Customer satisfaction and service development for tour operator La Moet Phuket
Luukkonen, Sofia (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019053113882
https://urn.fi/URN:NBN:fi:amk-2019053113882
Tiivistelmä
The purpose of this thesis was to study La Moet Phuket operations to find out customer satisfaction and to find out how service and tour products could be developed. The idea was to find out how satisfied customers are in tours provided by La Moet Phuket. The main goal of this research was to get development ideas from the customers. The research was made in partnership with La Moet Phuket tour operator.
The work was commissioned for a Swedish owned tour operator La Moet Phuket, which is operating in southern Thailand. This research was carried out at the tours, by giving the opportunity to answer the questionnaire to over 18 years old customers. The questionnaire was created by the researcher and approved by the company manager. Customer satisfaction was one of the subjects in this research. Literature was red about customer satisfaction, customer service, development in tourism products and service, to support this research.
The main areas that were investigated in questionnaire general information and satisfaction levels on price, guide, service, boat facilities, food and drinks, transfer, swim and snorkelling stops and also the willingness to recommend the tour operator to a friend. Questionnaire was given to La Moet Phuket customers in March 2019. The customers had possibility to answer in all the three different tours of La Moet Phuket for 2 weeks. The results of the study show that most of the customers are satisfied in the tours of La Moet Phuket. As a result of the research some development suggestions were given from the respondents participated in this research. La Moet Phuket has good advantages in the sector and should focus on their tour quality, to be the number one in Phuket.
The work was commissioned for a Swedish owned tour operator La Moet Phuket, which is operating in southern Thailand. This research was carried out at the tours, by giving the opportunity to answer the questionnaire to over 18 years old customers. The questionnaire was created by the researcher and approved by the company manager. Customer satisfaction was one of the subjects in this research. Literature was red about customer satisfaction, customer service, development in tourism products and service, to support this research.
The main areas that were investigated in questionnaire general information and satisfaction levels on price, guide, service, boat facilities, food and drinks, transfer, swim and snorkelling stops and also the willingness to recommend the tour operator to a friend. Questionnaire was given to La Moet Phuket customers in March 2019. The customers had possibility to answer in all the three different tours of La Moet Phuket for 2 weeks. The results of the study show that most of the customers are satisfied in the tours of La Moet Phuket. As a result of the research some development suggestions were given from the respondents participated in this research. La Moet Phuket has good advantages in the sector and should focus on their tour quality, to be the number one in Phuket.