Customer Satisfaction at Namaste Devghat Garden Resort
Gurung, Sumina (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121837922
https://urn.fi/URN:NBN:fi:amk-2025121837922
Tiivistelmä
The aim of the thesis was to understand the guest experiences and identifying pain points at Namaste Devghat Garden Resort. The purpose of this thesis is to enhance the quality of services and increase the resort’s competitiveness in the hospitality sector through improvements in service quality. The study focuses on customer satisfaction which refers to a guest's level of happiness or satisfaction after receiving a service. It shows how well the resort meets or exceeds its guests' expectations.
The theoretical framework in this chapter provides the academic basis of the way in which independent resorts can enhance their position in the market. It draws major ideas of hospitality management literature to formulate a systematic prism through which the Nepali resort case can be analyzed. This chapter examines the definition and dynamics of customer satisfaction, service quality, and total quality management determines the variables that contribute most to the perceptions of the guests.
In this thesis qualitative interview method has been used. The findings show that the natural environment and staff hospitality behavior is the strongest key element that contributing to guest satisfaction. The main reason guests continuously choosing the resort is greenery well maintained garden area, peaceful atmosphere and they consistently highlighted that to spend quality time with their families, the open and calm surroundings provided a meaningful escape from their daily life stress. So, the second essential contributor to satisfaction of guests is positive manpower interaction. All interviewees emphasized that staff are polite, friendly and responsive, suggesting that the resort has created welcoming and warm service culture.
The study shows that while resort performing well in creating a peaceful atmosphere and offering better quality service, find out practical challenges and to improve image of resort need to invest in new facilities which helps further strengthen customer satisfaction and competitiveness in hospitality market.
The theoretical framework in this chapter provides the academic basis of the way in which independent resorts can enhance their position in the market. It draws major ideas of hospitality management literature to formulate a systematic prism through which the Nepali resort case can be analyzed. This chapter examines the definition and dynamics of customer satisfaction, service quality, and total quality management determines the variables that contribute most to the perceptions of the guests.
In this thesis qualitative interview method has been used. The findings show that the natural environment and staff hospitality behavior is the strongest key element that contributing to guest satisfaction. The main reason guests continuously choosing the resort is greenery well maintained garden area, peaceful atmosphere and they consistently highlighted that to spend quality time with their families, the open and calm surroundings provided a meaningful escape from their daily life stress. So, the second essential contributor to satisfaction of guests is positive manpower interaction. All interviewees emphasized that staff are polite, friendly and responsive, suggesting that the resort has created welcoming and warm service culture.
The study shows that while resort performing well in creating a peaceful atmosphere and offering better quality service, find out practical challenges and to improve image of resort need to invest in new facilities which helps further strengthen customer satisfaction and competitiveness in hospitality market.