Customer satisfaction in service quality. Case company: Crowne Plaza St. Petersburg - Ligovsky
Trusova, Diana (2018)
Karelia-ammattikorkeakoulu (Pohjois-Karjalan ammattikorkeakoulu)
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018052610416
https://urn.fi/URN:NBN:fi:amk-2018052610416
Tiivistelmä
The hotel industry relies on an excellent level of service. Bad service may cause the loss of customers. Customers will not come back if they are not happy with the level of service business provided.
This thesis aims to explore customer satisfaction in service quality. This includes finding the definition of customer satisfaction and exploring the customer satisfaction in various customer groups in Crowne Plaza St. Petersburg- Ligovsky. The answers are discovered from relevant literature, previous researches and the case company.
The thesis is intended to help Crowne Plaza St. Petersburg- Ligovsky and other hotels interested to determine its customers’ levels of satisfaction and to improve its service quality according the findings in order to stay competitive on a market.
This thesis aims to explore customer satisfaction in service quality. This includes finding the definition of customer satisfaction and exploring the customer satisfaction in various customer groups in Crowne Plaza St. Petersburg- Ligovsky. The answers are discovered from relevant literature, previous researches and the case company.
The thesis is intended to help Crowne Plaza St. Petersburg- Ligovsky and other hotels interested to determine its customers’ levels of satisfaction and to improve its service quality according the findings in order to stay competitive on a market.