Customer Experience and Digital Marketing in the Hotel Business

The marketing communication is changing every day. Besides, customer satisfaction is measured in the hospitality industry by fulfilling their changeable needs and demands. The purpose of the thesis is to provide service guidelines to the hotel employees which helps to guide them through the training and getting the motivation to work further and in developing the quality service of the hotel. In addition, the thesis has provided the developing ideas in digital marketing of the hotel to upgrade the digital networks on a broader range and upsell the products and service to grow the profitability and maintaining the reliability of the hotel. The research and theoretical background of the thesis is focused on customer experiences and digital marketing in the hospitality industry. This thesis shows the experiences of the customers at hotel which includes the theoretical background of qualitative customer service, an interaction between employees, customer satisfaction and sociocultural influences in the entire hospitality industry. The thesis also comprises the research based on planning and development of the digital marketing that involves various ways of social media advertisement, search engine marketing, public relations and the different techniques of customer attraction to upsell the business. The authors have conducted the interviews with both employees and customers, aiming to collect the detailed information about their experiences and current situation of the hotel. The authors are likely to recommend the owner of the hotel to focus importantly on the employee's motivation and hotel marketing through digital technology to empower a significant number of customers’ commitment and satisfy them in full

A Study of European Tourists’ Image of Bangladesh

The objective of the thesis project is to identify European tourists’ image of Bangladesh. The tourism industry in Bangladesh is one of the most important industries and is a vital resource for the country’s economy. Concerning this issue, the country seems not to be a very exoteric holiday destination for European tourists compared to other Asian countries. This is why the main focus of this project is European tourists and their image of Bangladesh. To get a clear picture of the target group, the following research questions will be examined: How do European tourists choose their holiday destination? What are the expectations of European tourists when they visit Bangladesh? To build an image of any specific place it is necessary to promote tourism through marketing. This will increase the number of tourists in that particular place. In this case, the assigned body looks first at the target markets and identifies the customers’ needs and expectations. It will also closely observe what competitors offer their target groups to bring uniqueness to their services. In this twenty-first century, it is helpful to use online tools and social media marketing to build an image of a specific place. People's behavior, climatic conditions, geographical conditions, travel duration, travel operators, and the political situation directly impact a person's expectations of a specific destination. In this project, the theoretical part is based on the concept of tourism, tourism in Bangladesh, the image of the destination, and the 15 Cs marketing framework towards the destination. The survey research was conducted from November 2021 to February 2022. The survey used a quantitative research method. On the other hand, some open-ended questions were included to overcome the restrictions of the quantitative research process. The survey was conducted through Webropol (an online survey tool). The findings can be used for the promotion of tourism in Bangladesh and to attract European tourists to visit Bangladesh. Keywords Bangladesh, destination marketing, destination image, branding, touris