Guest Satisfaction with Glamping Services: A Case Study

In the tourism industry, guest satisfaction represents one of the key factors influencing the competitiveness and long-term sustainability of accommodation facilities. The quality of services provided and the overall customer experience significantly affect not only the evaluation of the stay, but also guests’ willingness to revisit and recommend the service to others. This diploma thesis focuses on customer satisfaction with services provided by the Toulabí glamping site. The aim of the thesis was to identify key factors influencing guest satisfaction and to analyze their relationship with overall satisfaction. The research was conducted using a quantitative questionnaire survey among guests of Toulabí glamping. The collected data were analyzed using descriptive statistics and Spearman’s correlation coefficient. Additionally, content analysis was applied to open-ended responses. The results indicate that all examined service quality factors have a positive relationship with overall satisfaction. The strongest influence was identified for the first impression upon arrival, accommodation equipment, atmosphere and surroundings, and cleanliness. The weakest relationship was observed for sleep quality. The perceived value for money shows a moderate relationship with overall satisfaction. The findings further reveal that for a significant proportion of guests, the glamping itself represents the main purpose of the trip, and that overall satisfaction is closely associated with the willingness to recommend the service to others. The results highlight the key role of the natural environment, tranquility, and overall atmosphere, while additional services play a secondary role. Based on the findings, recommendations are formulated to improve service quality and customer experience.