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MOOC kundnöjdhet i besöksnäringen

Customer satisfaction in the tourist industry

Published: 4 October 2021

The course is primarily aimed at those who work or plan to work in the tourism industry and secondarily at anyone who is interested in tourism issues and service quality.

In this course, you will learn more about the concepts of customer satisfaction and quality and what they can mean for tourism companies. You also learn more about customer expectations - how do they arise and in what ways do they affect customer-perceived quality?

The course includes:

  • Marketing
  • Service marketing
  • Quality of service
  • The tourism industry
  • Customer satisfaction in tourist companies
  • 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 the basic university level. You are assumed to have theoretical prior knowledge that corresponds to general eligibility for university studies.

What are you learning?

  • Explain what customer satisfaction and quality means and how the concepts are connected
  • Describe the mutual dependence in the tourism industry
  • Understand and analyze the importance of a holistic view of the customer experience
  • Describe and analyze the technical and functional quality of the service
  • Describe and analyze the factors that affect the customer's expectations

Trailer: Customer satisfaction in the hospitality industry

Luleå University of Technology provides expertise in the subject area of marketing, which includes activities and processes for creating, communicating and delivering value to customers and other stakeholders. This includes, among other things, service marketing, tourism and brand building. The main teacher in this course has long and broad experience of training in the field of marketing.