of the Summit.
First, some background on where things stand as of the publication of this article. Chapter four of the Pact for the Future currently has four main actions:
(i) Action 37. We will invest in the social and economic development of children and young people so they can reach their full potential.
(ii) Action 38. We will promote, protect and respect the human rights of all young people and foster social inclusion and integration.
(iii) Action 39. We will strengthen meaningful youth participation at the national level.
(iv) Action 40. We will strengthen meaningful youth participation at the international level.
Action 40 also includes a call for contributions to the UN Youth Fund to facilitate stronger youth participation, as well as developing core principles for meaningful youth engagement across the UN system, in part building on the Youth2030 framework . Additionally, around the world due to the current polycrisis faced by global and national systems, millions of young people lack the essential conditions to realize their potential and human rights. To address these challenges, the Pact commits to investing in youth education, healthcare, and social protection, ensuring equitable access to opportunities. Education is positioned as a cornerstone for empowering youth, equipping them with crucial skills and knowledge necessary for effective participation in decision-making processes–true for both the Declaration on Future Generations and the Pact–building off the Transforming Education Summit that kicked off the series of OCA Summits back in 2022.
The fourth chapter of the pact is annexed with the Declaration on Future Generations (DFG), which at its third revision is structured with Guiding principles, Commitments, and Actions. The resources listed below from the Summit of the Future Information Clearing House Bulletin provide comparisons of the DFG across different revisions. Critically, the declaration defines what the international community, and the UN’s 193 Member States, understand ‘future generations’ to be, and our resultant duties toward them. This is an interesting commentary in itself on global governance’s circular approach to complex problems, given the Brundtland Commission defined Sustainable Development as “meeting the needs of the present without compromising the ability of future generations to meet their own needs,” back in 1987 and the 2016 Sustainable Development Goals were built on this definition, but it has taken us another 37 years to go back and define what we meant by future generations and thus secure our commitment toward them.
The relevance and impact of the commitments in Chapter 4, along with the Declaration on Future Generations, are, therefore, profound and essential for fostering sustainable development today and the sustainable futures of tomorrow. In the same way, we cannot discriminate between where people live, the Summit of the Future realizes that we cannot discriminate between when people live. This is the crux behind the intergenerational multiplier effect.
With every generation, our society multiplies both our positive and negative governance approaches and consequences. For example, the impact of conflict or economic crisis deepens with every generation, but so too does the benefit of a peace accord or investment in quality education. The horizontal inequalities of today (across ethnicity, race, caste, or gender), become the vertical inequalities of the next generation (across economic wealth, employment opportunities, and conflict situations). Equally, the investments made and policies implemented to reduce inequalities, through strategic foresight, data-driven decision-making, and a whole-of-society approach that includes civil society and the private sector, will land us on the positive side of that multiplier effect with more resilience per generation, more welfare, safety, and wellbeing.
The intergenerational multiplier effect is simply a model that connects the policies today with the impact of outcomes tomorrow. This is where the investment in young people becomes critical. With today’s youth representing the largest demographic in history, particularly in developing countries, their empowerment is crucial for driving positive societal change. Young people do not play a proximal role to future generations. Their agency is not that they are closer to future generations–every generation is a future generation (a future older, middle-aged, or younger generation). Instead, young people play a transitive role. Every generation yet to be born will be younger before they are older. Thus, if we set up the right positive multiplier effects for our young people, we set up every generation for success.
What is clear, is that with the number of tipping points the world faces today (from climate to conflict, to potential pandemics), the steepness of this multiplier is potentially the greatest it has been in history. We stand at the precipice of the last generations that can do something about challenges like climate change, and the first generations to consider how we face new risks and opportunities like artificial intelligence. All the while, we continue to fight the same challenges as our ancestors in increasing education, economic opportunities, and collective well-being.
Chapter four of the Pact for the Future and the annexed Declaration on Future Generations are key policy tools to help the global system concretize what our commitments and actions ought to be. The focus now needs to be on implementation and follow-through. Here, the 47th paragraph of the draft Declaration on Future Generations becomes the most critical. A Special Envoy for Future Generations, a high-level Forum on Future Generations, and a review report will be essential tools to ensure the ideas in the Declaration on Future Generations are not just ‘nice ideas’ but have an impact on the way we think about the three key pillars of the UN. Equally, the review of the Pact for the Future at the 83rd UN General Assembly session in 2028 must be complemented with action across multistakeholder partnerships such as ImPact Coalitions and other groups, across the next four years.
This is the UN leading a discussion to reframe how we think about the impact of our actions. It’s worth paying attention to.
Nudhara Yusuf is Executive Coordinator of the Global Governance Innovation Network at the Stimson Center and Co-Chair of the 2024 UN Civil Society Conference in Support of the Summit of the Future
Eliane el Haber is the Chapter 4 Analyst of the Summit of the Future Information Clearing House Bulletin and a Lebanese Education activist.
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CHAPTER FOUR DATA PRESENTATION, ANALYSIS AND ...
from this study. The analysis and interpretation of data is carried out in two phases. The. first part, which is based on the results of the questionnaire, deals with a quantitative. analysis of data. The second, which is based on the results of the interview and focus group. discussions, is a qualitative interpretation.
41 Chapter 4 DATA ANALYSIS AND RESEARCH ...
Chapter Four is the Chapter where the researcher shows how they have analyzed data. After analysis, data should be presented, interpreted and discussed. This...
In every research project, chapter four is the heart of the research work. Discover free project topics, research materials, educational resources and custom writing services. Get comprehensive support for your projects - Call us on +2348037664978 . Call Us: (+234) 08037664978 ...
Sharing an outline of chapter four and five general sections enables dissertation. online mentors teach how to write chapter four and five to dissertation students. Gathering and analyzing data should be fun; the student's passion clearly present in the. last two chapters of the dissertation.
In every research project, chapter four is the heart of the research work and sometimes, supervisors do not even start the reading of the research work from chapter one, but they jump to chapter ...
In an academic dissertation, chapter 4 is the data analysis chapter—the heart of the research project. That is where you will present the results of your research and analyze them in light of existing literature. In other words, this is where you will explain why your findings are significant and what they mean for the field as a whole.
The purpose of this chapter four in your final year project is to summarize the collected data and the statistical treatment, and or mechanics of analysis. The first paragraph should briefly restate the problem, taken from Chapter one, and explain the object of each experiment, question, or objective, point out salient results, and present ...
In this video, we will cover the essential principles of data analysis, including how to prepare and clean your data before analysis, and how to choose the a...
Chapter 4 Considerations. Topic 1: Chapter 4. How do you organize your chapter? Your chapter needs to be organized in a way that answers your research questions. The information must be organized in a way that is logical and easy to follow for your reader. You may describe your sample here if this is something that emerged from your data ...
Step 2: Express with an outline. You need to include additional information surrounding your argument, so the readers can answer follow-up questions and have additional details linked to your research question. Step 3: Develop your ideas in a draft. Once you have identified your main argument and have an outline, you need to structure the ...
CHAPTER FOUR. DATA ANALYSIS AND PRESENTATION OF RES EARCH FINDINGS 4.1 Introduction. The chapter contains presentation, analysis and dis cussion of the data collected by the researcher. during the ...
This video will explain briefly on how to write the Chapter 4 (Results and Discussion) and Chapter 5 (Conclusion) for your Research Project Report
Many scholars experience challenges in writing chapter 4 of their qualitative thesis, dissertation, or capstone project. This is because it requires one to report relevant findings and draw meaningful conclusions from non-numerical data. Also, it requires one to be conversant with the best techniques for analyzing qualitative data.
This lesson discusses the meaning of data analysis, presentation, interpretation and discussion of findings. Using example of a research title, the lesson wi...
Chapter 4 introduces you to the research process and its cornerstones. Every research project starts with an open-ended indirect research question, which is implicitly or explicitly accompanied by a research hypothesis. Often a research problem is substantiated by an ad-hoc hypothesis, which advances to a working hypothesis and ultimately will be developed into a scientific hypothesis.…
The chapter represents the best thinking of the student and the advising committee about how to answer the research questions being posed. So you can see that an incomplete understanding of the role of Chapter 3 can lead to a methodology full of gaps, creating the potential for the study to go off track, and not answer the research questions.
CHAPTER 4. H RESULTS AND ANALYSIS4.1 INTRODUCTIONThis chapter reviews the results and analysis of the qualitative data, the compilation of the questionnaire and the results and analysis of. the quantitative findings of the study. The findings are also discussed in the light of previous research findings and available literature, where ...
The results chapter in a dissertation or thesis (or any formal academic research piece) is where you objectively and neutrally present the findings of your qualitative analysis (or analyses if you used multiple qualitative analysis methods). This chapter can sometimes be combined with the discussion chapter (where you interpret the data and ...
Moreover, the frequency distribution analysis suggested three age groups; '20-35', '36-60' and 'Above 60'. 39% of the respondents belonged to the '20-35' age group, while 56.5% of the respondents belonged to the '36-60' age group and the remaining 4.5% belonged to the age group of 'Above 60'. Furthermore, the annual ...
The findings are presented below in figure 4.2 where Accountants represents. 15.4%, IT administrator 7.7%, Internal Auditor 6.2%, Customer 68.5% and Social. W elfare Evaluator represents 2.3% ...
Research, programs and projects, events, and institutional information. Search. ... Chapter four of the Pact for the Future and the annexed Declaration on Future Generations are key policy tools to help the global system concretize what our commitments and actions ought to be. The focus now needs to be on implementation and follow-through.