Customer Satisfaction at Sybarit Restaurant in the Archipelago

Abstract

This study explored the determinants impacting customer satisfaction within the Sybarit hospitality setting Located in Näsby, Houtskär, within the Finnish Archipelago. The study examined the ways in which service quality, fair pricing, online presence or engagement as well as service experiences influenced overall guest satisfaction within rural, hospitality environment. A qualitative method was used employing semi-structured interviews engaging five participants. Purposive sampling was implemented and data collection proceeded until point of thematic saturation was achieved. The interview data were examined using six-step thematic analysis process by Braun and Clarke (2006), which allows for an in-depth interpretation of participants’ experiences.

The results show that service quality is commonly regarded as friendly, responsive as well as organized, playing an important role in customer satisfaction. Particularly, employee behavior, politeness, supportiveness as well as transparent communication was identified as a major factor of positive customer experiences. Participants additionally considered costs as reasonable with regard to the quality of ingredients as well as level of service, online ratings, digital engagement influenced strongly in the primary perceptions shaping guests visits. Furthermore, ambience, emotional well-being including serenity as well as coziness were crucial for generating meaningful experiences. Generally, guests reported strong level of satisfaction, firm plans to return and intention to refer the restaurant to others. The study supported hospitality research by providing understanding of customer satisfaction within a small-scale island restaurant setting demonstrated the importance of customized service as well as social media presence to elevate or improve customer experiences.