A look into visitor satisfaction: The case of Dino Park Assignment | Custom Homework Help


I have started to write my introduction for my thesis. Its 6 pages so far. I want you to go through and apply the comments what I got from my supervisor and make my introduction more professional.
here are the comments:
You have missing references even in chapter 1 that you say it is done. What kind of references are (REFERENCE) or (Anonymous)
Please delete the working title and start using headings, such as Chapter 1: Introduction.
Usually, introductory chapter does not have introduction. You can keep it if you like though.
Flow of writing must be improved throughout. You are jumping from one topic to another without proper transitions.
Please be consistent how you write Dino Park.
Three paragraphs on Dino Park in section 1.1 – where are the references?
Avoid one sentence paragraphs.
First paragraph of 1.2 does not belong to the section titled Purpose of the Study. It should be integrated in 1.1.
Author has a direct interest – what does this mean?
I do not understand your argumentation that the new parks serve more customers. That is your opinion. Moreover, it is not really correct what you write that so far there was no monitoring of customer satisfaction. Overall, you have repetitive and unclear information in the purpose part and this section should be streamlined as it is very important. You should not be discussing methods here.
Research questions should be proofread. Is your first question also about Dino Park? I assume it is.
Section 1.3: need to be streamlined. You need to stick to the point: what will be covered from the secondary research (literature review and secondary data that you did not even mention) and what will be done in primary research.
Section 1.4: Findings chapter is not the same chapter as conclusion. Conclusion and recommendations is one chapter. You have four research questions (not three). Will need to be updated at later stages.

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1 Introduction

Chapter 1 intends to expound on various subsections such as the background detailing the topic of this material, the purpose of the study, and the research questions will be also be presented and studied further. Moreover, the clarification on the analytical approaches applicable in this work will be discussed in more detail.

1.1 Background of the Thesis

The theme park business has been developing over the years since the opening of Disneyland in California in 1955, which is the first amusement park (Wu, Li, & Li, 2018). Attractions like theme parks give pleasure to customers day by day. These parks also strive to improve their reputation, boost tourism, build the economy, and promote education, leisure, and entertainment facilities for various age groups. By the year 2010, more than 189.1 million people had visited theme parks across the world (Wu, Li, & Li, 2018).

However, the theme park industry in Europe is not as competitive as the one in the U.S, and only two parks reach the highest annual visits, over 5 million, Disneyland Paris (10.2 million,2005), and Blackpool Pleasure Beach (6 million visits in 2005) (Groote, 2007). Many tourists visit theme parks with expectations that they will enjoy the visit with delight and pleasure. Positive emotions relate to customer satisfaction, which then influences them to visit the place another time, increasing the customer rate of return. Customer delight can get defined as the reaction of the consumer after receiving a service or product (Lai, Chu & Petrick, 2016). The increasing demand for amusement parks has led to high development with new entertainment and facilities and extending their services within catering and accommodation. This industry is about pleasing and fulfilling the needs of customers, so it is essential to look into the customer satisfaction, strong consumer demand worldwide has resulted in the development of many parks and suggests that the market is still open for newcomers.

Therefore, our study will be built around a specific project called Dino Park Rasnov, built from European Funds, an investment worth of 4.7 million€. It is the biggest park with a dinosaur theme in eastern Europe, an innovative and unique project in Romania (Marica, 2015). It has gained much popularity over the past few years, making it into the top 5 tourist destinations in Romania, approximately 1.5 million visitors per year (Mircea, Adrian, 2018).

The park is strategically placed next to the citadel of Rasnov, which is a significant tourist attraction. The theme park lies on a land of four hectares in a natural environment. It has 100 exposed dinosaurs made of unique resin and fibreglass. The dinosaurs are reproduced according to the latest discovery, on a scale of one to one, are guaranteed to be there for 50 years. The park also has a restaurant, 9D and 360-degree cinema and contains the largest ever dinosaur that ever lived on earth (45 meters long).(TRIPADVISOR,2020)

The park offers excitement and fun for its visitors. It gets projected that the theme park will continue to prosper since people are always looking for new ways to diversify their holiday experience.(REFERENCE) Due to the high level of competition in the theme park industry, dino park has to ensure that its customers are well satisfied with its services (Anonymous, 2020). However, with the rise of popularity and increasing visitors, the park is facing a considerable challenge; higher the number of visitors results in the same level of expectations and the difficulty of achieving higher customer satisfaction. However, it is essential to monitor customer satisfaction because it plays a vital role in the performance and productivity of the organization. Additionally, effective optimization of customer satisfaction will lead to a higher rate of return, sale growth in the short and long term. Although dissatisfaction will result in low sales, protests, and boycotts (Tarigan & Hatane, 2019).

1.2 Purpose of the study

The purpose of this thesis is the study of the various factors that are likely to influence customer satisfaction within Dino Park. Furthermore, it intends to presents how management optimizes these factors to improve satisfaction and increase the rate of return, adding value to Dino Park experience. The destination Romania, Rasnov, was chosen as an ideal theme park given its convenience in terms of availability of data. The data is crucial for analyzing factors of interest, such as customer satisfaction and corresponding measurement of performance.

Moreover, the need to study the theme park industry in southern Europe is also to enable them to cope with the demands of customer satisfaction, which is key to the survival of the business. With the understanding of the park’s management desire to know their clients’ perceptions, and what drives visitors into and out of attraction parks, was also vital in choosing this study. Furthermore, the theme park manager’s accessibility of feedback is paramount to estimate peak visitor visits. Moreover, consequently, the use of the information for planning of theme park features such as car parks, fascination themes,  excursions, foodstuff, and effective management.

In order to achieve the aim, the following research questions must be answered:

  1. What are the main customer satisfaction factors in Dino Park Rasnov?
  2. In what ways customer satisfaction impacts the performance of Dino Park Rasnov?
  3. How is customer satisfaction measured inside Dino Park Rasnov?
  4. How can customer satisfaction be used and optimized for further development within Dino park?

1.3 Analytical approach

To fully understand the topic, this thesis will maximize on both primary and secondary information where an existing and approved literature materials will constitute secondary sources. Through literature reviews, representing the secondary source of information, this thesis will explore an overview of the general theme park industry focusing on the history, past and present trends, and an explanation of its characteristics. Moreover, the definition and the measurements of customer satisfaction and its optimization will be discussed together with the major factors that affect customer satisfaction and present how management will respond. Additionally, the market of theme parks will be highlighted in a global perspective and used to bring in-depth understanding of the industry further.

The primary research provides first-hand data through interviews with the general manager of the park, employees, and the marketing team. Various tools of data collection, such as questionnaires and surveys, will also be applied. With this data, further processing will be done to obtain clean, reliable, and applicable information for the industry of theme parks and specifically the Dino Park Rasnov. Consequently, issues raised through the secondary source can be assimilated with the situation inside Dino Park Rasnov in regards to customer satisfaction. Thus, analytical research is critical in determining various measures of customer satisfaction and how data is handled in order to improve the quality of services to the clients.

1.4 Outline of the thesis

The thesis has the following parts: introduction, literature review, methodology, findings, conclusion and recommendations. In the introduction of this thesis, an overview of the topic and the background of the thesis were evaluated. The purpose of this study is to answer the four main research questions, which are the pillars of this research. Furthermore, the analytical approach will be shown.

The second part of the thesis is Literature Review, where various subjects relating to the thesis will be reviewed following the subtopics: theme park industry, customer satisfaction, and the European theme park trends. Here, deeper discussions on why customer satisfaction is essential regarding the performance of an organization and in what ways can affect it and how they should be optimized or handled will be done. The literature review will also cover areas on how customer feedback is linked to customer satisfaction. In the methodology part of the thesis, the qualitative research design and interviews as a collection of data will be presented.

Nonetheless, interview questions and the outcome of these questions will be assessed, and also the data collection and analysis process will also be presented. Moreover, the finding of the interviews and other data will be presented in chapter four of the thesis. After discussing the findings, in the last part, the thesis will give conclusions and recommendations. The outcome will be the list of suggestions for the optimization of visitor satisfaction from the management perspective of the park.

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