Customer satisfaction of an apartment hotel
Khyarginen, Margarita (2015)
Tampereen ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052510210
https://urn.fi/URN:NBN:fi:amk-2015052510210
Tiivistelmä
Customer satisfaction becomes the object of a research quite often, especially in business. If the company cares about its customers, it will put effort to know how satisfied they are with the services or products. Satisfied customers are loyal customers, who bring profit and other, new customers.
Apartment Hotel Tampere MN, a new and developing company, is interested in keeping its customers satisfied. To expand and improve the services it is important for the hotel to measure customer satisfaction level, which was the purpose of this survey.
The research method was quantitative. The study focused on the customers’ opinion about the work of reception and aspects concerning apartments, parking places and Internet connection. The questionnaires were spread among the customers of Apartment Hotel Tampere MN.
The theoretical framework included theories concerning customer satisfaction and service quality. The received data were analyzed with the help of these theories.
The findings showed that the level of customer satisfaction of the company is quite high. The company is capable to meet customers’ expectations. Some suggestions for improvement of services were made by the author of the thesis.
Apartment Hotel Tampere MN, a new and developing company, is interested in keeping its customers satisfied. To expand and improve the services it is important for the hotel to measure customer satisfaction level, which was the purpose of this survey.
The research method was quantitative. The study focused on the customers’ opinion about the work of reception and aspects concerning apartments, parking places and Internet connection. The questionnaires were spread among the customers of Apartment Hotel Tampere MN.
The theoretical framework included theories concerning customer satisfaction and service quality. The received data were analyzed with the help of these theories.
The findings showed that the level of customer satisfaction of the company is quite high. The company is capable to meet customers’ expectations. Some suggestions for improvement of services were made by the author of the thesis.