CUSTOMER SATISFACTION OF RUSSIAN TOURISTS, CASE VUOKATTI SKI RESORT
Panov, Gleb (2015)
Kajaanin ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-2015122021549
http://urn.fi/URN:NBN:fi:amk-2015122021549
Tiivistelmä
Customer satisfaction plays a significant role in modern business. If the consumer is satisfied with the product, he\she will purchase goods from exactly this company again. Another situation is in tourism. Even though tourism is business, the product is intangible, for example services, entertainment etc. The definition and the principle of satisfaction in tourism is different from business. To satisfy the tourist, the specific location should provide high-quality services, a variety of activities, have developed infrastructure and so on.
Vuokatti is one of the best ski resorts in Finland. The location is in the beautiful and breath-taking region Kainuu, in the Sotkamo municipality. In the year 2014, Vuokatti was visited by more than 500 000 tourists and 35 000 of them were Russians. Because of the fact that Russians are the biggest group of foreigners visiting Vuokatti, it is important to know about the general level of their satisfaction. Moreover, Vuokatti needs to know about the existing issues in the resort from the tourists’ point of view.
The methodology used in the research includes both qualitative and quantitative approaches in order to collect all the necessary data. Face-to-face video interviews and an online survey provide the clearest picture of the Vuokatti image and indicate the problems of the place.
By using the theoretical background, all the issues were classified by their nature. It gives to the Vuokatti resort a precise understanding of the future steps to be taken in the resort development.
Vuokatti is one of the best ski resorts in Finland. The location is in the beautiful and breath-taking region Kainuu, in the Sotkamo municipality. In the year 2014, Vuokatti was visited by more than 500 000 tourists and 35 000 of them were Russians. Because of the fact that Russians are the biggest group of foreigners visiting Vuokatti, it is important to know about the general level of their satisfaction. Moreover, Vuokatti needs to know about the existing issues in the resort from the tourists’ point of view.
The methodology used in the research includes both qualitative and quantitative approaches in order to collect all the necessary data. Face-to-face video interviews and an online survey provide the clearest picture of the Vuokatti image and indicate the problems of the place.
By using the theoretical background, all the issues were classified by their nature. It gives to the Vuokatti resort a precise understanding of the future steps to be taken in the resort development.