A research on guest satisfaction at Hotel St. George Helsinki
Phan, Lan (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020060115905
https://urn.fi/URN:NBN:fi:amk-2020060115905
Tiivistelmä
In the dynamic and highly competitive hospitality industry, customer satisfaction plays as a vital role to the success of a company. Together with the customer reviews at the physical property, online feedbacks from Online Travel Agents (OTAs) and review sites have con-tributed to the reputation and the chance to be booked of a hotel.
This research study aimed to understand the guest satisfaction and its relationship between customer perspective and management perspective at Hotel St. George. Hotel St. George, opened on 2nd May 2018 in the heart of Helsinki, is a new generation of luxury hotel where art, design and wellbeing are blended into an authentic experience.
To support the thesis, a variety of literatures and theoretical framework were presented such as customer satisfaction and its measurements, hotel segmentation and competitive set, customer review methods and channels. In addition, some of the most primary theories about customer expectation and satisfaction such as Service Operation Management, Ex-pectation Confirmation Theory and SERVQUAL instruments are examined. ReviewPro, a hotel online reputation management platform and its qualified customer satisfaction Global Review Index were also presented.
A mixed research method from both quantitative and qualitative was chosen to study cus-tomer satisfaction and management perspective at Hotel St. George. Data were collected by using ReviewPro, observation method and four in-depth interviews with Hotel St. George’s Heads of Departments. 1140 reviews were collected for the time period from April 2019 to April 2020. Reviews were collected from six leading OTAs and review sites: Book-ing.com, TripAdvisor, Hotels.com, Google, Expedia and Facebook.
The results showed that customers were generally very satisfied with their experience at Hotel St. George. The Global Review Index of the hotel was very high at 92,5 out of 100 and was most of the time above the average of the competitive indexes. The location, cleanliness and service scores were also very highly graded with relatively 96, 95 and 92 while customer found the hotel more expensive than the value of money. The value score was only 82. Management perspective towards customer satisfaction was studied and at the end of the results, a situational analysis of the hotel customer satisfaction was demon-strated. Suggestions for development ideas were also discussed to help Hotel St. George improve its guest satisfaction.
The thesis project started in November 2019 and ended in the middle of May 2020.
This research study aimed to understand the guest satisfaction and its relationship between customer perspective and management perspective at Hotel St. George. Hotel St. George, opened on 2nd May 2018 in the heart of Helsinki, is a new generation of luxury hotel where art, design and wellbeing are blended into an authentic experience.
To support the thesis, a variety of literatures and theoretical framework were presented such as customer satisfaction and its measurements, hotel segmentation and competitive set, customer review methods and channels. In addition, some of the most primary theories about customer expectation and satisfaction such as Service Operation Management, Ex-pectation Confirmation Theory and SERVQUAL instruments are examined. ReviewPro, a hotel online reputation management platform and its qualified customer satisfaction Global Review Index were also presented.
A mixed research method from both quantitative and qualitative was chosen to study cus-tomer satisfaction and management perspective at Hotel St. George. Data were collected by using ReviewPro, observation method and four in-depth interviews with Hotel St. George’s Heads of Departments. 1140 reviews were collected for the time period from April 2019 to April 2020. Reviews were collected from six leading OTAs and review sites: Book-ing.com, TripAdvisor, Hotels.com, Google, Expedia and Facebook.
The results showed that customers were generally very satisfied with their experience at Hotel St. George. The Global Review Index of the hotel was very high at 92,5 out of 100 and was most of the time above the average of the competitive indexes. The location, cleanliness and service scores were also very highly graded with relatively 96, 95 and 92 while customer found the hotel more expensive than the value of money. The value score was only 82. Management perspective towards customer satisfaction was studied and at the end of the results, a situational analysis of the hotel customer satisfaction was demon-strated. Suggestions for development ideas were also discussed to help Hotel St. George improve its guest satisfaction.
The thesis project started in November 2019 and ended in the middle of May 2020.