Service quality and customer satisfaction at ISS Facility Service company (Cleaning Service)
Malla, Kalyan (2012)
Malla, Kalyan
Jyväskylän ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012060611893
https://urn.fi/URN:NBN:fi:amk-2012060611893
Tiivistelmä
The first objective of this research was to discover about the quality and current problems of service. Besides that, this thesis also provides some prompt solutions for these problems in a specific service company- this thesis research objective, ISS Service Company. Secondly, by this research the questions about how customer satisfaction is in ISS Service Company and in general will be answered.
The research was done for Agora University building where the service provider is ISS. The thesis was carried out using quantitative method. Some questionnaire were set up and sent through the email using the Digium survey method to the user of the services in the building. The research was set to examine the satisfaction level of customer with the service provided by company. Among many customers, only 35 were chosen randomly for the survey. The survey was held in 8.3.2012 which was sent to 35 people. The survey was held for about 2 weeks in order to get as many responses as possible. The survey was conducted by sending the questionnaire using the Digium Marata survey software which was answered by 18 respondents.
This study will help the company to improve its service quality for the customer satisfaction. The results achieved from the thesis indicate that the cleaning service provided by ISS Company is good and the customers are satisfied with it. The customers felt that the company is always eager to help their customers at its best.
The research was done for Agora University building where the service provider is ISS. The thesis was carried out using quantitative method. Some questionnaire were set up and sent through the email using the Digium survey method to the user of the services in the building. The research was set to examine the satisfaction level of customer with the service provided by company. Among many customers, only 35 were chosen randomly for the survey. The survey was held in 8.3.2012 which was sent to 35 people. The survey was held for about 2 weeks in order to get as many responses as possible. The survey was conducted by sending the questionnaire using the Digium Marata survey software which was answered by 18 respondents.
This study will help the company to improve its service quality for the customer satisfaction. The results achieved from the thesis indicate that the cleaning service provided by ISS Company is good and the customers are satisfied with it. The customers felt that the company is always eager to help their customers at its best.