How to improve hotel service? : Case: Leinon Apartments
Vargina, Viktoriia (2019)
Vargina, Viktoriia
Saimaan ammattikorkeakoulu
2019
Creative Commons Attribution-NonCommercial 1.0 Finland
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201901151295
https://urn.fi/URN:NBN:fi:amk-201901151295
Tiivistelmä
Customers’ feedback is of the most important factors in getting success in every business, because customers are the main source of profit creation.
No matter, if customers are satisfied or dissatisfied, their feedbacks are important to develop any kind of customer service. The main purpose of the thesis was to find out what customer service should be, what services are the most needed and customers’ opinions about already existing services in hotel Leinon Apartments. In this way, research was aimed to expand the feedback system, which is provided by Booking.com Company, and was intended to find customers’ satisfactions and dissatisfactions.
The information needed for the theoretical part of the thesis was gathered from the literature, the Internet, author’s personal expertise, and interviewing Salpa’s hotel manager, as this information was used as comparison aspect. Also, the feedback was collected during three months and analyzed for getting more information to understand customers’ needs.
The interview and feedback showed that majority of customers were satisfied with both places being situated in the fresh air, near lake, and there is possibility to go fishing. However, some customers were not satisfied, and they did not explain it.
No matter, if customers are satisfied or dissatisfied, their feedbacks are important to develop any kind of customer service. The main purpose of the thesis was to find out what customer service should be, what services are the most needed and customers’ opinions about already existing services in hotel Leinon Apartments. In this way, research was aimed to expand the feedback system, which is provided by Booking.com Company, and was intended to find customers’ satisfactions and dissatisfactions.
The information needed for the theoretical part of the thesis was gathered from the literature, the Internet, author’s personal expertise, and interviewing Salpa’s hotel manager, as this information was used as comparison aspect. Also, the feedback was collected during three months and analyzed for getting more information to understand customers’ needs.
The interview and feedback showed that majority of customers were satisfied with both places being situated in the fresh air, near lake, and there is possibility to go fishing. However, some customers were not satisfied, and they did not explain it.