Analysis of Customer Experience at the Hotel Kajanus Restaurant in Finland

Abstract

This study examines customer experiences at the Hotel Kajanus Restaurant in Finland. The purpose is to understand customer satisfaction for factors such as food quality, service quality, restaurant at-mosphere, and value for money. This allows the results to be used to improve performance at the res-taurant, which is important in the highly competitive hospitality industry. The research is based on the DINESERV model to measure customer satisfaction based on the various dimensions of service quality. The quantitative methodology includes closed and open-ended questions collected in a survey of 112 customers. The results show that there is overall high satisfaction for the customer at the restaurant, meaning that their needs and expectations are being met. It was found that there are some small are-as for improvement, including having a wider menu range, more comfort, and updating the décor to improve the restaurant’s atmosphere. However, it was determined that it can be hard for a restaurant in a hotel to meet the exact needs and expectations of all customers because this type of restaurant must serve a diverse range of customers for different meal types such as breakfast, lunch, and dinner. This makes it harder for hotel-based restaurants to achieve perfect customer satisfaction compared to standard restaurants that serve a narrower customer base for only one meal type.