The Implementation Plan of Digitalization to Enhance Customer Experience in Stella Gardens Hotel
Kamel, Leenet (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023053116636
https://urn.fi/URN:NBN:fi:amk-2023053116636
Tiivistelmä
The aim of this thesis is to address the implementation plan of digitalization to enhance customer experience at the Stella Gardens Hotel & Spa. The form of digitalization referred to in this thesis is digitalization carried out through online platforms, minor in-room technology, machines to aid the check-in and check-out process, and proactive personalization.
The theory touches upon and explores several topics concerning digitalization in relation to customer satisfaction: Introduction to Digitalization, Importance of Customer Satisfaction & Why Digitalization is the Key, The Effect of Different Levels of Digitalization on Customer Satisfaction, Reasons for Digitalization: Remaining Relevant & Cost-Competitiveness, The Three Patterns of Successful Digital Brands, and Gamification.
The research method that would best cater to the aim of the thesis would be the use of a survey and a one-question phone interview. The 16-question survey implemented was a combination of a qualitative and quantitative research method that explored whether customers are leaning more towards digitalized aspects or a traditional way of carrying out a customer journey. There were forty-three respondents. This link was accessible to the candidates from February 13th to February 18th. While the one-question phone interview conducted on the 16th of May in order to gain insight into athletes at Stella Gardens took a total of 7 minutes.
In addition, the digitalized implementation ideas that have been found in order to enhance the customer experience in Stella Gardens Hotel are as follows: Digital Assistant, Calorie Tracking Program, Express Checkout, Hotel Augmented Reality Experience (AR), Digital Keys, Web Analytics, and Proactive Personalization: Online Room Package Quiz & Personalized Package Email.
The theory touches upon and explores several topics concerning digitalization in relation to customer satisfaction: Introduction to Digitalization, Importance of Customer Satisfaction & Why Digitalization is the Key, The Effect of Different Levels of Digitalization on Customer Satisfaction, Reasons for Digitalization: Remaining Relevant & Cost-Competitiveness, The Three Patterns of Successful Digital Brands, and Gamification.
The research method that would best cater to the aim of the thesis would be the use of a survey and a one-question phone interview. The 16-question survey implemented was a combination of a qualitative and quantitative research method that explored whether customers are leaning more towards digitalized aspects or a traditional way of carrying out a customer journey. There were forty-three respondents. This link was accessible to the candidates from February 13th to February 18th. While the one-question phone interview conducted on the 16th of May in order to gain insight into athletes at Stella Gardens took a total of 7 minutes.
In addition, the digitalized implementation ideas that have been found in order to enhance the customer experience in Stella Gardens Hotel are as follows: Digital Assistant, Calorie Tracking Program, Express Checkout, Hotel Augmented Reality Experience (AR), Digital Keys, Web Analytics, and Proactive Personalization: Online Room Package Quiz & Personalized Package Email.