Guest expectations and Price-Quality ratio research in Hotel Sveitsi
Pärnänen, Amanda (2018)
Lataukset:
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018120420023
https://urn.fi/URN:NBN:fi:amk-2018120420023
Tiivistelmä
Hotel Sveitsi is a 4-star hotel located in Hyvinkää and belongs to a company called Primeho-tels. The entire hotel has gone through a renovation in the year of 2017. This thesis is based on research implemented in Hotel Sveitsi. The aim of the research is to find out what the customers’ expectations are and how Hotel Sveitsi can meet them. Another aim is to find out how the customers feel about the price-quality ratio of the renewed hotel.
Customers always arrive to the hotel with some expectations that have been created through marketing, familiar brands, previous experiences or by someone recommending the place. In order to keep customers satisfied the hotel has to meet or even exceed these expectations. To be able to do that the hotel has to understand their customers’ expectations.
In the hotel industry price gives a certain image about the quality of the service. If the price and the expectations are set too high the hotel can be found overpriced. In the hospitality industry quality and value are determined entirely by the guest. As soon as the quality is lower than the price, it can be fatal for the hotels business.
Hotel Sveitsi has 182 modern rooms and many services available in the same premises as well as in the area. Hotel Sveitsi aims to deliver high quality service to its guests and offers suitable accommodation for business and leisure travellers.
Customers of Hotel Sveitsi were interviewed with a questionnaire at the hotel. The question-naire was made with the help of Webropol and it included 15 questions related to customer profile, booking background, customer expectations and price-quality ratio. In total 87 guests took part in this research.
Results of this research were positive. Hotel Sveitsi has set expectations that they can meet and over half of the guests’ expectations were exceeded. The majority of the guests felt that they received value for their money. However, in the majority of questionnaires, quality was neither found higher nor lower than the price.
Hotel Sveitsi should focus on meeting and exceeding the repeat customer’s expectations that already experienced the renewed hotel and increase quality in order to increase prices.
Customers always arrive to the hotel with some expectations that have been created through marketing, familiar brands, previous experiences or by someone recommending the place. In order to keep customers satisfied the hotel has to meet or even exceed these expectations. To be able to do that the hotel has to understand their customers’ expectations.
In the hotel industry price gives a certain image about the quality of the service. If the price and the expectations are set too high the hotel can be found overpriced. In the hospitality industry quality and value are determined entirely by the guest. As soon as the quality is lower than the price, it can be fatal for the hotels business.
Hotel Sveitsi has 182 modern rooms and many services available in the same premises as well as in the area. Hotel Sveitsi aims to deliver high quality service to its guests and offers suitable accommodation for business and leisure travellers.
Customers of Hotel Sveitsi were interviewed with a questionnaire at the hotel. The question-naire was made with the help of Webropol and it included 15 questions related to customer profile, booking background, customer expectations and price-quality ratio. In total 87 guests took part in this research.
Results of this research were positive. Hotel Sveitsi has set expectations that they can meet and over half of the guests’ expectations were exceeded. The majority of the guests felt that they received value for their money. However, in the majority of questionnaires, quality was neither found higher nor lower than the price.
Hotel Sveitsi should focus on meeting and exceeding the repeat customer’s expectations that already experienced the renewed hotel and increase quality in order to increase prices.