Customer satisfaction in the Hotel Leikari
Sirenek, Yulia (2020)
Sirenek, Yulia
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020091620477
https://urn.fi/URN:NBN:fi:amk-2020091620477
Tiivistelmä
This is a research thesis done in cooperation with a hotel. The thesis was conducted to examine current customer satisfaction in the Hotel Leikari. The purpose of the thesis is to find out information through a customer satisfaction survey. During previous years the number of clients has decreased and there is need to find what could be the reasons for that. One reason for that could be lowered/weakened customer satisfaction. With the help of customer satisfaction survey, the Hotel Leikari will get information about customer satisfaction to be able to develop services.
During the research, qualitative research method was used. For data collection, the method of survey was used. Moreover, the clients were asked to answer some questions in a free form. The study was carried out in the Hotel Leikari by handing out a questionnaire to the customers.
The results of the study show that the level of services in the Hotel Leikari must be improved. Based on the findings of the survey, the level of customers’ satisfaction at the site is not very high. Contrary to expectations, the results indicated that, in spite of a good location of the hotel and developed infrastructure, there are some drawbacks connected with work of the staff and range of entertainments. The recommendations made as s result of this study have been implemented in the current work and service of the Hotel Leikari. The results can be applied to other hotels with the same infrastructure and patterns of service. Further study is required to elaborate possible patterns of improving the clients’ satisfaction with the Hotel Leikari.
During the research, qualitative research method was used. For data collection, the method of survey was used. Moreover, the clients were asked to answer some questions in a free form. The study was carried out in the Hotel Leikari by handing out a questionnaire to the customers.
The results of the study show that the level of services in the Hotel Leikari must be improved. Based on the findings of the survey, the level of customers’ satisfaction at the site is not very high. Contrary to expectations, the results indicated that, in spite of a good location of the hotel and developed infrastructure, there are some drawbacks connected with work of the staff and range of entertainments. The recommendations made as s result of this study have been implemented in the current work and service of the Hotel Leikari. The results can be applied to other hotels with the same infrastructure and patterns of service. Further study is required to elaborate possible patterns of improving the clients’ satisfaction with the Hotel Leikari.