Αξιολόγηση της Ικανοποίησης πελατών σε ξενοδοχεία πρώτης κατηγορίας στη Κέρκυρα: Μια ποσοτική προσέγγιση
Date Issued
September 10, 2024
Type
Πτυχιακή Εργασία
Abstract
This thesis aims to measure customer satisfaction based on the quality of services they received from 4 and 5 star hotels in Corfu. In order to measure tourists' satisfaction with the quality of services provided, a survey based on quantitative methodology was conducted using a questionnaire.
High satisfaction scores play a big role in "building" customer loyalty and increased profitability through referrals. So, the most important factor for the success of hotels seems to be customer satisfaction. The following overview details hotel performance indicators such as the RevPAR and SERVQUAL models, which are considered extremely useful for assessing competitiveness.
In addition, when comparing the financial data in the specific categories of hotels, it appears that 5-star hotels show higher profitability ratios than 4-star hotels, which, wanting to improve the quality of services provided, are forced, among other things, to resort to the use of borrowing in order to improve the quality of services provided. This seems to be a brake on the effort of the specific companies for future investments-improvements.
Based on the results, the professional attitude of the staff as well as the cleanliness of the rooms seem to have positive evaluations. The attractiveness of the internal and external areas of the hotel, as well as the common areas, are evaluated positively but with room for improvement. Therefore, customer satisfaction appears to be moving at high levels.
Finally, the conclusion of the research demonstrates the need for continuous improvement of service quality, having it as the only solution for hotels, which must invest strategically in moves for the best hospitality experience, as well as for their climbing in this competitive market. Therefore, by paying particular attention to both the individual characteristics of the services, as well as to the overall customer experience, they will manage to "win" their satisfaction.
Subjects