Customer Experience in Tourist Information Office – Case: Porvoo Summer Info
Roininen, Jenni (2016)
Roininen, Jenni
Haaga-Helia ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016110815877
https://urn.fi/URN:NBN:fi:amk-2016110815877
Tiivistelmä
This thesis studies the customer experience in Porvoo Summer Info in the city of Porvoo, Finland. The main purpose is to find how regular tourists finds Porvoo Summer Info’s services, how their general habits related to tourist information offices look like, and how factors such as location affect their image of the info.
The theoretical frame of the research introduces the theory of customer experience and tourist information offices. In order to get a deeper understanding of the journey and experience of a customer, a survey was conducted to the visitors of Porvoo Summer Info.
The empirical part begins with describing qualitative method which is used in this research. It also includes a description of questionnaire and how the data was collected. Validity and reliability are explained and discussed from the point of this research.
Finally, the results, conclusions and suggestions for development and further research are presented in detail. The results were analysed by using Webropol online survey tool. Most important findings of the research were that most of the tourists still want to visit tourist information offices even a lot of information is provided on the internet. It was discovered that an info without staff would not be a good info. Indeed, tourists look for customer service, tips, maps, and local knowledge. It was also discovered that Porvoo Summer Info is easy to reach, tourists find what they are looking for from there and the location is good as well. Finally, suggestions for improvement are provided to the commissioner.
The research was conducted in Porvoo Summer Tourist Info by interviewing tourists face-to-face at the info. The questionnaire received 34 responses. Data collection was done in August and September in 2016.
The theoretical frame of the research introduces the theory of customer experience and tourist information offices. In order to get a deeper understanding of the journey and experience of a customer, a survey was conducted to the visitors of Porvoo Summer Info.
The empirical part begins with describing qualitative method which is used in this research. It also includes a description of questionnaire and how the data was collected. Validity and reliability are explained and discussed from the point of this research.
Finally, the results, conclusions and suggestions for development and further research are presented in detail. The results were analysed by using Webropol online survey tool. Most important findings of the research were that most of the tourists still want to visit tourist information offices even a lot of information is provided on the internet. It was discovered that an info without staff would not be a good info. Indeed, tourists look for customer service, tips, maps, and local knowledge. It was also discovered that Porvoo Summer Info is easy to reach, tourists find what they are looking for from there and the location is good as well. Finally, suggestions for improvement are provided to the commissioner.
The research was conducted in Porvoo Summer Tourist Info by interviewing tourists face-to-face at the info. The questionnaire received 34 responses. Data collection was done in August and September in 2016.