Improving process of customer feedback collection at Hurghada Marriott Beach Resort
Ivanova, Alexandra (2016)
Ivanova, Alexandra
Haaga-Helia ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016121620793
https://urn.fi/URN:NBN:fi:amk-2016121620793
Tiivistelmä
The main purpose of this thesis is to analyze current methods of collecting customer feedback and its value for the hotel, in purpose of proposing an improvement plan. This thesis is commissioned by a 5 star hotel Hurghada Marriott Beach Resort in Hurghada, Egypt.
This report is divided into 6 parts: introduction, theoretical framework concerning customer feedback, satisfaction and loyalty, research methodology, empirical part, main result of the report - development plan - and research process evaluation. Information concerning com-missioner as well as research aims and questions are provided in the introduction. In order to achieve research aims theory on customer satisfaction, loyalty and feedback were studied and applied during research planning process. Research methodology and instruments are being explained in third chapter.
Qualitative research method was chosen to gather data regarding customer feedback collection process. Empirical part of the report consists of an in-depth interview with a manager of the hotel and social media analysis which allows specifying main advantages and disadvantages of social media channels used for on-line feedback collection.
Key findings of the report demonstrate strengths and weaknesses of current methods of gathering customer`s feedback as well as its importance and influence on daily operations of the hotel. Key results of this thesis are presented in chapter 5 in form of strategy for future development. Evaluation on research process is given in the end of the report.
This report is divided into 6 parts: introduction, theoretical framework concerning customer feedback, satisfaction and loyalty, research methodology, empirical part, main result of the report - development plan - and research process evaluation. Information concerning com-missioner as well as research aims and questions are provided in the introduction. In order to achieve research aims theory on customer satisfaction, loyalty and feedback were studied and applied during research planning process. Research methodology and instruments are being explained in third chapter.
Qualitative research method was chosen to gather data regarding customer feedback collection process. Empirical part of the report consists of an in-depth interview with a manager of the hotel and social media analysis which allows specifying main advantages and disadvantages of social media channels used for on-line feedback collection.
Key findings of the report demonstrate strengths and weaknesses of current methods of gathering customer`s feedback as well as its importance and influence on daily operations of the hotel. Key results of this thesis are presented in chapter 5 in form of strategy for future development. Evaluation on research process is given in the end of the report.