|Tipo di tesi||Tesi di laurea magistrale|
|Titolo||Customer satisfaction nelle aziende internazionali: uno studio interculturale nel settore del turismo|
|Titolo in inglese||Customer Satisfaction in International Enterprises: an intercultural study in the tourism sector|
|Struttura||Dipartimento di Studi Linguistici e Culturali|
|Corso di studi||LANGUAGES FOR COMMUNICATION IN INTERNATIONAL ENTERPRISES AND ORGANIZATIONS - LINGUE PER LA COMUNICAZIONE NELL'IMPRESA E NELLE ORGANIZZAZIONI INTERNAZIONALI|
|Data inizio appello||2020-07-21|
|Disponibilità||Accesso limitato: si può decidere quali file della tesi rendere accessibili. Disponibilità mixed (scegli questa opzione se vuoi rendere inaccessibili tutti i file della tesi o parte di essi)|
|Data di rilascio||2060-07-21|
La soddisfazione del cliente è un aspetto da considerarsi fondamentale per la buona riuscita di qualsiasi azienda, la quale deve tenere conto di tali desideri ed esigenze per rimanere presente sul mercato globale.
Customer satisfaction is an aspect to be considered fundamental for the success of any company, which must take into account the desires and needs of the client in order to remain active in the global market. This paper aims to understand how culture can influence the choices and opinions of the customer in the hotellerie world, trying to explain how customer satisfaction strategies can be adapted and used in such a way that the service offered is as compliant as possible with the needs of international tourists. The first chapter describes the main models and theories used for the analysis of customer satisfaction in the world of services. The Servqual model and the Kano model, which are among the best in this field, are described. The second chapter focuses on the empirical analysis of tourists' expectations, their needs and the success of a marketing strategy. 150 reviews written by tourists from all over the world on the Booking.com booking platform's website about five different hotels in the German capital will be taken as a sample for the analysis, in order to understand which aspects of their stay at the hotel are considered most important and on which the hotel management team should act more quickly. The third chapter deals with the problem of cultural diversity, which leads different customers to react differently to the different stimuli received during their trip. After describing the main studies on cultural diversity, including those of Hofstede and Hall, tourist reviews have been used as evidence of these theories with the aim of collecting data on cultural differences in the countries involved in the research. This analysis allowed the writer not only to deepen the models studied during the course of study and applied during the curricular internship, but also to combine the theories of international marketing and cultural diversity in order to provide a proposal for customer satisfaction analysis for companies operating in the intercultural market.