Customer Satisfaction Loft Family Hotel
Bogdanovich, Varvara (2020)
Bogdanovich, Varvara
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020112524210
https://urn.fi/URN:NBN:fi:amk-2020112524210
Tiivistelmä
Customer satisfaction plays an important role in the hospitality business. In order to attract new customers and be unique in the market, it is necessary to be aware of what is the level of customer satisfaction the hotel has right now. The information about customer satisfaction can help to find out what are the main positive and negative perceptions about the hotel.
Loft Family Hotel was opened on the 1st of March in 2019 in the center of Imatra. The main purpose of the thesis is to estimate the present level of customer satisfaction, which can help to analyze what must be improved in the future.
A qualitative approach was used as a research method. The online and paper surveys were used for data collection. The results of the research showed that the level of customer satisfaction in the hotel is at a quite high level. However, some small negative perceptions still exist, but they can be easily improved in the future.
Loft Family Hotel was opened on the 1st of March in 2019 in the center of Imatra. The main purpose of the thesis is to estimate the present level of customer satisfaction, which can help to analyze what must be improved in the future.
A qualitative approach was used as a research method. The online and paper surveys were used for data collection. The results of the research showed that the level of customer satisfaction in the hotel is at a quite high level. However, some small negative perceptions still exist, but they can be easily improved in the future.