Factors impacting guest satisfaction in luxury hotels within Finland’s tourism and hospitality sector

Abstract

The study investigates the effects of customer service quality, personalization of guest experience, contactless technology adoption, and sustainability initiatives on guest satisfaction in luxury hotels in Finland. Further, the research also identifies strategies that luxury hotels could take to further enhance guest satisfaction and attract more guests. The research builds on the SERVQUAL model and push-pull theories. Data was collected by administering a questionnaire to a hundred guests who visit and who have visited luxury hotels recently and the data analysis tool of SPSS was used to analyze the data. The majority of the guests are females, aged 30-39 years, earn monthly income of Euro 2,501 to 3,500, are self-employed, and visit luxury hotels for business purposes with business colleagues. Further, all the factors have positive significant impacts on guest satisfaction in Luxury hotels in Finland. As research recommendations, luxury hotels should focus on staff training and development, empower guest self-customization, implement AI-driven and mobile-enabled services for convenience, safety, and tailored experiences, and integrate eco-friendly practices into operations to align with corporate social responsibility and attract eco-conscious guests. As areas for future research, mixed methods could be used, and studies could be conducted with a broader sample for more effective and generalizable findings.