Maintaining service quality through customer satisfaction : Case: Jugend home hotel, Pietarsaari.
Regmi, Ramesh (2013)
Regmi, Ramesh
Centria ammattikorkeakoulu (Keski-Pohjanmaan ammattikorkeakoulu)
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201305076785
https://urn.fi/URN:NBN:fi:amk-201305076785
Tiivistelmä
This thesis was written on the basis of importance of customer satisfaction in the hotel business. The level of customer satisfaction plays major role in terms of them choosing the same product again. As a higher level of satisfaction, a company gets a lot of benefits with repeated customers. Knowing customer satisfaction is an important aspect for the company. It helps a company to know the customers' needs or requirements and to design the service package according to their wishes. This report has presented how a person chooses the specific product or service to purchase, the importance of customer satisfaction, how customers get dissatisfied and what is the benefit to the organization and to the customer if customers are satisfied.
This thesis gave the general aspects of customer satisfaction, including comprehensive knowledge about customer satisfaction and a survey was conducted on the satisfaction of the customers of Jugend Home Hotel Pietarsaari are the two major theoretical and empirical part of this research. The practical instructor during this thesis process was Annika Hietala, the managing director of Jugend Home Hotel, Pietarsaari.
This thesis was conducted with a practical based research. According to this research subject quantitative research method was chosen. After a theoretical analysis this report was continued with the survey and analysis of the result of the customer satisfaction in Jugend Home Hotel. A close-ended questionnaire was distributed to the customers of Jugend Home Hotel, who were interested to participate in survey. After conducting the survey data was analyzed with the help of SPSS software. After interpreting and analyzing the data conclusion part was written according to the result. In appendix part, the questionnaire that was used on survey is presented.
This thesis gave the general aspects of customer satisfaction, including comprehensive knowledge about customer satisfaction and a survey was conducted on the satisfaction of the customers of Jugend Home Hotel Pietarsaari are the two major theoretical and empirical part of this research. The practical instructor during this thesis process was Annika Hietala, the managing director of Jugend Home Hotel, Pietarsaari.
This thesis was conducted with a practical based research. According to this research subject quantitative research method was chosen. After a theoretical analysis this report was continued with the survey and analysis of the result of the customer satisfaction in Jugend Home Hotel. A close-ended questionnaire was distributed to the customers of Jugend Home Hotel, who were interested to participate in survey. After conducting the survey data was analyzed with the help of SPSS software. After interpreting and analyzing the data conclusion part was written according to the result. In appendix part, the questionnaire that was used on survey is presented.