Customer satisfaction in the hospitality industry
The tourism industry is an important part of Sweden's economy. A prerequisite for the success of a tourism company is the ability to develop high quality products and satisfied customers.
Facts and figures
Scope:
3 weeks, 4 hours per week
Location:
Online
Course type:
The course is a MOOC, a Massive Online Open Course, open to everyone.
Language:
Swedish
Price:
Free to complete. If you wish to obtain a certificate after completing the course, you can do so for a fee. This course is available on the educational platform FutureLearn.
About the course
In this course you will learn more about the concepts of customer satisfaction and quality and what they can mean for tourism businesses. You will also learn about customer expectations - how do they arise and how do they affect customer-perceived quality?
The course includes:
- Marketing
- Service marketing
- Service quality
- The tourism industry
- Customer satisfaction in tourism businesses
- Customer expectations
What will you learn?
- Explain what customer satisfaction and quality mean and how they are related to each other
- Describe interdependence in the tourism industry
- Understand and analyse the importance of a holistic approach to the customer experience
- Describe and analyse the technical and functional quality of a service
- Describe and analyse the factors that influence customer expectations.
Who is the course for?
The course is aimed at those who work or plan to work in the hospitality industry or those who are interested in tourism issues and service quality. The course corresponds to basic university level. You are assumed to have theoretical knowledge corresponding to general eligibility for university studies.
Registration
- Register here
External link, opens in new window.
The course is given on the education platform FutureLearn.
Updated: