Customer Satisfaction of Conference and Meeting Customers – Case Holiday Club Saimaa

Abstract

The purpose of this thesis was to get a better understanding of business travelers’ needs and expectations from a venue and to find out what factors affect most customer satisfaction. This thesis consists of theoretical and empirical parts, first studying the literature on related subjects and then the empirical part being a customer satisfaction research, done for Holiday Club Saimaa. The objective of the research was to study Holiday Club Saimaa’s customer satisfaction of those customers who had used Holiday Club Saimaa’s meeting and conference facilities and services in spring 2015. Secondary objective of the research was to find out if there is a need for an electronic feedback program designed for the business customers.

Theoretical information for the thesis was gathered from literature, internet and expert interviews. Research data was gathered by conducting phone interviews. Volunteers for the interviews were recruited at Holiday Club Saimaa by handing out volunteer collection forms.

Theory shows that there are multiple factors influencing customer satisfaction and that there are many ways to improve that. It was also established why customer satisfaction research is common and important. The research results were generally positive and also show that there is indeed need for a feedback program in the business customer segment.