The Impact of Service Quality on Customer Satisfaction in a Hotel Industry: Case Company - A&E GmbH
Gavrilova, Elena (2017)
Gavrilova, Elena
Karelia-ammattikorkeakoulu (Pohjois-Karjalan ammattikorkeakoulu)
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201702122309
https://urn.fi/URN:NBN:fi:amk-201702122309
Tiivistelmä
Nowadays customer satisfaction often becomes a subject of interest for researchers and company management. The importance of customers in business processes makes it vital for every company to constantly monitor its customers’ satisfaction. As a hospitality industry is based on offering accommodation, it makes this industry one of the most important branches of tourism. The higher the level of customer satisfaction of the guests, the more successful the hospitality business is.
This particular research focuses on identifying the level of customer satisfaction with services of the young and ambitious company A&E GmbH, which offers accommodation in luxurious holiday apartments in the German ski resort of Garmisch-Partenkirchen. With the help of the literature review theoretical knowledge about service quality, customer satisfaction and the hotel industry in Garmisch-Partenkirchen was summarized. The research method was quantitative. Quantitative data were gathered by means of a survey. Guests of the holiday apartments were asked to express their opinion about the work of personnel and aspects concerning apartments.
According to the research results, 89% were satisfied with the accommodation and services, which indicates a high level of customer satisfaction. Detailed results, feedback and the comments of the guests were analyzed and delivered to the company.
This particular research focuses on identifying the level of customer satisfaction with services of the young and ambitious company A&E GmbH, which offers accommodation in luxurious holiday apartments in the German ski resort of Garmisch-Partenkirchen. With the help of the literature review theoretical knowledge about service quality, customer satisfaction and the hotel industry in Garmisch-Partenkirchen was summarized. The research method was quantitative. Quantitative data were gathered by means of a survey. Guests of the holiday apartments were asked to express their opinion about the work of personnel and aspects concerning apartments.
According to the research results, 89% were satisfied with the accommodation and services, which indicates a high level of customer satisfaction. Detailed results, feedback and the comments of the guests were analyzed and delivered to the company.