Stadshotellet Jakobstad : Case study on marketing and customer satisfaction
Bhurtel, Pawan (2014)
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023070524495
https://urn.fi/URN:NBN:fi:amk-2023070524495
Tiivistelmä
The main part of this thesis was about Stadshotellet, Pietarsaari and the instructor of this thesis is hotel manager Lotte Jifs. The aim of this thesis was to examine the quality of services, the marketing of the hotel and the customer satisfaction in stadshotellet. The aim of the thesis is to carry out a quantitative research about the customers of stadshotellet and the quality of customer services.
The theoretical framework consists of six main parts. The first part is the introduction and the aims of the thesis. The second part deals with the hospitality and the accommodation services where we can study different types of accommodation. The third Part deals with Stadshotellet where we can know about the hotel, its history and the different branches of hotel. The fourth part deals with different services area of hotels where we can know about service quality, customer satisfaction and customer loyalty. The fifth part is all about quantitative research methods and the sixth part is about the marketing and a SWOT-analysis of the hotel and the last part of the thesis is the conclusion and feedback about the hotel.
A questionnaire was accomplished in Stadshotellet Pietarsaari in February 2013. The questionnaire was in English. There were l6 objectives and one free writing question. The results of the respondents were aged between20 to 30 years old. Most of the respondents were from Sweden and Finland. The main part of the respondents has business as their reason to stay at Stadshotellet. Most of the respondents were satisfied with the services and facilities provided by Stadshotellet.
The theoretical framework consists of six main parts. The first part is the introduction and the aims of the thesis. The second part deals with the hospitality and the accommodation services where we can study different types of accommodation. The third Part deals with Stadshotellet where we can know about the hotel, its history and the different branches of hotel. The fourth part deals with different services area of hotels where we can know about service quality, customer satisfaction and customer loyalty. The fifth part is all about quantitative research methods and the sixth part is about the marketing and a SWOT-analysis of the hotel and the last part of the thesis is the conclusion and feedback about the hotel.
A questionnaire was accomplished in Stadshotellet Pietarsaari in February 2013. The questionnaire was in English. There were l6 objectives and one free writing question. The results of the respondents were aged between20 to 30 years old. Most of the respondents were from Sweden and Finland. The main part of the respondents has business as their reason to stay at Stadshotellet. Most of the respondents were satisfied with the services and facilities provided by Stadshotellet.