Service quality and customer satisfaction : case: Restel Hotels in Imatra and Lappeenranta

Abstract

This study is about service quality and Russian customers’ satisfaction at Restel hotel chain which is a partner of the study. The research was carried out at the hotels. The research is based on quantitative approach, but it also includes study based on qualitative approach. Three hundred questionnaire forms were delivered to the customers at the check-in time and returned by hotel guests to the hotel’s reception at check-out time. For better understanding of customers’ motivations and desires face-to-face interviewing was held. The theoretical part of the study consisted of related literature reviewing; hospitality industry related articles and magazines as well as information from Finnish Tourism Board, World Tourism Organization and Russian Tourism Board, and the analysing of Internet sources providing information and customers’ feedbacks of the hotels mentioned above.

The research was carried out in order to understand Russian customers’ perceptions and level of satisfaction. The study will help hotels management in improving service quality and fulfilling better customers’ expectations. The questionnaires were delivered to the hotels’ customers for collecting data from 8 April to 31 April 2010 and interviewing was held from 31 April to 07 May 2010. The study is considering all the services provided in the hotels, including restaurant services. The data was analysed with the help of SPSS programme and Excel.