Customer Satisfaction of S-card members in Sokos Hotel Ilves

Abstract

Companies try to find point of uniqueness to differentiate themselves from their competitors. In order for the companies to differentiate themselves from competitors, they must measure their customer satisfaction level. This way they can take corrective action to strengthen their relationship with the customers. The main aim of this thesis is to measure the customer satisfaction of level of S-card members. The research is carried out in Sokos hotel Ilves located in Tampere Finland. The author also aims at measuring the service quality offered by the employees.

The theoretical framework of this thesis is concentrated on customer satisfaction, service quality and loyalty. Questionnaire feedback was analyzed using SERVQUAL service dimensions and employ service quality reports using employee customer service model. The results of the questionnaire and employee reports indicated the overall satisfaction to be high.

The author concluded that the S-card program is doing well against the ever increasing competition. Sokos hotel brand is trustworthy and reliable as seen from the respondent´s feedback.