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Kasteel Oud-Poelgeest geeft uw evenement kleur

klantbehoeften- en tevredenheidsonderzoek

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Kasteel Oud-Poelgeest geeft uw evenement kleur

klantbehoeften- en tevredenheidsonderzoek

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Samenvatting

Kasteel Oud-Poelgeest is an estate which consists of two different buildings, one of them is a castle and the other one is the coach house. It is a congress-hotel, with 15 meeting rooms and 45 hotel rooms. The director of Kasteel Oud-Poelgeest finds it really important to focus on the guest to see what their experiences and needs are. So that is one of the reasons to give me the mission to do research in the customer satisfaction and needs of their business guests. The main questions of my research is:
To what extent is there a difference between the expectations and needs versus the experiences, regarding the service of Kasteel Oud-Poelgeest, according to business guests?
The business guest that are used in this research are the guest who are responsible for the booking process and also take part at the meeting of the organisation. Because these people see all the facets of the services of Kasteel Oud-Poelgeest they are the most suitable population for this research.
In order to answer the research question, different research methods has been used. First a lot of information has been gathered with desk research about customer satisfaction and the ways to measure it. By means of this desk research I took the SERVQUAL-model as the base for the interviews. This is also the conceptual model in this research. For the field research there is chosen for qualitative interviews with two different groups. Group A consist of 8 guests, the structure of these interviews are very open. There is talked about their opinion according to the five dimensions of the SERVUAL-model. The results of these interviews are combined in statements. These statements are presented to group B, that consist of four people from the same population. Through this way the customer satisfaction is measured by two ways and it assures that the results are reliable.
According to the result there is an positive upward trend in the service. There is a clear difference in satisfaction of respondents who have been coming for years, and respondents who have only hosted since last year. About the reliability dimension, most people are satisfied. In general, Kasteel Oud-Poelgeest does what it promises. Some respondents have lost confidence, it takes time before confidence is fully regained. There is need for one contact person, during the booking and meeting process. It is clear that there is a positive upward trend regarding the service level. Many respondents are very positive about the location of Kasteel Oud-Poelgeest, it gives a distinctive character. However, a comment is that, the temperature in the rooms are hard to regulate. There is a very personal service, staff show lots of empathy. On the meeting itself, the staff responds very quick and is helpful when there are questions and needs. A negative thing in the dimension responsiveness is that there is a delay in the booking process.
To increase customer satisfaction there are a few factors which can be improved, there are 11 recommendations in total. Firstly a recommendations about service training for all the employees and the communication between the banqueting employees and the sales people. Secondly, there is a recommendation about the booking process and after sales. One about inviting new guests to let them feel the atmosphere and ambience of the castle. One about giving more choices to the guests and gives all the customers after sales if they have been by Kasteel Oud-Poelgeest. But especially when there was no place at Kasteel Oud-Poelgeest, it is necessary to give them a call.
One about the purchase of heaters and air conditioners to regulate the temperature in the rooms. One about checking all the electronic devices before the meeting starts, gives a quick cleaning service in the break of the guest and clean and check the coffee machines at a regular basis. When the number of regular customers increase, it is wise to make a cooperation agreements on price and frequency. On the basis of these recommendations, it is possible to increase the customer satisfaction of Kasteel Oud-Poelgeest.

Toon meer
OrganisatieHogeschool Leiden
OpleidingCommerciële Economie
AfdelingFaculteit M&B
PartnerKasteel Oud-Poelgeest
Datum2016-08-01
TypeBachelor
TaalNederlands

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