Customer Satisfaction of Families with Children at Nazar Collection Hotels
Pulkka, Milla; Pulkka, Milla (2019)
Pulkka, Milla
Pulkka, Milla
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019053113701
https://urn.fi/URN:NBN:fi:amk-2019053113701
Tiivistelmä
Family tourism is rapidly growing and developing in the tourism industry, for more and more families seek relaxation and experiences abroad. These days, international holidays are also considered a necessity rather than a luxury, which is why many families go abroad at least once a year. Today, it takes up approximately 30% of total leisure market travel, thus making it one of the most profitable fields in tourism. It is expected to be expanding even further during the years to come.
The aim of this thesis was to focus on customer satisfaction of families with children and to determine how well the expectations of the guests of Nazar Nordic AB were met at Nazar Collection hotels. The theoretical framework of this thesis consists of three main topics, which are the development of family tourism, customer satisfaction and service quality. The data was collected using mixed methods. A survey was handed out to the guests of Nazar Collection hotels that used Nazar’s clubs and other activities for children, and two activity guides were interviewed to gain better insights into the topic. The survey data was collected during October 2018 and the interviews were conducted in February 2019.
The analysis of the survey results revealed that the guests of Nazar are pleased with the activities that are offered to children, and that those activities played a major part for some of them to choose one of the Nazar Collection hotels as a place of stay during their holiday. On top of that, in the interviews it was concluded that most children enjoy the same activities, which could also be seen in the survey results.
The aim of this thesis was to focus on customer satisfaction of families with children and to determine how well the expectations of the guests of Nazar Nordic AB were met at Nazar Collection hotels. The theoretical framework of this thesis consists of three main topics, which are the development of family tourism, customer satisfaction and service quality. The data was collected using mixed methods. A survey was handed out to the guests of Nazar Collection hotels that used Nazar’s clubs and other activities for children, and two activity guides were interviewed to gain better insights into the topic. The survey data was collected during October 2018 and the interviews were conducted in February 2019.
The analysis of the survey results revealed that the guests of Nazar are pleased with the activities that are offered to children, and that those activities played a major part for some of them to choose one of the Nazar Collection hotels as a place of stay during their holiday. On top of that, in the interviews it was concluded that most children enjoy the same activities, which could also be seen in the survey results.