customer satsisfaction survey of omena hotel
Akinola, Ebenezer (2013)
Akinola, Ebenezer
HAAGA-HELIA ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013121321158
https://urn.fi/URN:NBN:fi:amk-2013121321158
Tiivistelmä
The bachelor’s thesis examines the importance of customer satisfaction via customers’ opinions. The objective of the thesis is to measure the level of satisfaction of Customers in Omena hotels in Helsinki region. The research exposes the expectation of customers that could assist the Omena hotels to upgrade their IT-enabled business operational services.
The theory part of this thesis covers the concept of customer satisfaction, customer service and service quality dimensions. The empirical part examines the analyses of the obtained findings and provides future development recommendations.
The study was conducted by using quantitative approach. A survey was designed in the form of questionnaire to the Omena Hotels customers. 225 questionnaires in 3 different languages were designed and were placed in side rooms for the customers who visited between May 1 and May 25. 149 questionnaires were returned but 112 were completely answered and the rest of 37 were discarded. The results were evaluated by using the IBM SPSS statistic software.
The main results showed that Omena hotels sends booking confirmation quickly and their locations have easy access to transportation routes, bar and shopping malls. The possible need for customers in future is sauna, family or group dinner, Gym and TV subscription. For the benefit of the Omena hotels, this study depicted that some facilities could be improved and such facilities are door code system and security service.
Keywords: Customer satisfaction, customer service, service quality dimension, Gap model, Omena Hotels.
The theory part of this thesis covers the concept of customer satisfaction, customer service and service quality dimensions. The empirical part examines the analyses of the obtained findings and provides future development recommendations.
The study was conducted by using quantitative approach. A survey was designed in the form of questionnaire to the Omena Hotels customers. 225 questionnaires in 3 different languages were designed and were placed in side rooms for the customers who visited between May 1 and May 25. 149 questionnaires were returned but 112 were completely answered and the rest of 37 were discarded. The results were evaluated by using the IBM SPSS statistic software.
The main results showed that Omena hotels sends booking confirmation quickly and their locations have easy access to transportation routes, bar and shopping malls. The possible need for customers in future is sauna, family or group dinner, Gym and TV subscription. For the benefit of the Omena hotels, this study depicted that some facilities could be improved and such facilities are door code system and security service.
Keywords: Customer satisfaction, customer service, service quality dimension, Gap model, Omena Hotels.