Customer satisfaction in sauna restaurant Kuuma

Abstract

This thesis examined the customer satisfaction in sauna restaurant Kuuma which is in Tampere. What made this topic important is that sauna is important part of Finnish culture and customer satisfaction in saunas has not been re-searched before. In this thesis the level of satisfaction was researched by fo-cusing on one company only because it was a relevant way to research the topic. The common opinion is that customer satisfaction is an important part of any company’s success in the market because satisfaction creates long lasting customer relationships which are very profitable.

The goal of this thesis was to provide sauna restaurant Kuuma information which this company can use to improve its’ customer satisfaction and based on that enhance the company’s business and marketing. The results of this study are useful for any company developing customer satisfaction because the results of the thesis provide important information on satisfaction to everyone. This research used quantitative research method. Questionnaire was used as a tool for collecting data from customers of sauna restaurant Kuuma. The feedback collected directly from company’s customers provides clear point of view on the level of satisfaction in the company. The theorical framework of this thesis explains all the benefits that customer satisfaction provides to the company.

The findings of this research show that there is a direct connection between the level of customer satisfaction and quality of service. It turned out that there are both sources of satisfaction and dissatisfaction inside Kuuma and the sources of dissatisfaction can be quite easily corrected. It is also important to point out that there are always customers in every company who are dissatisfied. Handling customer feedback correctly is the key to create profitable customer relationships.