Finnish Tourists' Satisfaction and Customer Service Development for Tour Operator Detur Alanya
Uusitalo, Meeri (2015)
Saimaan ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201504033910
https://urn.fi/URN:NBN:fi:amk-201504033910
Tiivistelmä
The thesis research was made in the partnership with the tour operator Detur Alanya. The purpose of this empirical research was to study customer satisfaction towards the tour operator Detur and its services, as well as get possible development ideas for the overall services and activities provided by the tour operator in question. The focus was in a specific target group in a specific holiday destination, which were Finnish customers in Alanya, Turkey. The aim of the research was to get customer feedback and development suggestions from the general services and their quality, as well as the excursions and activities provided by the tour operator Detur Alanya.
The theoretical part contains subject matters, such as customer service and its development, consumer behaviour and customer segmentation. These are important topics for this particular study, because they support and clarify the actual research part of the thesis for the reader. In other words, the theoretical part tries to lead the reader to the research part fluently and logically. The main topics of the theory, like customer segmentation, are implemented in the research and also applied in the inquiry of this thesis research.
The research method used in the thesis was quantitative and the actual research was implemented by questionnaires. The data collection of the thesis research happened in the destination by the author of the thesis. The research data was collected in Alanya in October 2014. The author participated in four excursions of tour operator Detur, where the questionnaires were given to the Finnish customers. The total number of respondents was 70 people. The results of the general service quality of the tour operator Detur were very positive. Generally the feedback and the answers of the respondents did not contain any major problems or development suggestions about the overall services or provided excursions. However, several smaller details, reclamations and development suggestions about the services were received.
The theoretical part contains subject matters, such as customer service and its development, consumer behaviour and customer segmentation. These are important topics for this particular study, because they support and clarify the actual research part of the thesis for the reader. In other words, the theoretical part tries to lead the reader to the research part fluently and logically. The main topics of the theory, like customer segmentation, are implemented in the research and also applied in the inquiry of this thesis research.
The research method used in the thesis was quantitative and the actual research was implemented by questionnaires. The data collection of the thesis research happened in the destination by the author of the thesis. The research data was collected in Alanya in October 2014. The author participated in four excursions of tour operator Detur, where the questionnaires were given to the Finnish customers. The total number of respondents was 70 people. The results of the general service quality of the tour operator Detur were very positive. Generally the feedback and the answers of the respondents did not contain any major problems or development suggestions about the overall services or provided excursions. However, several smaller details, reclamations and development suggestions about the services were received.