An investigation of correlations between employee satisfaction and guest satisfaction at hotels in Scandinavia
MetadataShow full item record
- Master's theses (SV-NHS) 
The aim of this cross-sectional research was to investigate the correlations between guest satisfaction and employee satisfaction amongst 60 hotels in Scandinavia. This research is set our to answer the following question: “ Can the results from the guest feedback systems for hotels relate to the results of the employee surveys?” Moreover,” can the results from employee satisfaction survey correlate with results from guest satisfaction?” Further on the thesis has been investigating different aspects of Scandinavia’s largest hotel chain; Comfort Hotels and Clarion Collection Hotels, which are all a part of the Nordic Choice Hotels, and their use of Net Promote Score to measure satisfaction amongst their hotel guests. The results of 2013 have been correlated with results in an annual climate survey for the same hotels to research of there are correlations. The literature review pointed out results form previous a study conducted in the hospitality industry and research questions has been explained in details. Definitions and theories have also been displayed in the literature review where information about culture and climate are researched. The methodological processes and procedures are outlined in order to answer the research question and based up on theories explained in the literature review. The findings explains the actual results of the analysis conducted in SPSS and the findings gives us an indication of less than 20% variance in the models measured and possibility of multicollinearity. The results of this study have indicated that culture made a strong unique contribution to explaining the total score of guest satisfaction.
Master's thesis in International Hospitality Management