An App for Measuring Guest Satisfaction During a Hotel Stay
(2020) MAMM01 20201Ergonomics and Aerosol Technology
- Abstract (Swedish)
- Denna studie berör gästnöjdhet och återkoppling vilka är viktiga aspekter när man arbetar med kunder. Speciellt inom hotellindustrin är detta viktigt då bra service handlar om att känna sin gäst. Hotellen vill veta alla bekymmer eller funderingar som gästen har medan de är kvar på hotellet för att kunna kompensera innan de lämnar. För att möjliggöra detta behöver hotellen ha bättre kommunikation med hotellgästen under hotellvistelsen. I den här studien undersöks hur man på bästa sätt mäter gästnöjdhet i en app under en hotellvistelse. Baserat på intervjuer så har sju utvärderingsfrågor utformats som ett exempel för en sju dagars hotellvistelse, inklusive vilken tidpunkt de bör skickas till gästen. Därefter genomfördes fyra design... (More)
- Denna studie berör gästnöjdhet och återkoppling vilka är viktiga aspekter när man arbetar med kunder. Speciellt inom hotellindustrin är detta viktigt då bra service handlar om att känna sin gäst. Hotellen vill veta alla bekymmer eller funderingar som gästen har medan de är kvar på hotellet för att kunna kompensera innan de lämnar. För att möjliggöra detta behöver hotellen ha bättre kommunikation med hotellgästen under hotellvistelsen. I den här studien undersöks hur man på bästa sätt mäter gästnöjdhet i en app under en hotellvistelse. Baserat på intervjuer så har sju utvärderingsfrågor utformats som ett exempel för en sju dagars hotellvistelse, inklusive vilken tidpunkt de bör skickas till gästen. Därefter genomfördes fyra design iterationer för att ta fram hur notifikationer med utvärderingsfrågor bör vara utformade för att tilltala potentiella användare. Detta resulterade i fyra designförslag med olika sätt att ge ett betyg till en specifik utvärderingsfråga och tre av dessa var därefter implementerade. Det resulterade i en app med utvärderingar som var lätta att förstå, snabba att svara på och med en tilltalande design. (Less)
- Abstract
- This study concerns guest satisfaction and feedback which are important aspects when working with customers. In the hotel industry this is especially important since good service is about knowing your guest. The hotels want to be aware of any concern while the guest is still at the hotel to be able to compensate before they leave. In order to do so, the hotels need a better communication with their guests during their stay. This thesis investigates how to measure guest satisfaction in an app during a hotel stay. From interviews, seven evaluation questions were designed as an example to suit a seven days hotel stay included when it should be sent to the guest. Thereafter four design iterations were carried out to find how notifications with... (More)
- This study concerns guest satisfaction and feedback which are important aspects when working with customers. In the hotel industry this is especially important since good service is about knowing your guest. The hotels want to be aware of any concern while the guest is still at the hotel to be able to compensate before they leave. In order to do so, the hotels need a better communication with their guests during their stay. This thesis investigates how to measure guest satisfaction in an app during a hotel stay. From interviews, seven evaluation questions were designed as an example to suit a seven days hotel stay included when it should be sent to the guest. Thereafter four design iterations were carried out to find how notifications with evaluation questions should be designed to appeal potential users. These resulted in four design examples of different ways to grade a specific evaluation question and three of these were thereafter implemented. It resulted in an app with evaluations that was easy to understand, quick to perform and with a joyful design. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9022770
- author
- Andreason, Stina LU and Lundvall, Ebba
- supervisor
- organization
- course
- MAMM01 20201
- year
- 2020
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- User Experience, Rating Systems, Evaluation, Hotel Reviews, Guest Satisfaction
- language
- English
- id
- 9022770
- date added to LUP
- 2020-06-30 10:20:03
- date last changed
- 2020-06-30 10:20:03
@misc{9022770,
abstract = {{This study concerns guest satisfaction and feedback which are important aspects when working with customers. In the hotel industry this is especially important since good service is about knowing your guest. The hotels want to be aware of any concern while the guest is still at the hotel to be able to compensate before they leave. In order to do so, the hotels need a better communication with their guests during their stay. This thesis investigates how to measure guest satisfaction in an app during a hotel stay. From interviews, seven evaluation questions were designed as an example to suit a seven days hotel stay included when it should be sent to the guest. Thereafter four design iterations were carried out to find how notifications with evaluation questions should be designed to appeal potential users. These resulted in four design examples of different ways to grade a specific evaluation question and three of these were thereafter implemented. It resulted in an app with evaluations that was easy to understand, quick to perform and with a joyful design.}},
author = {{Andreason, Stina and Lundvall, Ebba}},
language = {{eng}},
note = {{Student Paper}},
title = {{An App for Measuring Guest Satisfaction During a Hotel Stay}},
year = {{2020}},
}