Development of service quality at Business Hotel Karelia (Saint-Petersburg)
Alexeeva, Yulia (2011)
Jyväskylän ammattikorkeakoulu
2011
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201202212368
https://urn.fi/URN:NBN:fi:amk-201202212368
Tiivistelmä
The purpose of this thesis was to find out and reveal the main problems of service quality at Business Hotel Karelia on the basis of customers’ points of view, comments and remarks. And, as a result, elaborate and offer to the hotel the most usable and effective development issues of service quality which should be applied by the hotel in order to satisfy customers’ needs and take leading positions among the 3-star business hotels in Saint-Petersburg.
Business Hotel Karelia, a 3-star business hotel in Saint-Petersburg, was used as a case study.
A special questionnaire for a structured interview was created and used in this research. The structured interviews were conducted with 15 leisure and 18 business guests of the hotel. The respondents’ opinions and comments concerning the level of service quality were collected and analyzed with the help of Excel program.
Based on the results of the interviews the development issues of service quality were offered to Business Hotel Karelia in order to improve and perfect its service quality’s level and increase the guests’ number during the whole year round.
Business Hotel Karelia, a 3-star business hotel in Saint-Petersburg, was used as a case study.
A special questionnaire for a structured interview was created and used in this research. The structured interviews were conducted with 15 leisure and 18 business guests of the hotel. The respondents’ opinions and comments concerning the level of service quality were collected and analyzed with the help of Excel program.
Based on the results of the interviews the development issues of service quality were offered to Business Hotel Karelia in order to improve and perfect its service quality’s level and increase the guests’ number during the whole year round.