Customer Satisfaction : Case Saimala Club

Abstract

The research conducted at Saimala Club Hotel, a lakeside resort in a pristine natural setting, delves into understanding customer satisfaction regarding the hotel's services and products. Employing a quantitative methodology, the study utilized a questionnaire to collect data on various aspects of customer experience. The chosen method aligned with the research questions and facilitated the collection and analysis of numerical data. Key theoretical frameworks, including SERVQUAL and Importance-Performance Analysis, guided the study's focus on factors influencing customer satisfaction in the hotel industry. While the theoretical part elucidates the concepts of customer satisfaction, the importance of customer focus, and models like SERVQUAL, the methodology chapter outlines the systematic approach employed for data collection and analysis. With a focus on quantitative research, the study utilized surveys to gather insights from guests who experienced the hotel's services and products. The empirical findings will be crucial in understanding how customers perceive the quality of services and products at Saimala Club Hotel. The quantitative approach aims to quantify relationships, patterns, and trends through structured data collection methods. The study emphasizes internal consistency and reliability in the design of the questionnaire to ensure dependable findings. The thesis delves into the methodology, data analysis, validity, reliability, and ethical considerations. The discussion will connect these findings with the theoretical frameworks, providing a comprehensive understanding of the factors impacting customer satisfaction. This research contributes valuable insights to the hotel industry's understanding of customer preferences and areas for improvement.