Customer Service and Customer Satisfaction Level of CheapSleep Hostels, Helsinki
Nguyen, Hoa (2016)
Nguyen, Hoa
Kajaanin ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201604084051
https://urn.fi/URN:NBN:fi:amk-201604084051
Tiivistelmä
This bachelor thesis was commissioned by CheapSleep hostels, Helsinki. CheapSleep is a young budget hostel having operated for 3,5 years located in Vallila, Helsinki. CheapSleep has recently considered opening a new business in Helsinki, as well as the metropolitan area. The aim of this dissertation is to examine the service concept and identify the customer satisfaction level by conducting a customer satisfaction survey while the author was working at the reception in CheapSleep hostels.
The theoretical part focused on the theory of customer service in terms of service concept and customer expectation levels. Customer satisfaction followed to explain the different levels of satisfied customer which then leads to dissatisfied customers and what kinds of reaction they might have. Finally, various accommodation types available in Helsinki were introduced to provide an overview of the city’s accommodation business.
The empirical research material was collected through a quantitative questionnaire directed at the guests staying in CheapSleep hostels in order to get clear responses on the present customer satisfaction and customer
service. The survey was conducted with the guests staying in the hostel from the end of October to December 2015. The thesis was written between December 2015 and March 2016.
The result of the thesis is expected to show the typical customers visiting CheapSleep and the guests’ evaluations of different parts or facilities of the hostel which could be improved to provide outstanding customer service.
The theoretical part focused on the theory of customer service in terms of service concept and customer expectation levels. Customer satisfaction followed to explain the different levels of satisfied customer which then leads to dissatisfied customers and what kinds of reaction they might have. Finally, various accommodation types available in Helsinki were introduced to provide an overview of the city’s accommodation business.
The empirical research material was collected through a quantitative questionnaire directed at the guests staying in CheapSleep hostels in order to get clear responses on the present customer satisfaction and customer
service. The survey was conducted with the guests staying in the hostel from the end of October to December 2015. The thesis was written between December 2015 and March 2016.
The result of the thesis is expected to show the typical customers visiting CheapSleep and the guests’ evaluations of different parts or facilities of the hostel which could be improved to provide outstanding customer service.