Implementation of Brand Values in the Service Quality of a Hotel
McMenamin, Sonja (2014)
McMenamin, Sonja
Tampereen ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014120318290
https://urn.fi/URN:NBN:fi:amk-2014120318290
Tiivistelmä
A high standard service quality is expected by the consumers of today and it is essential for the company to gain compatible advantages over competitors. A brand indicates the qualities of the service. The aim of this thesis was to find out how the Original brand values are implemented in the service quality of the Original Sokos Hotel Ilves.
The objectives of this survey were to provide the hotel with a current insight on the awareness level of the Original brand values amongst the employees and their perception of the level of the service quality that the Original Sokos Hotel Ilves possesses.
The theoretical framework was written based on theories about service, service quality, services marketing and brand as well as on concepts relevant to the topic. The research method of this thesis was quantitative. A structured questionnaire survey was conducted and questionnaires were distributed to the employees of the Original Sokos Hotel Ilves. The survey results were analysed with the help of the concepts and theories used in this thesis.
The survey results and analyses can be found in the appendices of this thesis and they are not published due to privacy reasons. Confidential material has been excluded from the public report.
The objectives of this survey were to provide the hotel with a current insight on the awareness level of the Original brand values amongst the employees and their perception of the level of the service quality that the Original Sokos Hotel Ilves possesses.
The theoretical framework was written based on theories about service, service quality, services marketing and brand as well as on concepts relevant to the topic. The research method of this thesis was quantitative. A structured questionnaire survey was conducted and questionnaires were distributed to the employees of the Original Sokos Hotel Ilves. The survey results were analysed with the help of the concepts and theories used in this thesis.
The survey results and analyses can be found in the appendices of this thesis and they are not published due to privacy reasons. Confidential material has been excluded from the public report.