The physical environment and its relevance to customer satisfaction in boutique hotels; Hotel Haven, Helsinki

Abstract

Object of this research is physical environment of the boutique hotel named Haven. As there is lack of the researches concerning physical environment role in the boutique hotels, this paper could be useful both for the studied hotel as well as for the other boutique hotels managers and owners. Moreover, it could be useful for the potential customers of Hotel Haven. Main topic of this research is the importance and relevance of the physical environment in Hotel Haven, mostly its impact on customer satisfaction and loyalty. Furthermore, it examines the attitude of hotel manager and employees to the hotel physical surroundings. Besides, this research is examining customer attitude to the hotel Haven ambiance. The chapter concerning Hotel Haven gives a description of the modern accommodation, Small Luxury Hotels of the World hotel chain as well as boutique hotels are described in this part. The theoretical framework part explains the physical environment role in the hospitality business, gives definitions and describes different kinds of approaches to the studied topic from the previous researches. In addition, the theoretical framework provides with the necessary information about customer satisfaction and loyalty process in hospitality business. The methods chosen in the research are qualitative ( in-depth interview with the hotel Haven Manager) and quantitative (on-line questionnaire for the hotel Haven employees and customer reviews examination from three websites) The gathered information is presented in the following chapter as well as analyzed findings with tables and charts are included. Finally, all results and analysis of the research are given properly in the conclusion. As well as suggestions for improvement are included into the conclusion part.