Customer satisfaction research in Pyhä Ski Resort
Turunen, Tomi (2018)
Lataukset:
Turunen, Tomi
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018112317968
https://urn.fi/URN:NBN:fi:amk-2018112317968
Tiivistelmä
This Bachelor’s Thesis is a Customer satisfaction research in Pyhä Ski Resort, conducted between December 2017 and November 2018 and commissioned by Pyhätunturi Ltd. The objective of this thesis is to identify, how visitors experience the services offered by Pyhä Ski Resort. The research question of this thesis is, how satisfied are visitors with their visit and the services of Pyhä Ski Resort that they’ve used. A sub-target is to recognize with the use of service quality gaps, which services work well, and which ones have areas of improvement. Theoretical basis for this thesis consists of information on the commissioning company, cus- tomer satisfaction & service quality, service quality gaps and service quality model.
With a quantitative research with 481 participants, statistics of customer satisfaction in Pyhä Ski Resort were formed. The results of the survey showed, that most visitors in Pyhä Ski Re- sort are satisfied with their visit, with an overall average of 4.33 out of 5 on structured ques- tions and 99% of the respondents saying they would recommend visiting Pyhä Ski Resort. Relying on theoretical framework, recommendations for future development were given to increase customer satisfaction in the future. The recommendations included further training of staff, investing in new lifts, continuing the improvement of slopes, signs, guidance and snow parks, focusing on environmental issues, keeping the visitors well informed, improving ser- vice in rental shops and in the restaurant, establishing new products and developing the whole Pyhätunturi area in order to make it more efficient for the visitors.
The survey shows, that the biggest area of improvement in Pyhä Ski Resort is, that the visi- tors don’t feel that they are being recommended additional services enough in a way that it would be beneficial for them. Recommendations for future research include improving the questionnaires, adding in-depth interviews and continuing an on-going customer satisfaction research through oncoming years.
With a quantitative research with 481 participants, statistics of customer satisfaction in Pyhä Ski Resort were formed. The results of the survey showed, that most visitors in Pyhä Ski Re- sort are satisfied with their visit, with an overall average of 4.33 out of 5 on structured ques- tions and 99% of the respondents saying they would recommend visiting Pyhä Ski Resort. Relying on theoretical framework, recommendations for future development were given to increase customer satisfaction in the future. The recommendations included further training of staff, investing in new lifts, continuing the improvement of slopes, signs, guidance and snow parks, focusing on environmental issues, keeping the visitors well informed, improving ser- vice in rental shops and in the restaurant, establishing new products and developing the whole Pyhätunturi area in order to make it more efficient for the visitors.
The survey shows, that the biggest area of improvement in Pyhä Ski Resort is, that the visi- tors don’t feel that they are being recommended additional services enough in a way that it would be beneficial for them. Recommendations for future research include improving the questionnaires, adding in-depth interviews and continuing an on-going customer satisfaction research through oncoming years.