Customer Satisfaction at Eco Adventure Resort
Sharma, Parbati; Sauden, Purnima (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121837995
https://urn.fi/URN:NBN:fi:amk-2025121837995
Tiivistelmä
The aim of the thesis is to develop the level of customer satisfaction and identify factors influencing guest experiences at Eco Adventure Resort. The Purpose is to evaluate strengths & weaknesses in services and facilities through guest feedback. The commissioners, Eco Adventure Resort is the hotel that provides various adventurous activities along with good food and comfortable living.
The theoretical framework of the thesis consists of key concepts of customer satisfaction from cognitive and emotional aspects, the complete guest experience, as well as service recovery. It connects satisfaction to loyalty using the Service Profit Chain. Furthermore, it includes sustainable tourism, authenticity of eco-practices and guest motivations as central characteristics of the Eco Adventure Resort. Taken together, these theories frame the quantitative design and practical implications of the study.
The research design was a quantitative, cross-sectional study to conduct the thesis. The online survey was structured and conducted among 14 recent guests as the method of data collection. This sample was all first-time visitors and was mainly domestic. The survey was conducted online from Nov 7 to Nov 15, 2025.
The two major findings were guest satisfaction driver profile at Eco Adventure Resort and practical recommendations to improve it. The profile of guest satisfaction based on the survey data shows the typical first-time visitors valued staff assurance, empathy, cleanliness and perceived value for money. An operational improvement framework was created to fix reliability issues, support staff and boost the visibility of genuine-eco practices that support the resort to reach its full potential.
The theoretical framework of the thesis consists of key concepts of customer satisfaction from cognitive and emotional aspects, the complete guest experience, as well as service recovery. It connects satisfaction to loyalty using the Service Profit Chain. Furthermore, it includes sustainable tourism, authenticity of eco-practices and guest motivations as central characteristics of the Eco Adventure Resort. Taken together, these theories frame the quantitative design and practical implications of the study.
The research design was a quantitative, cross-sectional study to conduct the thesis. The online survey was structured and conducted among 14 recent guests as the method of data collection. This sample was all first-time visitors and was mainly domestic. The survey was conducted online from Nov 7 to Nov 15, 2025.
The two major findings were guest satisfaction driver profile at Eco Adventure Resort and practical recommendations to improve it. The profile of guest satisfaction based on the survey data shows the typical first-time visitors valued staff assurance, empathy, cleanliness and perceived value for money. An operational improvement framework was created to fix reliability issues, support staff and boost the visibility of genuine-eco practices that support the resort to reach its full potential.