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This book is based on the research about service quality and Russian customers´ satisfaction at Restel hotel´s chain which is a partner of the study. The research is based on quantitative approach, but it also includes study based on qualitative approach. Three hundred questionnaire forms were delivered to the customers at the check-in time and returned by hotel guests to the hotel´s reception at check-out time. For better understanding of customers´ motivations and desires face-to-face interviewing was held. The theoretical part of the book consisted of related literature reviewing; hospitality industry related articles as well as information from Finnish Tourism Board, World Tourism Organization and Russian Tourism Board, and the analysing of Internet sources providing information and customers´ feedbacks of the hotels mentioned above. The research was carried out in order to understand Russian customers´ perceptions and level of satisfaction. The results will help hotels management in improving service quality and fulfilling better customers´ expectations. The study is considering all the services provided in the hotels, including restaurant services.

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Ekaterina was born in Russia, studied International Business in Saint-Petersburg State Polytechnic University (Russia) and International Tourism in Saimaa University of Applied Sciences (Finland), has graduated from both in year 2010. Nowadays Ekaterina lives in Finland and works in Imatra Region Development Company Ltd.

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