Development of Hotel Services for Family Travellers to Improve Customer Experience Case: Original Sokos Hotel Arina, Oulu
Suomela, Elizaveta (2020)
Suomela, Elizaveta
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020060416862
https://urn.fi/URN:NBN:fi:amk-2020060416862
Tiivistelmä
The objective of thesis was to find out the current situation of additional hotel services, who are the hotel customers and how the hotel services should be developed in order to improve the customer experience in the hotel. In addition, thesis provides information on the factors affecting customer experience and quality of the hotel services from the perspective of family travelers. The target group of the study was the family customers with children staying at the hotel. Commissioner for thesis was Original Sokos Hotel Arina, Oulu.
To achieve this aim qualitative research was used, conducting a paper survey and product testing. The mix-method approach was used in this thesis. All data was collected during ski holiday weeks (9–10). To gain a good understanding of factors creating a successful customer experience and developing hotel services, many previous theoretical sources were used such as academic journal articles, books and statistical data. Product testing Onni Oravan Puuhakoulu was organized and carried out twice 28th of February and 6th of March. Product testing did not prove to be beneficial in terms of customer experience.
Present hotel services were analyzed, which revealed that marketing children services should be improved, as well as children playgrounds and the hotel public areas would need changes. However, the research results proved that in overall hotel customers are satisfied with customer experience and customer services at the hotel. The planned changes of hotel rooms are considered topical. In addition, the hotel should expand its cooperation with other companies in order to offer diverse range of activities to customers.
To achieve this aim qualitative research was used, conducting a paper survey and product testing. The mix-method approach was used in this thesis. All data was collected during ski holiday weeks (9–10). To gain a good understanding of factors creating a successful customer experience and developing hotel services, many previous theoretical sources were used such as academic journal articles, books and statistical data. Product testing Onni Oravan Puuhakoulu was organized and carried out twice 28th of February and 6th of March. Product testing did not prove to be beneficial in terms of customer experience.
Present hotel services were analyzed, which revealed that marketing children services should be improved, as well as children playgrounds and the hotel public areas would need changes. However, the research results proved that in overall hotel customers are satisfied with customer experience and customer services at the hotel. The planned changes of hotel rooms are considered topical. In addition, the hotel should expand its cooperation with other companies in order to offer diverse range of activities to customers.