How to attract Finnish customer to X restaurant Helsinki
Hoang, Phuong Thi (2019)
Lataukset:
Hoang, Phuong Thi
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019101019816
https://urn.fi/URN:NBN:fi:amk-2019101019816
Tiivistelmä
As a kind of rewarding and enjoying life after busy working days or week, nowadays it is becom-ing a trend that many Finnish customers, even from capital areas coming to the hotel to have “staycation” or just simply a romantic treat. A Nordic hotel chains setting a foot on Finland 3 years ago has been achieving a huge success in Finnish market. Considering local guests are their target customers, Y hotel is trying to draw locals’ attention and get them to the hotel, especially the restaurant. For that reason, this thesis work is carried out in order to help to company get closer to their target.
Eating out is nowadays more and more popular among the Finns not only because of a raise in incomes but also a boom in restaurants. Understanding the harshness of this competitive indus-try, the author concentrates more on studying about customer service and satisfaction because she believes that the food itself cannot win this targeted customer group but the service and the feeling a service bring to them. Marketing is also considered as a powerful tool to attract customers, however the author aims to spread the good of the restaurant by the “word of mouth”, from the customers who experience the service in X restaurant.
The knowledge background of this thesis is approached through theoretical books, company documents and online articles concentrating on customers’ experience, expectation, retention and satisfaction and basic knowledge about marketing. The thesis is also carried out by using research methods which are benchmarking, interview, observation and company’s customer surveys to find out the best way to persuade the Finns to use services at the X restaurant.
The result of the research project gives the author a through look and understanding about customers’ requirements and all the factors which affect customers’ feelings and point of views on a service and product. As a result, the author provides service guidelines for the restaurant which helps to encourage restaurant workers to contribute fully and effectively on the success of the business by offering outstanding attentive customer service to the guest. Through that X restaurant can differentiate itself from other competitor on the field and be a favourite place for the Finns to come.
Eating out is nowadays more and more popular among the Finns not only because of a raise in incomes but also a boom in restaurants. Understanding the harshness of this competitive indus-try, the author concentrates more on studying about customer service and satisfaction because she believes that the food itself cannot win this targeted customer group but the service and the feeling a service bring to them. Marketing is also considered as a powerful tool to attract customers, however the author aims to spread the good of the restaurant by the “word of mouth”, from the customers who experience the service in X restaurant.
The knowledge background of this thesis is approached through theoretical books, company documents and online articles concentrating on customers’ experience, expectation, retention and satisfaction and basic knowledge about marketing. The thesis is also carried out by using research methods which are benchmarking, interview, observation and company’s customer surveys to find out the best way to persuade the Finns to use services at the X restaurant.
The result of the research project gives the author a through look and understanding about customers’ requirements and all the factors which affect customers’ feelings and point of views on a service and product. As a result, the author provides service guidelines for the restaurant which helps to encourage restaurant workers to contribute fully and effectively on the success of the business by offering outstanding attentive customer service to the guest. Through that X restaurant can differentiate itself from other competitor on the field and be a favourite place for the Finns to come.