Customer Satisfaction in Service Industry : Case Study of Nokia River Golf
Saikkonen, Iina (2012)
Saikkonen, Iina
Tampereen ammattikorkeakoulu
2012
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012121018858
https://urn.fi/URN:NBN:fi:amk-2012121018858
Tiivistelmä
The purpose of this thesis was to collect information about the current level of customer satisfaction among the members of Nokia River Golf. As the members of the golf club are a significant source of income, it is important for Nokia River Golf to ensure customer satisfaction to keep the members returning to the club.
The data about the level of customer satisfaction were collected by using an online questionnaire the members of Nokia River Golf were able to respond to. A personal interview was conducted among few members to gain more information about the future project of course expansion. The distribution of the responses was analysed and an average score was calculated for various aspects. The average score was then compared to the average scores from the previous customer satisfaction research conducted in 2010 to see if progress has been made and where the focus should be in the future.
The respondents stated that there are some aspects of the service that need to be improved. These aspects included for example the aesthetics of the golf course and the club house as well as the speed of a round of golf. When the average scores were compared to the average scores of the previous customer satisfaction research, the development was mainly positive. The areas that have been a priority since the last customer satisfaction research now scored higher average scores.
The findings indicate that Nokia River Golf is able to offer a service that satisfies the majority of the customers. The results also suggest that focus needs to be put on even the minor aspects of the service, for example the aesthetics of the golf course and the club house. It can be seen from the results that the customers value professional and helpful personnel. The aspects of the physical environment of the service and the personnel will combine an enjoyable experience for the golfers and should be a priority for Nokia River Golf.
The data about the level of customer satisfaction were collected by using an online questionnaire the members of Nokia River Golf were able to respond to. A personal interview was conducted among few members to gain more information about the future project of course expansion. The distribution of the responses was analysed and an average score was calculated for various aspects. The average score was then compared to the average scores from the previous customer satisfaction research conducted in 2010 to see if progress has been made and where the focus should be in the future.
The respondents stated that there are some aspects of the service that need to be improved. These aspects included for example the aesthetics of the golf course and the club house as well as the speed of a round of golf. When the average scores were compared to the average scores of the previous customer satisfaction research, the development was mainly positive. The areas that have been a priority since the last customer satisfaction research now scored higher average scores.
The findings indicate that Nokia River Golf is able to offer a service that satisfies the majority of the customers. The results also suggest that focus needs to be put on even the minor aspects of the service, for example the aesthetics of the golf course and the club house. It can be seen from the results that the customers value professional and helpful personnel. The aspects of the physical environment of the service and the personnel will combine an enjoyable experience for the golfers and should be a priority for Nokia River Golf.