Customer-Centric Evaluation of Services at Ylläksen Vaellushevoset
Pinnanen, Sonja (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024060722045
https://urn.fi/URN:NBN:fi:amk-2024060722045
Tiivistelmä
The purpose of this thesis was to figure out what the customers think about a trail riding company. The mission was to collect positive and negative aspects of the activities. This thesis was carried out as a commission for Ylläksen Vaellushevoset.
In the theoretical part, the animal-based tourism is shortly discussed as well as the trail riding is explored in common way and in detail for the company’s offered trail riding activities. Furthermore, the discussion is about the Icelandic horses that the business uses and the Green Care activities both in common and in detail. Lastly the theory part has explored what is customer satisfaction and why it is an important part of the business success.
The research method that this thesis used was a quantitative research method. The data used was collected using an online questionnaire. The commissioner published a link to the online survey on social media, more in detail in the company’s Facebook page. The survey was open between 19.04.2024 and 05.05.2024 and a total of 41 responses were received. The results can be considered as indicative, since the number of respondents was small.
A large number of respondents keep animal welfare, security and customer service as a key aspect of the trail riding business. Almost all of the respondents also keep important that there are variety of activities. The research also told in detail of what aspects should be improved and how likely the customers are to return the business.
In the theoretical part, the animal-based tourism is shortly discussed as well as the trail riding is explored in common way and in detail for the company’s offered trail riding activities. Furthermore, the discussion is about the Icelandic horses that the business uses and the Green Care activities both in common and in detail. Lastly the theory part has explored what is customer satisfaction and why it is an important part of the business success.
The research method that this thesis used was a quantitative research method. The data used was collected using an online questionnaire. The commissioner published a link to the online survey on social media, more in detail in the company’s Facebook page. The survey was open between 19.04.2024 and 05.05.2024 and a total of 41 responses were received. The results can be considered as indicative, since the number of respondents was small.
A large number of respondents keep animal welfare, security and customer service as a key aspect of the trail riding business. Almost all of the respondents also keep important that there are variety of activities. The research also told in detail of what aspects should be improved and how likely the customers are to return the business.