Customer Service and Customer Satisfaction At CheapSleep Hostels Helsinki

Abstract

This thesis was commissioned by CheapSleep Hostels Helsinki which is located in Helsinki. The purpose of the thesis is to measure the customer satisfaction level with service provided by CheapSleep hostel and suggest several aspects that need to be improved. Since the COVID-19 gradually subsides and some restrictions are removed, many tourists start to travel and arrive to the hostel. Therefore, the hostel needs to make some improvements. The study was carried out for the benefit of both clients and the hostel, in order to not only enhance service quality, but also to supply CheapSleep hostel with consumer expectations and generate future development ideas.

The thesis includes customer service theories, customer satisfaction, customer experience concept as theoretical background in order to attain the research’s goal. The study will highlight the necessity of delivering exceptional customer service, and what proper services they should provide to customers. Customer satisfaction and customer experience will be explored in detail with a focus on the SERVQUAL model and DEM model. It is also worth highlighting unhappiness and the reactions of disgruntled guests, which results in some recommendations for the companies to win back the enraged customers. In addition, the theoretical background will concentrate on service quality concept.

Quantitative methods were utilized to collect the data of the research. A survey was implemented with 100 participants staying at the hostel and lasted one and a half week. Furthermore, online reviews from Booking.com and Hostelworld were also taken into consideration to examine the satisfaction level.

The study result indicates the price and service quality both had the highest satisfaction level. Particularly in service quality, the customers are strongly satisfied with the enthusiasm, friendliness, and support from the staff. However, there are three main aspects which need to improved: toilets and showers, kitchen, and bedrooms.