The Impact of Changing an Outsourced Housekeeping Provider on Service Quality and Customer Satisfaction in Hotel Kajanus
Munasiri Kankanamage, Sumudu (2026)
2026
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2026052717960
https://urn.fi/URN:NBN:fi:amk-2026052717960
Tiivistelmä
This study examines the effects of changing outsourced housekeeping providers on the service quality and customer satisfaction at Hotel Kajanus. The aim is to determine whether a change in housekeeping provider affected customer perceptions and operational performance in the hotel setting.
A mixed-methods design was used, incorporating quantitative and qualitative data. The quantitative data included the customer satisfaction survey ratings in the years 2024 (before the change of the outsourced company- N Clean Oy) and 2025 (after the change of the outsourced company - Yobbi Oy), which were compared in terms of descriptive statistics and independent samples t-tests. Qualitative data also consisted of comments from the customers and an interview with the hotel manager, which were analyzed by thematic analysis to help interpret the results of the statistics.
The results show no significant improvement in the analysed dimensions of customer satisfaction following the outsourcing change. There was no statistically significant change in most of the service dimensions, although the fulfillment of customer expectations regarding amenities decreased significantly. However, qualitative results indicated that there was an increase in customer complaints concerning their cleanliness, room condition, and consistency in housekeeping.
The study concludes that outsourcing can offer flexibility in operations, but this does not necessarily lead to the enhancement of the quality of services. The findings demonstrate that quality control, integration of the staff, and ensuring communication between the hotel and outsourced providers are important. These results impart practical information that can be used by Hotel Kajanus to coordinate outsourced services and ensure uniformity of standards of the services.
A mixed-methods design was used, incorporating quantitative and qualitative data. The quantitative data included the customer satisfaction survey ratings in the years 2024 (before the change of the outsourced company- N Clean Oy) and 2025 (after the change of the outsourced company - Yobbi Oy), which were compared in terms of descriptive statistics and independent samples t-tests. Qualitative data also consisted of comments from the customers and an interview with the hotel manager, which were analyzed by thematic analysis to help interpret the results of the statistics.
The results show no significant improvement in the analysed dimensions of customer satisfaction following the outsourcing change. There was no statistically significant change in most of the service dimensions, although the fulfillment of customer expectations regarding amenities decreased significantly. However, qualitative results indicated that there was an increase in customer complaints concerning their cleanliness, room condition, and consistency in housekeeping.
The study concludes that outsourcing can offer flexibility in operations, but this does not necessarily lead to the enhancement of the quality of services. The findings demonstrate that quality control, integration of the staff, and ensuring communication between the hotel and outsourced providers are important. These results impart practical information that can be used by Hotel Kajanus to coordinate outsourced services and ensure uniformity of standards of the services.