Special group client satisfaction in a private hotel

Abstract

The work was commissioned by a small private hotel in South Karelia. The purpose of the research was to study the special interest tourists staying at the hotel and to examine their opinions about the customer service. The thesis consisted of the aims for the theoretical and the empirical parts. The theoretical aims included finding and interpreting information about the subject. The empirical aims comprised the detailed study about the hotel’s facilities, service, meals, and general satisfaction.

This study was carried out on the premises of the hotel. The theoretical information for the thesis was gathered from the Internet and literature. The material about hotels, special interest tourism, qualitative research and customer satisfaction was analyzed. The empirical data was collected via personal observation and handing out questionnaires to the survey participants at the hotel.

The results of the research show the levels of the respondents’ satisfaction with the customer service they received at the hotel. Based on the findings, it was learned what the tourists were satisfied and dissatisfied with. Moreover, the results demonstrate the participants’ feedback and ideas for service development. The conclusions can be taken into account by the hotel management for the development of future customer service strategies.