Quality of Hotel St. George's breakfast
Chu, Thi Thanh Ha (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202004155068
https://urn.fi/URN:NBN:fi:amk-202004155068
Tiivistelmä
Quality and customer satisfaction are well-known as the key target determining the success of a hospitality organization. The determination of the research is to evaluate breakfast’s quality and value in hotel St. George and identify customers’ perspectives; thus obtaining a clear view of strengths and weakness in the breakfast and acknowledge thoroughly customer satisfaction and how to enhance it.
In the theoretical part of the study, the primary object is to discover the definition and various models of service quality, which is a main driver in any service organization. The extent to which the business manages its service quality determines the level of success. In addition, customer satisfaction and its importance are also thoroughly studied.
Regarding the empirical part of the thesis, the research outcome was collected through a quantitative research method, specifically questionnaire and personal interviews with guests having experienced breakfast at St. George hotel. The survey was conducted in February 2020 and the thesis was written between December 2019 and March 2020.
In the theoretical part of the study, the primary object is to discover the definition and various models of service quality, which is a main driver in any service organization. The extent to which the business manages its service quality determines the level of success. In addition, customer satisfaction and its importance are also thoroughly studied.
Regarding the empirical part of the thesis, the research outcome was collected through a quantitative research method, specifically questionnaire and personal interviews with guests having experienced breakfast at St. George hotel. The survey was conducted in February 2020 and the thesis was written between December 2019 and March 2020.