Customer Satisfaction Research: A Case Study of Original Sokos Hotel Olympia Garden
Truong, Thuan (2016)
Laurea-ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016102415363
https://urn.fi/URN:NBN:fi:amk-2016102415363
Tiivistelmä
This thesis research was carried out at Original Sokos Hotel Olympia Garden in summer 2016. The case company is one of three Sokos Hotels located in St. Petersburg, Russia. The hotel aims to deliver a “Cosy living, smart working” environment to all the guests.
The thesis project examines customer satisfaction with different service aspects provided at Original Sokos Hotel Olympia Garden and the customers’ willingness to recommend the hotel to others. The thesis also analyzes the factors having an impact on customer satisfaction. Recommendations on improving service quality and making hotel guests more satisfied are ultimately proposed to Original Sokos Hotel Olympia Garden.
The theoretical background chapter reviews studies on customer satisfaction in the hotel industry. Various models that have been widely used to measure guest satisfaction level are discussed. Best practices to increase customer satisfaction at other hotels are summarized to give a basis for subsequent recommendations.
Case study and survey strategies were employed in the thesis research. Questionnaires were delivered to hotel guests in a self-administered manner or through structured interviews. The questionnaire provided quantitative and qualitative data, which were analyzed with respective methods.
The research results show that there was no statistically significant influence of gender, age, and purpose of the trip on customer satisfaction. Nevertheless, the findings reveal strong and very strong, positive correlations between several service aspects and customer overall satisfaction, customer satisfaction with the value of the price and their willingness to recommend the hotel.
The thesis also suggests several ways to improve customer satisfaction level at Original Sokos Hotel Olympia Garden based on the findings and reviewed best practices of other hotels. They are staff training, cleanliness, more interactions with guests, complaint management system and participating in international accreditation schemes.
The thesis project examines customer satisfaction with different service aspects provided at Original Sokos Hotel Olympia Garden and the customers’ willingness to recommend the hotel to others. The thesis also analyzes the factors having an impact on customer satisfaction. Recommendations on improving service quality and making hotel guests more satisfied are ultimately proposed to Original Sokos Hotel Olympia Garden.
The theoretical background chapter reviews studies on customer satisfaction in the hotel industry. Various models that have been widely used to measure guest satisfaction level are discussed. Best practices to increase customer satisfaction at other hotels are summarized to give a basis for subsequent recommendations.
Case study and survey strategies were employed in the thesis research. Questionnaires were delivered to hotel guests in a self-administered manner or through structured interviews. The questionnaire provided quantitative and qualitative data, which were analyzed with respective methods.
The research results show that there was no statistically significant influence of gender, age, and purpose of the trip on customer satisfaction. Nevertheless, the findings reveal strong and very strong, positive correlations between several service aspects and customer overall satisfaction, customer satisfaction with the value of the price and their willingness to recommend the hotel.
The thesis also suggests several ways to improve customer satisfaction level at Original Sokos Hotel Olympia Garden based on the findings and reviewed best practices of other hotels. They are staff training, cleanliness, more interactions with guests, complaint management system and participating in international accreditation schemes.