Room attributes improvement in Hotel Salpa
Lukianenko, Anastasiia (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202105077708
https://urn.fi/URN:NBN:fi:amk-202105077708
Tiivistelmä
The aim of the thesis is to define customer satisfaction about the rooms in Hotel Salpa. This study will provide the current satisfaction for certain customers that visited the hotel. As well, the study will propose some improvements in the rooms quality aiming the increase of the service quality level.
The author used quantitative and qualitative research methods during the research process. For the collection process, the author used a survey and interviews. The surveys were provided to the customers in paper form by the front office workers. The surveys consisted of 15 questions about different room attributes which affects customer satisfaction. The total amount of respondents were 47. For the interviews, made face-to-face, three employees participated in the process.
Based on the results, Hotel Salpa has a positive reputation among the customers. However, the hotel might require some improvements to increase the service quality level to attract more customers. At the end of the thesis, the author suggested some recommendations that the hotel could apply to the rooms. These recommendations consist of improvements in the room design, quality of beds and extra furniture pieces.
The author used quantitative and qualitative research methods during the research process. For the collection process, the author used a survey and interviews. The surveys were provided to the customers in paper form by the front office workers. The surveys consisted of 15 questions about different room attributes which affects customer satisfaction. The total amount of respondents were 47. For the interviews, made face-to-face, three employees participated in the process.
Based on the results, Hotel Salpa has a positive reputation among the customers. However, the hotel might require some improvements to increase the service quality level to attract more customers. At the end of the thesis, the author suggested some recommendations that the hotel could apply to the rooms. These recommendations consist of improvements in the room design, quality of beds and extra furniture pieces.