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Tjänstekvalitet: En kvalitativ studie om gästers upplevelser under en hotellvistelse
Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Tourism Studies.
Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Tourism Studies.
2018 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

På en allt mer global och konkurrensutsatt hotellmarknad försöker aktörer att skapa starka varumärken och vinna gästers lojalitet. Men vilka är drivkrafterna bakom valet av boende och vilka attribut avgör vad som ger en tillfredsställd hotellgäst? God tjänstekvalitet har kommit att bli en allt viktigare konkurrensfördel där tjänsteupplevelsen blir en avgörande faktor för kundnöjdheten. Inom ett oerhört subjektivt ämne som kvalitetsuppfattning, fanns det i denna studie en önskan att försöka reda ut vilka faktorer som påverkar kundnöjdheten och vilka attribut som hotellgäster värdesätter och återkommer till. Finns det någon entydig definition av tjänstekvalitet hos hotellgäster eller finns det lika många svar som det finns gäster? Är det dessutom skillnad på tjänstekvalitet mellan hotellkedjor och fristående hotell? Utifrån dessa reflektioner genomfördes kvalitativa intervjuer i fokusgrupper vars frågor baserats på tidigare forskning och teorier kring ämnet tjänstekvalitet. Studiens resultat indikerar att hotellpersonalens uppträdande och närvaro spelar en större roll än vad tidigare teorier betonat. I en allt mer digital värld finner hotellgästen uppskattning och värde i det personliga mötet hos en engagerad personal som kan erbjuda individuellt anpassad service.

Abstract [en]

In a globally enhanced and competitive hotel market, operators try to create strong brands and win guest loyalty. But what is the motivation behind the choice of accommodation and what attributes determine what makes a satisfied hotel guest? Good service quality has become an important competitive advantage, with service experience becoming a decisive factor in customer satisfaction. In this study, there was a desire to try to figure out which factors affect customer satisfaction and what attributes that hotel guests value and return to. Is there any unambiguous definition of service quality or are there as many answers as there are guests? Is there a difference between the service quality at hotel chains and independent hotels? Based on these reflections, qualitative interviews were conducted in focus groups. The questions were based on previous research and theories on the subject of service quality. The results of the study indicate that the behavior and presence of hotel staff play a greater role than previous theories emphasized. In an increasingly digital world, hotel guests find appreciation and value in the personal meeting of an committed staff who can offer personalized service.

Place, publisher, year, edition, pages
2018. , p. 48
Keywords [en]
service quality, hotel, hotel chain, hotel experience
Keywords [sv]
tjänstekvalitet, servicekvalitet, hotell, hotellkedjor, hotellupplevelse
National Category
Other Social Sciences
Identifiers
URN: urn:nbn:se:sh:diva-36215OAI: oai:DiVA.org:sh-36215DiVA, id: diva2:1244514
Subject / course
Tourism Studies
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2018-09-04 Created: 2018-09-02 Last updated: 2018-09-04Bibliographically approved

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • harvard-anglia-ruskin-university
  • apa-old-doi-prefix.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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