Haku
Viitteet 2251-2260 / 2981
Asiakastyytyväisyystutkimus sairausturva-vakuutuksen korvauspalvelun toimivuudesta : Case: Vakuutusyhtiö X
(Laurea-ammattikorkeakoulu, 2012)
Opinnäyteyön tavoitteena oli tutkia mitä mieltä sairausturva-vakuutuksen ottaneet asiakkaat ovat saamastaan korvauspalvelusta ja kuinka korvauspalvelua tämän perusteella voitaisiin kehittää. Tutkimus kohdistui Vakuutusyhtiö X:ään, joka on yksi...
Customer satisfactory survey of the health insurance : case insurance company X The purpose of this thesis was to explore how the claims service could be improved based on what the customers who have the health insurance think about the service. The survey focused on Insurance Company X which is one of the well-known insurance companies in Finland. The idea came from the need of claims service teams and the team supervisors need to get information about the customer satisfaction. This kind of customer satisfactory survey has never been done of this type of insurance in Insurance Company X; therefore the survey was necessary for the company. The purpose was that the claims service could be developed more customer-oriented based on the information gotten from the customer satisfactory survey. The surveys theoretical part consisted of literature written about customer satisfaction, customer satisfaction surveys and service quality. The expertise of the researcher was also exploited in making the survey. The survey was conducted as quantitative research by using a questionnaire made for this purpose. The questionnaire consisted of three identifying questions and eleven arguments of the claims service. All the results of the survey were analyzed with SPSS –software and using literature written of the subject. The result of the survey revealed that most of the customers were fairly satisfied with the health insurance claims service. Majority of the customers agreed completely or mostly that their claims are handled professionally and promptly and that the customers are treated well. The survey revealed also that reporting the customers about the claims handling time, the clarity of the given decisions and the handling times of the payment commitments could be improved. One of the strategies of the Insurance Company X is to make the customers so satisfied that they would recommend other people to take their insurances from Insurance Company X. This would increase the possibility for the company to increase its market share. The claims service can be developed based on the result of the customer satisfactory survey in order to reach the target strategy. The claims service is one of the main function of the company and therefore it is crucial for the Insurance Company X's future that the customers are satisfied in this function....
Customer satisfactory survey of the health insurance : case insurance company X The purpose of this thesis was to explore how the claims service could be improved based on what the customers who have the health insurance think about the service. The survey focused on Insurance Company X which is one of the well-known insurance companies in Finland. The idea came from the need of claims service teams and the team supervisors need to get information about the customer satisfaction. This kind of customer satisfactory survey has never been done of this type of insurance in Insurance Company X; therefore the survey was necessary for the company. The purpose was that the claims service could be developed more customer-oriented based on the information gotten from the customer satisfactory survey. The surveys theoretical part consisted of literature written about customer satisfaction, customer satisfaction surveys and service quality. The expertise of the researcher was also exploited in making the survey. The survey was conducted as quantitative research by using a questionnaire made for this purpose. The questionnaire consisted of three identifying questions and eleven arguments of the claims service. All the results of the survey were analyzed with SPSS –software and using literature written of the subject. The result of the survey revealed that most of the customers were fairly satisfied with the health insurance claims service. Majority of the customers agreed completely or mostly that their claims are handled professionally and promptly and that the customers are treated well. The survey revealed also that reporting the customers about the claims handling time, the clarity of the given decisions and the handling times of the payment commitments could be improved. One of the strategies of the Insurance Company X is to make the customers so satisfied that they would recommend other people to take their insurances from Insurance Company X. This would increase the possibility for the company to increase its market share. The claims service can be developed based on the result of the customer satisfactory survey in order to reach the target strategy. The claims service is one of the main function of the company and therefore it is crucial for the Insurance Company X's future that the customers are satisfied in this function....
Osakesijoittaminen : Opas aloittavalle osakesijoittajalle
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön tarkoituksena oli tehdä tiivis ja helposti ymmärrettävä opas osakesijoittamisen aloittamisesta kiinnostuneille. Vaikkakin oppaan tarkoituksena oli olla helppolukuinen ja kompakti tietopaketti, keskityttiin oppaassa myös sen...
The purpose of this thesis was to produce a compact, easy to understand yet comprehensive guide for those interested in investing in stocks. There are numerous similar guides already available. However, the focus of this guide is mainly to assist those just beginning to invest in stocks needing information about the main challenges involved. The guide offers an overview of investment in stocks in general and examines in more detail certain areas of stock investing seen as important, covering areas such as what it takes to start stock investing, what the risk of investing in stocks include, and how an investor can find the most profitable stocks. The guide is not intended to prepare the reader to become a professional investor, but to help him or her to get started and to encourage those who are interested in stock investing. The guide summarizes information from various sources, offering only the best and the most important guidelines of stock investing. At the beginning of the guide the reader is steered to become interested in investing in stocks by understanding their profitability compared to the most other investment instruments. Stocks can increase in value as well as provide a form of capital growth, with a regular income stream. No other forms of investment such as bank deposits or bonds usually include the possibility of increase in value. The interest income, which these investment instruments provide, may not even cover the depreciation in the value of money. Stocks provide regular dividend income and the longer the stocks are kept the greater the dividend income produced. Short-term investing is usually performed only because of an increase in value, but the long-term investor seeks a return on both increases in value and capital growth with a regular income stream. Even though, stock investing has proven to be one the most productive forms of investment, it still has its own risks. The guide also covers the risks included in stock investing. A frustrating fact is that the risk and return expectations always affect each other. The higher the risk, the higher the expected return. Stock investing includes the major risk of losing the entire invested capital. The guide highlights a number of ways to reduce the risk of a person’s investments and how the risk of the investment portfolio can be balanced according to ones requirements. The concrete output of this thesis and guide is to help stock investors get started and identify a profitable stock. Advice from this guide will help stock investor to make stock investing profitable which is the main purpose of stock investing. There are also 10 valuable recommendations at the end of the thesis which can help novice investors to gain this purpose when followed....
The purpose of this thesis was to produce a compact, easy to understand yet comprehensive guide for those interested in investing in stocks. There are numerous similar guides already available. However, the focus of this guide is mainly to assist those just beginning to invest in stocks needing information about the main challenges involved. The guide offers an overview of investment in stocks in general and examines in more detail certain areas of stock investing seen as important, covering areas such as what it takes to start stock investing, what the risk of investing in stocks include, and how an investor can find the most profitable stocks. The guide is not intended to prepare the reader to become a professional investor, but to help him or her to get started and to encourage those who are interested in stock investing. The guide summarizes information from various sources, offering only the best and the most important guidelines of stock investing. At the beginning of the guide the reader is steered to become interested in investing in stocks by understanding their profitability compared to the most other investment instruments. Stocks can increase in value as well as provide a form of capital growth, with a regular income stream. No other forms of investment such as bank deposits or bonds usually include the possibility of increase in value. The interest income, which these investment instruments provide, may not even cover the depreciation in the value of money. Stocks provide regular dividend income and the longer the stocks are kept the greater the dividend income produced. Short-term investing is usually performed only because of an increase in value, but the long-term investor seeks a return on both increases in value and capital growth with a regular income stream. Even though, stock investing has proven to be one the most productive forms of investment, it still has its own risks. The guide also covers the risks included in stock investing. A frustrating fact is that the risk and return expectations always affect each other. The higher the risk, the higher the expected return. Stock investing includes the major risk of losing the entire invested capital. The guide highlights a number of ways to reduce the risk of a person’s investments and how the risk of the investment portfolio can be balanced according to ones requirements. The concrete output of this thesis and guide is to help stock investors get started and identify a profitable stock. Advice from this guide will help stock investor to make stock investing profitable which is the main purpose of stock investing. There are also 10 valuable recommendations at the end of the thesis which can help novice investors to gain this purpose when followed....
Tapahtumamarkkinointi maineen uudistajana
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyön tavoitteena oli selvittää tapahtuman järjestämiseen kuuluvat osa-alueet ja toimia opastavana apuna tapahtumaa järjestävälle organisaatiolle sekä tarkastella kuinka tapahtumat voivat vaikuttaa organisaation maineeseen. Työn toimeksiantajana oli Keravan kaupunki, jonka tarkoituksena oli järjestää 2012 joulumarkkinat ensimmäistä kertaa Keravalla. Tämä opinnäytetyö on yksi osa joulumarkkinoiden suunnitteluvaihetta.
Työn teoreettinen viitekehys muodostui tapahtumamarkkinoinnin keskeisistä käsitteistä; miten tapahtuma järjestetään, kuinka tapahtumat muuntavat organisaation mainetta ja miten tapahtumia markkinoidaan. Teoreettisen viitekehyksen lopussa avattiin Keravan kaupungin joulumarkkinat – tapahtuma. Työssä käytiin ensin läpi tapahtuman järjestämisen vaiheet, suunnittelusta jälkimarkkinointiin. Markkinoinnissa kerrottiin mitä tapahtuman markkinointiin kuuluu ja miten se vaikuttaa organisaation maineeseen tai imagoon. Viimeisessä osassa pe-rehdyttiin Keravan joulumarkkinoihin ja selvitettiin muut lähipiirin samaan aikaan järjestettävät tapahtumat.
Opinnäytetyö toteutettiin kvalitatiivisena eli laadullisena tutkimuksena. Tutkimusmenetelmänä opinnäytetyössä käytettiin teemahaastattelua. Opinnäytetyötä varten haastateltiin pieni määrä ennalta valittuja yrittäjiä, jotka olivat kiinnostuneita osallistumaan tapahtumaan. Teemahaastattelun kysymykset noudattavat Keravan kaupungin edustajien kanssa läpi käytyä runkoa.
Haastatteluista nousi esiin erilaisia toiveita ja kokemuksia. Haastatteluista kävi ilmi, että yrittäjät ovat olleet paljon mukana samankaltaisilla tapahtumilla. Heidän mielestään tapahtumien suunnittelu on usein jätetty puoliväliin, joka myös näkyy tapahtuman ilmapiirissä. Suurimpana toiveena yrittäjillä oli nimenomaan osallistua hyvin järjestettyyn tapahtumaan, jossa myytävä tavara vastaa tapahtuman teemaa. Yrittäjät haluavat yrityksensä ja brändinsä näkyvän tapahtumassa positiivisella tavalla ja he haluavat tapahtuman ilmapiirin huokuvan hyvää joulumieltä.
Keravan kaupunki käytti haastatteluista nousseita ideoita hyväksi tapahtuman myöhemmässä suunnittelussa. He käyttivät hyödyksi myös opinnäytetyöni teoriaosuutta tapahtuman suunnittelussa. Teoriaosuudesta on myös hyötyä muille tapahtumaa suunnitteleville organisaatioille....
of the concepts of event marketing. How events are orga-nized, how events can transform the organization´s reputation and how events are marketed. Kerava´s Christmas fair will be looked through more closely at the end of the theoretical framework of this thesis...
of the concepts of event marketing. How events are orga-nized, how events can transform the organization´s reputation and how events are marketed. Kerava´s Christmas fair will be looked through more closely at the end of the theoretical framework of this thesis...
Kehittämissuunnitelma : case:Naturet-maalämpöneste
(Laurea-ammattikorkeakoulu, 2012)
Maalämpö on yleistyvä ja ympäristöystävällinen rakennusten sekä käyttövesien lämmitysmuoto. Maalämpönestettä käytetään lämmönsiirtonesteenä maalämpöjärjestelmissä sekä kohteissa joissa maalämpönesteen on kestettävä ...
Kilpailijoiden kartoitus yritysliikuntakentällä Case Yritys X
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyöni tarkoituksena on tutkia Yritys X:n kilpailijoiden toimintaa yritysliikuntakentällä pääkaupunkiseudun alueella. Tarkoituksena on selvittää jo olemassa olevien dokumenttien ja puolistrukturoidun haastattelun avulla Yritys X:n viiden (5...
Surveying the physical activity services of competitors: a case study of Company X The purpose of this thesis is to examine the physical activity services for corporations in the capital area of the competitors of Company X. The purpose is to determine how Company X`s five most prominent competitors attract their corporate clients, what services they offer, how these services function and how they are priced and marketed. To obtain this information existing documents were reviewed and a semi- structured interview conducted. After this, benchmarking was used to compare the services to those of Company X. Of the competitors surveyed four are sport centers and one is more clearly profiled as an expert in physical wellness. This study was conducted using qualitative research methods. The semi-structured interview was completed by nine (9) companies, which are the clients of the competitors of Company X. The interview data was gathered between 30.3 and 18.4.2012. In the theoretical section of the thesis the concept of competition is first analysed, including related terms such as competitive advantage, competitor, competitor control, competition and competitor analysis and the use of competitor information and its resources. After this, important terms related to services are defined, such as service marketing, pricing, developing and the creation of new service ideas. According to the research results, four of the competitors focus their corporate services mainly on selling and marketing their memberships, causing them to neglect their remaining services. The competitors’ main service of physical activity functions well, unlike supporting services such as customer service, charging and service marketing to the companies. According to the research results, Company X`s physical activity services for companies are in a good position compared to their competitors. For this reason the services and operation of their competitors did not introduce new ideas for Company X, except in several minor areas. However, the research results did assist Company X in understanding how other sports centers function in the capital area and to understand clients` needs better....
Surveying the physical activity services of competitors: a case study of Company X The purpose of this thesis is to examine the physical activity services for corporations in the capital area of the competitors of Company X. The purpose is to determine how Company X`s five most prominent competitors attract their corporate clients, what services they offer, how these services function and how they are priced and marketed. To obtain this information existing documents were reviewed and a semi- structured interview conducted. After this, benchmarking was used to compare the services to those of Company X. Of the competitors surveyed four are sport centers and one is more clearly profiled as an expert in physical wellness. This study was conducted using qualitative research methods. The semi-structured interview was completed by nine (9) companies, which are the clients of the competitors of Company X. The interview data was gathered between 30.3 and 18.4.2012. In the theoretical section of the thesis the concept of competition is first analysed, including related terms such as competitive advantage, competitor, competitor control, competition and competitor analysis and the use of competitor information and its resources. After this, important terms related to services are defined, such as service marketing, pricing, developing and the creation of new service ideas. According to the research results, four of the competitors focus their corporate services mainly on selling and marketing their memberships, causing them to neglect their remaining services. The competitors’ main service of physical activity functions well, unlike supporting services such as customer service, charging and service marketing to the companies. According to the research results, Company X`s physical activity services for companies are in a good position compared to their competitors. For this reason the services and operation of their competitors did not introduce new ideas for Company X, except in several minor areas. However, the research results did assist Company X in understanding how other sports centers function in the capital area and to understand clients` needs better....
Liikeidea - Ravintola Butadon
(Laurea-ammattikorkeakoulu, 2012)
Liikeidea on yrityksen ydin, kuvaus yrityksen tavasta menestyä. Kun liikeidea on omaperäinen ja vaikea jäljitellä, sillä on useimmiten helpompi kilpailla ja menestyä.
Tämän opinnäytetyön tarkoituksena on luoda selkeä ...
SEPA-muutokset ja tiedottaminen yritysasiakkaille : Case: Sampo Pankki
(Laurea-ammattikorkeakoulu, 2012)
vastaanottaa euromääräisiä maksuja samoin ehdoin, velvollisuuksin ja oikeuksin. SEPA mahdollistaa sen, että asiakkaat voivat käyttää koko euromaksualueella vain yhtä pankkitiliä ja maksuvälinekokonaisuutta. Se helpottaa ja nopeuttaa maksujen kirjautumista. SEPA...
SEPA-modifications and information for business customers Single Euro Payments Area (SEPA) is a common project between serving banks in European union. The idea of this is to create a payment area where all operators, companies and consumers can transmit and receive euro payments whit same terms, responsibilities and permis-sions. SEPA allows customers to use only one account and one tender entity. It will make payments registry quicker and more easily. In Single Euro Payments area belongs the 27 EU countries and as well as Switzerland, Norway, Liechtenstein, Iceland and Monaco. The thesis was made as a project to Sampo Bank and it handles about question how Sampo Bank has work out from reporting about changes along whit SEPA to its business customers. Also I will clarify what kind of changes had the companies done along SEPA. Sampo Bank is a part of Danske Bank concern, which is one of the leading companies in Nordic countries. In addition to traditional banking products, Sampo Bank specialises in savings and investments. The thesis was executed by a survey where the data collection was organized whit questionnaire. It was sent to the companies by email. The companies which were chosen to survey were all customers in Sampo Pankki Järvenpää. They all were chosen by specific reasons. The survey transpired that the business customers were mainly all satisfy the information quality and amount they were given about changes. Also they experienced that Sampo Bank has succeed as well as its competitor’s and even better than them. When asking about the changes along SEPA clarified that all seems to have similar changes and it all was related to updating or getting new systems to retransmit and receive SEPA-payment’s....
SEPA-modifications and information for business customers Single Euro Payments Area (SEPA) is a common project between serving banks in European union. The idea of this is to create a payment area where all operators, companies and consumers can transmit and receive euro payments whit same terms, responsibilities and permis-sions. SEPA allows customers to use only one account and one tender entity. It will make payments registry quicker and more easily. In Single Euro Payments area belongs the 27 EU countries and as well as Switzerland, Norway, Liechtenstein, Iceland and Monaco. The thesis was made as a project to Sampo Bank and it handles about question how Sampo Bank has work out from reporting about changes along whit SEPA to its business customers. Also I will clarify what kind of changes had the companies done along SEPA. Sampo Bank is a part of Danske Bank concern, which is one of the leading companies in Nordic countries. In addition to traditional banking products, Sampo Bank specialises in savings and investments. The thesis was executed by a survey where the data collection was organized whit questionnaire. It was sent to the companies by email. The companies which were chosen to survey were all customers in Sampo Pankki Järvenpää. They all were chosen by specific reasons. The survey transpired that the business customers were mainly all satisfy the information quality and amount they were given about changes. Also they experienced that Sampo Bank has succeed as well as its competitor’s and even better than them. When asking about the changes along SEPA clarified that all seems to have similar changes and it all was related to updating or getting new systems to retransmit and receive SEPA-payment’s....
First Rent A Car Finland Oy:n ja autovuokraamo Vesa Nieminen Oy:n työtyytyväisyystutkimus
(Laurea-ammattikorkeakoulu, 2012)
avataan paremmin niitä seikkoja, jotka vaikuttavat työ-tyytyväisyyteen. Työtyytyväisyyden suurimpia vaikuttajia, kuten työilmapiiriä, motivaatiota sekä johtamistapoja ja palkitsemista käydään tarkemmin läpi. Niiden pohjalta on tehty määrällinen tutkimus...
First Rent A Car Finland Ltd. and Car Rental Vesa Nieminen Ltd. - Job Satisfaction Research In this Bachelor`s I the topic was researching job satisfaction in the First Rent A Car Finland Ltd. as well as car rental Vesa Nieminen Ltd.’s job satisfaction. In this study the aim is to find out possible differences in job satisfaction when comparing to bigger organization as well as a smaller entrepreneur. Both companies are also known as Hertz car rental. Based on data, a short summary of the development proposals in relation job satisfaction for both companies is given. In the theoretical part of the thesis, aspects that affect job satisfaction will be opened in more detail. Aspects such as organizational climate, motivation and leadership styles and reward will be explained in detail. They have also been made on the basis of quantitative research related to job satisfaction. This thesis carried out in the form of questionnaire, which was sent to 36 Hertz offices by post. The research found that the employees of First Rent A Car Finland Ltd. are relatively satisfied with the supervisor and co-workers. Employees of car rental Vesa Nieminen Ltd. were co-operative, but they needed more feedback from their supervisor. The main areas for improvement related to giving feedback, internal communications and training opportunities. Developing the quality and content of the conversations came up on the surface of another company and another company would like to have those conversations...
First Rent A Car Finland Ltd. and Car Rental Vesa Nieminen Ltd. - Job Satisfaction Research In this Bachelor`s I the topic was researching job satisfaction in the First Rent A Car Finland Ltd. as well as car rental Vesa Nieminen Ltd.’s job satisfaction. In this study the aim is to find out possible differences in job satisfaction when comparing to bigger organization as well as a smaller entrepreneur. Both companies are also known as Hertz car rental. Based on data, a short summary of the development proposals in relation job satisfaction for both companies is given. In the theoretical part of the thesis, aspects that affect job satisfaction will be opened in more detail. Aspects such as organizational climate, motivation and leadership styles and reward will be explained in detail. They have also been made on the basis of quantitative research related to job satisfaction. This thesis carried out in the form of questionnaire, which was sent to 36 Hertz offices by post. The research found that the employees of First Rent A Car Finland Ltd. are relatively satisfied with the supervisor and co-workers. Employees of car rental Vesa Nieminen Ltd. were co-operative, but they needed more feedback from their supervisor. The main areas for improvement related to giving feedback, internal communications and training opportunities. Developing the quality and content of the conversations came up on the surface of another company and another company would like to have those conversations...
Asiakastyytyväisyystutkimus ja palvelun laatu Case: Kone-Glans
(Laurea-ammattikorkeakoulu, 2012)
Tämän opinnäytetyön tarkoituksena oli toteuttaa palvelualan yritykselle asiakastyytyväisyystutkimus ja saada sitä kautta tietoa yrityksen palvelun laadusta, tehokkuudesta ja toimivuudesta. Lisäksi tutkimuksella haluttiin kartoittaa yrityksen...
Customer satisfaction and service quality Case: Kone-Glans The purpose of this thesis was to conduct a customer satisfaction survey for a service company and find out information concerning the company’s quality of service, efficiency and functionality. In addition, the company’s potential areas of development and future customer segments/groups were charted with the survey. The theory has been divided into concepts of service quality, marketing and customerships. The theory has been discussed through different book sources and thus has been covered as comprehensively as possible. Quantitative method was used in the thesis because this was the most efficient method to receive data from the company’s customer register for the analysis. The research material consisted of 3500 customers, to whom questionnaires were sent. Total number of responses was 645. After having received the answers, research data was analyzed and the findings have been presented in various graphs. According to the results customers were mainly satisfied with the quality of the service. There were few customers who were negative regarding the service quality. Almost all of those who were negative were unsatisfied with the time it took to receive service and the quality of the spare parts. As a conclusion, it was presented that the company should improve the promptness of service in the store, via e-mail and on the phone. Company should also focus on the quality of its products’ spare parts. As a further study the company was advised to continue conducting surveys and test their service quality because service has to be developed continuously and service can never be too good. New surveys will provide company an opportunity to see how they have developed in different sectors. In the future, the company should improve the availability and speed of delivery of spare parts and products and make sure that the product quality is better....
Customer satisfaction and service quality Case: Kone-Glans The purpose of this thesis was to conduct a customer satisfaction survey for a service company and find out information concerning the company’s quality of service, efficiency and functionality. In addition, the company’s potential areas of development and future customer segments/groups were charted with the survey. The theory has been divided into concepts of service quality, marketing and customerships. The theory has been discussed through different book sources and thus has been covered as comprehensively as possible. Quantitative method was used in the thesis because this was the most efficient method to receive data from the company’s customer register for the analysis. The research material consisted of 3500 customers, to whom questionnaires were sent. Total number of responses was 645. After having received the answers, research data was analyzed and the findings have been presented in various graphs. According to the results customers were mainly satisfied with the quality of the service. There were few customers who were negative regarding the service quality. Almost all of those who were negative were unsatisfied with the time it took to receive service and the quality of the spare parts. As a conclusion, it was presented that the company should improve the promptness of service in the store, via e-mail and on the phone. Company should also focus on the quality of its products’ spare parts. As a further study the company was advised to continue conducting surveys and test their service quality because service has to be developed continuously and service can never be too good. New surveys will provide company an opportunity to see how they have developed in different sectors. In the future, the company should improve the availability and speed of delivery of spare parts and products and make sure that the product quality is better....
Palvelun laadun kehittäminen henkilöstöpalvelualan yrityksessä : case: Extremely Nice Job Oy
(Laurea-ammattikorkeakoulu, 2012)
Opinnäytetyö tehtiin toimeksiantona Extremely Nice Job Oy:n Helsingin konttorille, joka on ravintola-alan henkilöstöpalveluyritys. Opinnäytetyö sisälsi asiakastyytyväisyystutkimuksen laatimisen toimeksiantajan asiakkaille. Opinnäytetyö aloitettiin...
Developing the customer satisfaction in recruitment office This thesis was performed as an assignment for Extremely Nice Job Oy, which is a recruitment office in Helsinki. Thesis included a customer satisfaction survey for client’s customers. Thesis was started in January 2012 and was completed in April 2012. The goal of this survey was to develop the quality of service, with the purpose that the company can service their customers more and better. In case to do that, the quality of service at this moment had to be measured. It was measured by performing a customer satisfaction survey for company’s customers. The survey was performed together with the client, who told case problems that must be an-swered. Then the student customized the questions and translated them to the questionnaire form. Questionnaire included questions about customer service, accounts and about other practical measures. The questionnaire was sent by e-mail to a total of 65 respondents. Questionnaire included questions of multiple-choice and open-ended matters. Multiple-choices were analyzed by making Microsoft Excel bar charts and open points were analyzed by making an overview of the answers with some examples in it. The survey revealed that the company’s quality of service at this moment is good. Customers evaluated that the customer service is polite and professional, and they can get profit from the account with the company. There were no huge problematic aspects, only few minor things, for example developing the ability to react and reliability of company’s services. As a result of this customer satisfaction survey, it can be said that the quality of service and fluency of cooperation and services are the main competitive factors in the branch of recruitment offices. The client does not have to do major operations to develop its service and quality. It only needs a little more accuracy and focusing on business activities....
Developing the customer satisfaction in recruitment office This thesis was performed as an assignment for Extremely Nice Job Oy, which is a recruitment office in Helsinki. Thesis included a customer satisfaction survey for client’s customers. Thesis was started in January 2012 and was completed in April 2012. The goal of this survey was to develop the quality of service, with the purpose that the company can service their customers more and better. In case to do that, the quality of service at this moment had to be measured. It was measured by performing a customer satisfaction survey for company’s customers. The survey was performed together with the client, who told case problems that must be an-swered. Then the student customized the questions and translated them to the questionnaire form. Questionnaire included questions about customer service, accounts and about other practical measures. The questionnaire was sent by e-mail to a total of 65 respondents. Questionnaire included questions of multiple-choice and open-ended matters. Multiple-choices were analyzed by making Microsoft Excel bar charts and open points were analyzed by making an overview of the answers with some examples in it. The survey revealed that the company’s quality of service at this moment is good. Customers evaluated that the customer service is polite and professional, and they can get profit from the account with the company. There were no huge problematic aspects, only few minor things, for example developing the ability to react and reliability of company’s services. As a result of this customer satisfaction survey, it can be said that the quality of service and fluency of cooperation and services are the main competitive factors in the branch of recruitment offices. The client does not have to do major operations to develop its service and quality. It only needs a little more accuracy and focusing on business activities....









