Development of sevice quality to enhance customers satisfaction

Abstract

In the fast growing economy worldwide, the service sector is dominating; in Finland the biggest percentage contributed to national GDP is the service sector with 68%. This will create the opportunity to improve service quality and enhance customers’ satisfaction, because customers will always come back if they are happy with the service. So therefore it is important to keep the growth of the company and find a better way to satisfy the customers. In this fast growing economy all businesses are facing competition which is common among hotels and restaurant around Ostrobotnia region. For this reason all restaurant businesses have to find own new strategies to attract customers and make their business outstanding and successful. That is why I choose this topic as my interest. This case study will help in improving the service quality in Tekla hotel and Brando restaurant and will also help grip the existing customer and get new customers. The aim of the research work is to find out the service quality which will offer an opportunity to know the customers satisfaction. The suggestion of the customers will help solve these problems, in times of what they want and what was not sup-posed to be there. The theoretical framework will include defining service quality and customer satisfaction. The theory is based on finding a way to get customers satisfied through service quality. The analysis of the empirical studies will be done by using questionnaires to know the level of customer’s satisfaction.