Customer satisfaction in a Finnish hotel : a case study of Clarion Hotel Helsinki
Karki, Sanskriti (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121034504
https://urn.fi/URN:NBN:fi:amk-2025121034504
Tiivistelmä
This research examined the relationship between the quality of cleaning services and customer satisfaction in the hotel sector in Finland by using the Clarion Hotel Helsinki as a case study. The objective of the study was to determine the extent to which the cleanliness standards, professionalism of the employees, and the operational performance of the hotel affected the reputed brand name, customer satisfaction, and customer loyalty of the hotel.
A mixed-method study was used to obtain a complete picture of the guests and the staff perspective to ensure the researchers use both quantitative and qualitative approaches. A questionnaire was designed, and a sample size of 25 guests was used to question these guests through a structured questionnaire, and an operational perspective was internalized by soliciting the opinion of all 25 housekeeping employees.
In other service areas, the performance was outstanding; however, the results showed that inconsistent cleaning standards have a direct impact on client satisfaction and loyalty. The study shows the significant connection between providing a visitor experience of high quality, the collaboration between the departments, and staff empowerment. It ends with fact-grounded practical suggestions on how luxury hotel operators can synchronize the operational reality and the brand promises.
A mixed-method study was used to obtain a complete picture of the guests and the staff perspective to ensure the researchers use both quantitative and qualitative approaches. A questionnaire was designed, and a sample size of 25 guests was used to question these guests through a structured questionnaire, and an operational perspective was internalized by soliciting the opinion of all 25 housekeeping employees.
In other service areas, the performance was outstanding; however, the results showed that inconsistent cleaning standards have a direct impact on client satisfaction and loyalty. The study shows the significant connection between providing a visitor experience of high quality, the collaboration between the departments, and staff empowerment. It ends with fact-grounded practical suggestions on how luxury hotel operators can synchronize the operational reality and the brand promises.