Singgahsana Hotels is a well-known hotel in the world. Unfortunately, COVID-19 struct in 2020, that numb the tourism industry as a whole, especially when it was declared as pandemic. Once the phase from pandemic shifted to endemic, the Singgahsana wishes to conduct a study on the determinants of brand loyalty among Singgahsana Hotel customers. The Singgahsana organization estimates that 10% of its 2,600,000 Singgahsana Honors club members are loyal to the Singgahsana brand wherever they travel. However, the remaining members may choose other hotel brands at times. The organization wants to understand how to increase loyalty among the other 90% of club members.

a) Formulate the research problem (by explaining the independent variable/s and dependent variable) corresponding to the management decision problem. (10 marks)

b) Identify possible research questions and/or research objectives based on the definition of the above question.

(10 marks)

c) How would you conduct an Internet search for information? Explain in detail the literature review.

(10 marks)