Understanding customer expectations towards a hostel : case Ibedcity hostel
In recent years, travelling demand has bounced back stronger than ever, especially after many restrictions from COVID-19 time. Running parallel with benefiting from the rising needs, tourism entrepreneurs have to face many challenges regarding service quality management. Despite paying the same pric...
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fttheseus:oai:www.theseus.fi:10024/813247 2024-01-07T09:46:17+01:00 Understanding customer expectations towards a hostel : case Ibedcity hostel Ly, Cao 2023 http://www.theseus.fi/handle/10024/813247 eng eng http://www.theseus.fi/handle/10024/813247 URN:NBN:fi:amk-2023113033249 fi=All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.|sv=All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.|en=All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.| fi=Matkailu|sv=Turism|en=Tourism| tourism services quality customers enterprises customer satisfaction quality management hotel sector hotels tourism sector Degree programme in Tourism fi=AMK-opinnäytetyö|sv=YH-examensarbete|en=Bachelor's thesis| 2023 fttheseus 2023-12-14T00:28:19Z In recent years, travelling demand has bounced back stronger than ever, especially after many restrictions from COVID-19 time. Running parallel with benefiting from the rising needs, tourism entrepreneurs have to face many challenges regarding service quality management. Despite paying the same price, travellers tend to have different expectations and experiences for the received services. To shed more light on this matter, the thesis has been conducted. The primary goal of this thesis project is to further understand customer expectations towards one particular type of accommodation: a hostel. In addition, re-search on Rovaniemi destination as well as competitors were also studied to locate the company’s competitive edge. Based on the analysed data, the author suggested a development plan to support the business’s management process. The commissioner of the thesis is Ibecity Hostel, located in Rovaniemi, Finland. Service quality is always one of the top priorities since the company’s establishment. The mixed-method research was approached as the main methodology for this project. The data collection process starts with analyzing both quantitatively and qualitatively the guest reviews of Ibedcity Hostel on Booking.com. Furthermore, a semi-structured interview and participant observation were also conducted to gain more insights into the business operations. With the data acknowledged from this project, it supposedly brings good insights for Ibedcity Hostel to improve its service quality as well as enhance the company's competitiveness. Bachelor Thesis Rovaniemi Theseus.fi (Open Repository of the Universities of Applied Sciences) Rovaniemi ENVELOPE(26.159,26.159,66.392,66.392) |
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Theseus.fi (Open Repository of the Universities of Applied Sciences) |
op_collection_id |
fttheseus |
language |
English |
topic |
fi=Matkailu|sv=Turism|en=Tourism| tourism services quality customers enterprises customer satisfaction quality management hotel sector hotels tourism sector Degree programme in Tourism |
spellingShingle |
fi=Matkailu|sv=Turism|en=Tourism| tourism services quality customers enterprises customer satisfaction quality management hotel sector hotels tourism sector Degree programme in Tourism Ly, Cao Understanding customer expectations towards a hostel : case Ibedcity hostel |
topic_facet |
fi=Matkailu|sv=Turism|en=Tourism| tourism services quality customers enterprises customer satisfaction quality management hotel sector hotels tourism sector Degree programme in Tourism |
description |
In recent years, travelling demand has bounced back stronger than ever, especially after many restrictions from COVID-19 time. Running parallel with benefiting from the rising needs, tourism entrepreneurs have to face many challenges regarding service quality management. Despite paying the same price, travellers tend to have different expectations and experiences for the received services. To shed more light on this matter, the thesis has been conducted. The primary goal of this thesis project is to further understand customer expectations towards one particular type of accommodation: a hostel. In addition, re-search on Rovaniemi destination as well as competitors were also studied to locate the company’s competitive edge. Based on the analysed data, the author suggested a development plan to support the business’s management process. The commissioner of the thesis is Ibecity Hostel, located in Rovaniemi, Finland. Service quality is always one of the top priorities since the company’s establishment. The mixed-method research was approached as the main methodology for this project. The data collection process starts with analyzing both quantitatively and qualitatively the guest reviews of Ibedcity Hostel on Booking.com. Furthermore, a semi-structured interview and participant observation were also conducted to gain more insights into the business operations. With the data acknowledged from this project, it supposedly brings good insights for Ibedcity Hostel to improve its service quality as well as enhance the company's competitiveness. |
format |
Bachelor Thesis |
author |
Ly, Cao |
author_facet |
Ly, Cao |
author_sort |
Ly, Cao |
title |
Understanding customer expectations towards a hostel : case Ibedcity hostel |
title_short |
Understanding customer expectations towards a hostel : case Ibedcity hostel |
title_full |
Understanding customer expectations towards a hostel : case Ibedcity hostel |
title_fullStr |
Understanding customer expectations towards a hostel : case Ibedcity hostel |
title_full_unstemmed |
Understanding customer expectations towards a hostel : case Ibedcity hostel |
title_sort |
understanding customer expectations towards a hostel : case ibedcity hostel |
publishDate |
2023 |
url |
http://www.theseus.fi/handle/10024/813247 |
long_lat |
ENVELOPE(26.159,26.159,66.392,66.392) |
geographic |
Rovaniemi |
geographic_facet |
Rovaniemi |
genre |
Rovaniemi |
genre_facet |
Rovaniemi |
op_relation |
http://www.theseus.fi/handle/10024/813247 URN:NBN:fi:amk-2023113033249 |
op_rights |
fi=All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.|sv=All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.|en=All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.| |
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