Haku
Viitteet 4551-4560 / 5020
Palvelulähtöinen tapahtuma tarpeisiin perustuen
(Laurea-ammattikorkeakoulu, 2010)
Luovien alojen yritystoiminta kasvaa jatkuvasti. Näillä toimialoilla on globaaleja vaikutuksia niin sosiaaliseen kehitykseen kuin innovaatioiden ja talouden edistämiseen. Luovilla aloilla on paljon kasvu- ja kansainvälistymismahdollisuuksia, joilla...
Service-oriented Event based on Needs Business activity related to creative industries is constantly growing. Globally, these industries can boost innovation and enhance the growth of the economy, as well as have an impact on social development. Furthermore, creative industries provide great potential for growth and international expansion, which could also enhance Finland’s competitiveness in global markets. However, experts and entrepreneurs in creative industries often face challenges in terms of lacking business skills and competences. Issues related to start-ups, growth entrepreneurship and networking are often perceived as difficult. Moreover, the support systems and development networks are complex, and people do not know how to seek help from authorities or organisations on the national level. During spring 2010, the Economic and Planning Centre of the City of Helsinki organised a series of events under the title ”Luova kohtaamispaikka” in the facilities of Helsinki City Library at Lasipalatsi. The events were a part of a wider portfolio of services tailored for entrepreneurs and experts in creative industries provided by the City of Helsinki. The purpose of this research was to discover what needs this type of service-oriented event should meet. The objective was to clarify the role of the event as a part of the service portfolio and highlight the most pertinent needs for such an event. The research was carried out as a census study. The data was gathered by an electronic survey during 9-17 June 2010. From the population of 1104 experts and entrepreneurs in creative industries, 61 responses were received. Due to the limited sample size, the interpretations cannot be generalised to the entire population. However, the data can be used to identify needs to which the event should respond, and thus the findings can be used to aid in planning and designing future events. The analysis revealed clear needs and priorities for the event. 48 of the respondents (4 % of the population) identified networking possibilities as important, and a majority of the respondents indicated that themes and topics related to enhancing business skills and competences should be discussed at the event. The desire to learn and to gain new knowledge was cited as primary motivation for event participation. Additional services, such as catering or access to relevant background material were rated as less important. In terms of event communication, email was considered an important and preferred communication channel. Background variables, such as age or place of residence of the respondents, did not have a significant impact on the responses or preferences. Based on the research data, the overall attitude of respondents towards the event was positive. The most important needs identified include networking possibilities and sharing information on relevant themes and topics. These needs should be taken into consideration in planning and designing future events. Furthermore, electronic communication and email in particular should be utilised for event-related communication. Additional services, such as café or catering, are not necessarily required in the events at this point....
Service-oriented Event based on Needs Business activity related to creative industries is constantly growing. Globally, these industries can boost innovation and enhance the growth of the economy, as well as have an impact on social development. Furthermore, creative industries provide great potential for growth and international expansion, which could also enhance Finland’s competitiveness in global markets. However, experts and entrepreneurs in creative industries often face challenges in terms of lacking business skills and competences. Issues related to start-ups, growth entrepreneurship and networking are often perceived as difficult. Moreover, the support systems and development networks are complex, and people do not know how to seek help from authorities or organisations on the national level. During spring 2010, the Economic and Planning Centre of the City of Helsinki organised a series of events under the title ”Luova kohtaamispaikka” in the facilities of Helsinki City Library at Lasipalatsi. The events were a part of a wider portfolio of services tailored for entrepreneurs and experts in creative industries provided by the City of Helsinki. The purpose of this research was to discover what needs this type of service-oriented event should meet. The objective was to clarify the role of the event as a part of the service portfolio and highlight the most pertinent needs for such an event. The research was carried out as a census study. The data was gathered by an electronic survey during 9-17 June 2010. From the population of 1104 experts and entrepreneurs in creative industries, 61 responses were received. Due to the limited sample size, the interpretations cannot be generalised to the entire population. However, the data can be used to identify needs to which the event should respond, and thus the findings can be used to aid in planning and designing future events. The analysis revealed clear needs and priorities for the event. 48 of the respondents (4 % of the population) identified networking possibilities as important, and a majority of the respondents indicated that themes and topics related to enhancing business skills and competences should be discussed at the event. The desire to learn and to gain new knowledge was cited as primary motivation for event participation. Additional services, such as catering or access to relevant background material were rated as less important. In terms of event communication, email was considered an important and preferred communication channel. Background variables, such as age or place of residence of the respondents, did not have a significant impact on the responses or preferences. Based on the research data, the overall attitude of respondents towards the event was positive. The most important needs identified include networking possibilities and sharing information on relevant themes and topics. These needs should be taken into consideration in planning and designing future events. Furthermore, electronic communication and email in particular should be utilised for event-related communication. Additional services, such as café or catering, are not necessarily required in the events at this point....
Asiakastyytyväisyystutkimus palvelun kehittämisen näkökulmasta - Case: KL Sport Oy
(Laurea-ammattikorkeakoulu, 2010)
kohdeyrityksen ensimmäinen asiakastyytyväisyystutkimus, on yksi työn tavoitteista olla käynnistämässä säännöllistä asiakkaiden tyytyväisyyden mittaamista tulevaisuudessa. Työn toimeksiantajana toimiva yritys KL Sport Oy on urheiluvarusteiden maahantuonti- ja...
Customer satisfaction survey from the service development point of view – Case: KL Sport The purpose of this thesis is to study KL Sport Oy customers’ satisfaction with the company’s services and to identify the key areas for service improvement. Due to the fact that this survey is the company’s first customer satisfaction survey, one of the purposes is for it to act as a start for a regular measuring of customer satisfaction. The client company, KL Sport Oy, is an importer and distributor of sports equipment and its customers include sports retailers and department stores across Finland. The theoretical framework consists of explaining the principles of customer satisfaction, clarifying the concept of customer relationship, the main characteristics of a service and its significance to the business, as well as methods of a customer satisfaction survey. The survey was conducted as a quantitative study and the material was gathered using a structured questionnaire. The survey was conducted among the representatives of the five largest franchise-based sports retailer chains in Finland and the material was gathered during the pre-purchase days in February and March 2010. The results were analyzed using MS Excel. The survey was answered by 21 respondents, of which 17 were the owners of the franchise. The results showed that the customers of KL Sport are satisfied with the company’s service. On a scale of 4-10, the average grade is 8.9. In particular, the customers appreciated the service of the sales representatives, the speed of the deliveries as well as the way how the company processes complaints. Results showed that the customers prefer the catalogue over the Internet when searching for product information. The respondents also considered the catalogue to be of a better quality. Based on the results the customers are not willing to place orders directly over the Internet in the future....
Customer satisfaction survey from the service development point of view – Case: KL Sport The purpose of this thesis is to study KL Sport Oy customers’ satisfaction with the company’s services and to identify the key areas for service improvement. Due to the fact that this survey is the company’s first customer satisfaction survey, one of the purposes is for it to act as a start for a regular measuring of customer satisfaction. The client company, KL Sport Oy, is an importer and distributor of sports equipment and its customers include sports retailers and department stores across Finland. The theoretical framework consists of explaining the principles of customer satisfaction, clarifying the concept of customer relationship, the main characteristics of a service and its significance to the business, as well as methods of a customer satisfaction survey. The survey was conducted as a quantitative study and the material was gathered using a structured questionnaire. The survey was conducted among the representatives of the five largest franchise-based sports retailer chains in Finland and the material was gathered during the pre-purchase days in February and March 2010. The results were analyzed using MS Excel. The survey was answered by 21 respondents, of which 17 were the owners of the franchise. The results showed that the customers of KL Sport are satisfied with the company’s service. On a scale of 4-10, the average grade is 8.9. In particular, the customers appreciated the service of the sales representatives, the speed of the deliveries as well as the way how the company processes complaints. Results showed that the customers prefer the catalogue over the Internet when searching for product information. The respondents also considered the catalogue to be of a better quality. Based on the results the customers are not willing to place orders directly over the Internet in the future....
Hygienia– ja motivaatiotekijät Hartwall-Areenan vuokratyövoiman motivoinnissa
(Laurea-ammattikorkeakoulu, 2010)
Opinnäytetyön tarkoituksena oli tutkia hygienia– ja motivaatiotekijöitä Hartwall-Areenan vuokratyövoiman motivoinnissa sekä pohtia tulosten pohjalta työmotivaatiota parantavia seikkoja. Tutkimus toteutettiin yhteistyössä Helsingissä toimivan...
Hygiene and Motivation Factors in Motivation of Staff Leasing at Hartwall-Arena This study examines the hygiene and motivation factors at Hartwall-Areena. The purpose was to find out which factors improve or worsen employees’ work motivation. The study was conducted in cooperation with Hartwall-Areena and the staff leasing company VMP (earlier Varamiespalvelu Ltd). The thesis consists of Frederick Herzberg’s two factory theory section and an empirical section that deals with the case company. The theory section handles mostly motivation and work motivation in Hartwall-Arena. The empirical part is based on Herzberg’s two factory theory of motivation and hygiene factors in the workplace. The method of the study was quantitative. The results were analysed with the help of Excel statistics software. The survey was conducted for the employees of Hartwall-Arena. The results were dealt separately for the security officers and team leaders. There are 239 employees from the staff leasing company VMP in Hartwall-Arena, but only 111 of them took part in the survey. The results of the study show that employees are quite satisfied and motivated with their jobs. However, many of the security officers think that there are some problems, such as low salary, weak shift arrangements and unfair action of superiors. On the other hand, the team leaders hope for better communication skills from the security managers of Hartwall-Arena. The study reveals that there is much to develop in the employees’ work motivation....
Hygiene and Motivation Factors in Motivation of Staff Leasing at Hartwall-Arena This study examines the hygiene and motivation factors at Hartwall-Areena. The purpose was to find out which factors improve or worsen employees’ work motivation. The study was conducted in cooperation with Hartwall-Areena and the staff leasing company VMP (earlier Varamiespalvelu Ltd). The thesis consists of Frederick Herzberg’s two factory theory section and an empirical section that deals with the case company. The theory section handles mostly motivation and work motivation in Hartwall-Arena. The empirical part is based on Herzberg’s two factory theory of motivation and hygiene factors in the workplace. The method of the study was quantitative. The results were analysed with the help of Excel statistics software. The survey was conducted for the employees of Hartwall-Arena. The results were dealt separately for the security officers and team leaders. There are 239 employees from the staff leasing company VMP in Hartwall-Arena, but only 111 of them took part in the survey. The results of the study show that employees are quite satisfied and motivated with their jobs. However, many of the security officers think that there are some problems, such as low salary, weak shift arrangements and unfair action of superiors. On the other hand, the team leaders hope for better communication skills from the security managers of Hartwall-Arena. The study reveals that there is much to develop in the employees’ work motivation....
Verkkokaupan nykytilan selvitys kolmen verkkokaupparyhmän kautta
(Laurea-ammattikorkeakoulu, 2010)
. Verkkokauppa on kuitenkin Suomessa vielä aivan lapsen kengissä verrattuna esimerkiksi Euroopan tasoon. Kilpailu verkkokauppojen kesken on kovaa, sillä monesti markkina-alueena on koko maailma ja kilpailijoita löytyy mahdollisesti jopa satoja tuhansia...
Analyzing the present state of e-commerce through three online shop groups The purpose of this thesis is to analyze the current situation of e-commerce through three different research problems. The topic is very current because of the growing popularity of e-commerce. In Finland there are thousands of new online shops founded each year, which is nevertheless much less than in Europe. Competition between online shops is hard, the market area is basically the whole world and there are possibly more than thousands of competitors. This thesis examines nine online shops that are in three groups. All the online shops in one group are somewhat similar. The first group contains online shops that sell different products from many different categories. The second group contains online shops that sell products from only one category. The third group contains online shops that sell clothing for young people. The first research problem investigates how these groups of online shops approach customers through words and pictures. The second research problem examines how user-friendly these online shops are. The third research problem studies what payment methods and delivery options these online shops have to offer. By examining these online shop groups it was clear that online shops that were categorized in one group often reminded of each other in more ways than expected. Especially in the first and the third group online shops were very similar in the way they looked. Nowadays in e-commerce personal service is extremely important. Many online shops recommend the customer to register so that the service could be even more personal. When examining the payment methods that online shops offer, it was obvious that the most popular offered method was a credit card. There are many research papers carried out about e-commerce and how consumers react to it. For this thesis there are four different researches that have been examined. These are made by Smilehouse, TNS-Gallup, Itella and European Union. The results show that the most popular purchase from an online shop is books and magazines. The most popular place for a buyer to collect the purchase is a post office. The most popular way of payment for Finnish people seems to be an online bank....
Analyzing the present state of e-commerce through three online shop groups The purpose of this thesis is to analyze the current situation of e-commerce through three different research problems. The topic is very current because of the growing popularity of e-commerce. In Finland there are thousands of new online shops founded each year, which is nevertheless much less than in Europe. Competition between online shops is hard, the market area is basically the whole world and there are possibly more than thousands of competitors. This thesis examines nine online shops that are in three groups. All the online shops in one group are somewhat similar. The first group contains online shops that sell different products from many different categories. The second group contains online shops that sell products from only one category. The third group contains online shops that sell clothing for young people. The first research problem investigates how these groups of online shops approach customers through words and pictures. The second research problem examines how user-friendly these online shops are. The third research problem studies what payment methods and delivery options these online shops have to offer. By examining these online shop groups it was clear that online shops that were categorized in one group often reminded of each other in more ways than expected. Especially in the first and the third group online shops were very similar in the way they looked. Nowadays in e-commerce personal service is extremely important. Many online shops recommend the customer to register so that the service could be even more personal. When examining the payment methods that online shops offer, it was obvious that the most popular offered method was a credit card. There are many research papers carried out about e-commerce and how consumers react to it. For this thesis there are four different researches that have been examined. These are made by Smilehouse, TNS-Gallup, Itella and European Union. The results show that the most popular purchase from an online shop is books and magazines. The most popular place for a buyer to collect the purchase is a post office. The most popular way of payment for Finnish people seems to be an online bank....
Verkkopalvelun hyödyntäminen asiakasrajapinnan palvelutehtävässä, case: Tapiola Pankki Oy
(Laurea-ammattikorkeakoulu, 2010)
yrityksen ja asiakkaiden välille. Tämä opinnäytetyö on tehty Tapiola-ryhmän Verkkopalvelut-osaston toimeksiantona selvittää Tapiola-ryhmän verkkopalvelukanavan tunnettuutta asiakasrajapinnassa työskentelevien henkilöiden osaamisen ja tiedon tasolla...
Use of network service in a customer interface, case: Tapiola Bank Ltd. In a modern organization a service channel has changed from an original foundation of business to electronic customer service. Services offered via the Internet will lead consumers more and more towards shopping for themselves and give a new interface where a company and a customer can meet. This thesis was commissioned by the Network service unit of Tapiola-group and its purpose is to clarify how well the network channel is known among person-nel and how well they operate it in the customer service. Results of this research will show the way a bank´s network service is known and used in a customer interface of Tapiola Bank Ltd. The theorical reference of this research is based on such issues as the importance of customer service and the significance the Internet gives to an organization as an environment. A model theory of a customer-oriented marketing is the key theory for companies to improve production and ability to meet demand. The model theory of customer-oriented marketing must be adopted in a strategic, tactic and operative level of an organisation to leave the customer a message of its importance. Nowadays, a variety of customer channels is important in good customer service. Popularization of electronic customer service releases resources to enhance personal customer service. To give a good image of a company to customers and partners is a crucial element to raise fame; the Internet offers new possibilities for a corporation for instance to enhance its reputation, sales and customer acquisition. A presentation about Tapiola-group and Tapiola Bank show the variety of customer channels. It is crucial for the development functions at Tapiola to first notice disfunctional activities in order to improve them. A problem question for this thesis is how well a customer is redi-rected to make authorizations in the network service (net bank), and at the same time, how well a customer counselor knows functions in the network service. The nature of the research is descriptive and strategy of the research is observing action research. The research was put into effect by a researcher posing as a client aspiring to an authentic situation of customer service. The research is both qualitative (perception, narrative) and quantitative (percep-tion). Results of the research are based on experiences of customer service which were gained from Tapiola-group´s offices and Tapiola Bank´s telephone service where questions about banking service were made. The conclusion is that the customer advisors in offices and the telephone service know well how a customer can make authorizations in the net bank and they also have a good knowledge where in the net bank the authorizations are possible to create providing that the customer is already signed in the network service. Tapiola-group´s net bank functions are well-known among customer advisors and the personnel know how to use them as a tool in a customer interface. The results, however, reveal those sections of the net bank which are less known among customer advisors. The know-how of these functions can be improved for example by the corporation’s internal training so that all functions of the net bank are updated and customer advisors can give more qualitative service to a client....
Use of network service in a customer interface, case: Tapiola Bank Ltd. In a modern organization a service channel has changed from an original foundation of business to electronic customer service. Services offered via the Internet will lead consumers more and more towards shopping for themselves and give a new interface where a company and a customer can meet. This thesis was commissioned by the Network service unit of Tapiola-group and its purpose is to clarify how well the network channel is known among person-nel and how well they operate it in the customer service. Results of this research will show the way a bank´s network service is known and used in a customer interface of Tapiola Bank Ltd. The theorical reference of this research is based on such issues as the importance of customer service and the significance the Internet gives to an organization as an environment. A model theory of a customer-oriented marketing is the key theory for companies to improve production and ability to meet demand. The model theory of customer-oriented marketing must be adopted in a strategic, tactic and operative level of an organisation to leave the customer a message of its importance. Nowadays, a variety of customer channels is important in good customer service. Popularization of electronic customer service releases resources to enhance personal customer service. To give a good image of a company to customers and partners is a crucial element to raise fame; the Internet offers new possibilities for a corporation for instance to enhance its reputation, sales and customer acquisition. A presentation about Tapiola-group and Tapiola Bank show the variety of customer channels. It is crucial for the development functions at Tapiola to first notice disfunctional activities in order to improve them. A problem question for this thesis is how well a customer is redi-rected to make authorizations in the network service (net bank), and at the same time, how well a customer counselor knows functions in the network service. The nature of the research is descriptive and strategy of the research is observing action research. The research was put into effect by a researcher posing as a client aspiring to an authentic situation of customer service. The research is both qualitative (perception, narrative) and quantitative (percep-tion). Results of the research are based on experiences of customer service which were gained from Tapiola-group´s offices and Tapiola Bank´s telephone service where questions about banking service were made. The conclusion is that the customer advisors in offices and the telephone service know well how a customer can make authorizations in the net bank and they also have a good knowledge where in the net bank the authorizations are possible to create providing that the customer is already signed in the network service. Tapiola-group´s net bank functions are well-known among customer advisors and the personnel know how to use them as a tool in a customer interface. The results, however, reveal those sections of the net bank which are less known among customer advisors. The know-how of these functions can be improved for example by the corporation’s internal training so that all functions of the net bank are updated and customer advisors can give more qualitative service to a client....
Eläkesäästämisen kannattavuus
(Laurea-ammattikorkeakoulu, 2010)
. Eläkkeiden taso vanhuuseläkkeissä on nyt noin 50 % ta-solla palkkatulosta ja alenee lähivuosikymmenien aikana alkaen vuodesta 2010 elinaikaker-toimen vaikutuksesta. Vapaaehtoinen eläkesäästäminen on mahdollisuus turvata ansiotasonsa myös eläkeikäisenä...
Profitability of personal pension fund savings Aging of the Finnish population is creating challenges for the pension system of Finland. The large age groups are retiring to old age pension during the next decades. The age groups that are replacing them are smaller than the ones retiring. The monetary level of the old age pen-sion is approximately 50 percent of current wages and it is declining during the next decades because of the lifetime coefficient that begins affecting pensions from the year 2010. Volun-tary pension fund saving is a way to secure the same income level as a pensioner. The purpose of this thesis is to discover the most profitable way for a consumer to save for retirement in a way that is tax deductible. In the thesis the investment instruments are lim-ited to three different offerings: pension insurance, straight stock investments and deposit account. In the theory section of the thesis focus is on the research methods, the Finnish pension system, and basic theory on saving and investing. It will also present the investing instruments that are compared in the thesis and their taxation. The empirical section of the thesis focuses on comparing the funds selected to the pension insurance to the OMXH Cap index of the stock market and to the mid¬-deposit rate of interest during a four-year period. Stock funds and interest funds used in this thesis are the most com-monly owned in Finland according to the federation of Finnish financial services. Comparing the funds, stocks and depositing in an account, the stock market investment yielded more earnings but it also has the biggest risk. The conclusion is that making an in-vestment decision solely on expected profits is not a recommendable way of choosing an in-vestment instrument. It is more important to make an investment profile for the investor. It is highly recommendable for the investor to set risk standards and investment strategy that utilises the made decision of investment period, purpose and wealth. After the profiling it is suitable to choose the investment instrument and execute the set plan....
Profitability of personal pension fund savings Aging of the Finnish population is creating challenges for the pension system of Finland. The large age groups are retiring to old age pension during the next decades. The age groups that are replacing them are smaller than the ones retiring. The monetary level of the old age pen-sion is approximately 50 percent of current wages and it is declining during the next decades because of the lifetime coefficient that begins affecting pensions from the year 2010. Volun-tary pension fund saving is a way to secure the same income level as a pensioner. The purpose of this thesis is to discover the most profitable way for a consumer to save for retirement in a way that is tax deductible. In the thesis the investment instruments are lim-ited to three different offerings: pension insurance, straight stock investments and deposit account. In the theory section of the thesis focus is on the research methods, the Finnish pension system, and basic theory on saving and investing. It will also present the investing instruments that are compared in the thesis and their taxation. The empirical section of the thesis focuses on comparing the funds selected to the pension insurance to the OMXH Cap index of the stock market and to the mid¬-deposit rate of interest during a four-year period. Stock funds and interest funds used in this thesis are the most com-monly owned in Finland according to the federation of Finnish financial services. Comparing the funds, stocks and depositing in an account, the stock market investment yielded more earnings but it also has the biggest risk. The conclusion is that making an in-vestment decision solely on expected profits is not a recommendable way of choosing an in-vestment instrument. It is more important to make an investment profile for the investor. It is highly recommendable for the investor to set risk standards and investment strategy that utilises the made decision of investment period, purpose and wealth. After the profiling it is suitable to choose the investment instrument and execute the set plan....
Intranetin käyttäjäksi sitouttaminen sisäisen markkinoinnin keinoin - Case Yleisradio Oy
(Laurea-ammattikorkeakoulu, 2010)
Tutkimuksen tavoitteena oli löytää sisäisen markkinoinnin ja muutosjohtamisen keinoja ja kanavia, joiden avulla voitaisiin edistää Yleisradion henkilöstön sitoutumista yhtiön uuden Intranetin käyttäjiksi. Tutkimuksen ...
Asiakastyytyväisyyskysely Case: Suomen Moskovan suurlähetystö, viisumiosasto
(Laurea-ammattikorkeakoulu, 2010)
Tutkimuksen tarkoituksena oli selvittää Suomen Moskovan suurlähetystön viisumiosaston asiakastyytyväisyyttä. Tutkimusongelmana oli määrittää, kuinka tyytyväisiä asiakkaat olivat viisumiosaston asiakaspalveluun ja asiakastilaan sekä mitä mieltä...
The purpose of this survey was to research the customer satisfaction level at the visa section in the Finnish Embassy, Moscow. The research problem was to determine how satisfied the customers were with the visa section’s customer service and customer space as well as what the customers were thinking about the embassy’s website, and if they would apply for a visa electronically if it were possible. The purpose was also to research whether the clients ever used the online booking service and what they thought about it. Their opinions and suggestions were also collected with the survey for improving the service. The Visa section’s customer satisfaction had not been previously researched. The theoretical framework consisted of the service concept, the model of the perceived quality of customer service and the definition of customer service. The research also included a review of the importance of customer service for the embassy as well as the impact of cultural and Internet factors on customer service. Key terms were customer, service, service quality, customer satisfaction and customer satisfaction survey. The research method was quantitative. The survey sample was collected on December 2009 with questionnaires using the convenience sampling method. It consisted of 100 approved forms. All visa section visitors were able to participate in the survey. The results were compiled by analyzing the key figures, graphic figures and tables, calculated and drawn with the Excel spreadsheet application. The results showed that customers were generally satisfied with the visa section’s customer service. In particular, customers were satisfied with the correctness and friendliness as well as the competence and service attitude of the staff. The service speed and handling fee payment regulations were evaluated as fairly good. The average overall grade for the customer service was good. Customers were moderately satisfied with the size and comfort of the customer space. Its cleanliness and usefulness of the information in it were assessed as good. The average overall grade for the customer space was between moderate and good. Most of the respondents would apply for a visa electronically. The claims about the embassy's website were evaluated by 83 and online booking service by 22 respondents. Most of them who evaluated the claims about the website fully agreed that the pages are useful, straightforward and around half of them totally agreed that the website has enough information and that it is easy to find. Almost all who booked time online thought that the booking service is useful and they will also be booking an appointment for their next visit. Half of them fully agreed that the service was available to them at their scheduled time. More than half of the respondents wrote comments, which consisted primarily of acknowledgments and development proposals. The number of the seats, the queue length and the waiting time were criticized. Wishes included more electronic services and the facilitation of handling fee payment regulations. The results can be used to examine the state of the customer satisfaction at the visa section and to develop the services in a more customer-oriented direction, and later as a comparison of the development in customer satisfaction level....
The purpose of this survey was to research the customer satisfaction level at the visa section in the Finnish Embassy, Moscow. The research problem was to determine how satisfied the customers were with the visa section’s customer service and customer space as well as what the customers were thinking about the embassy’s website, and if they would apply for a visa electronically if it were possible. The purpose was also to research whether the clients ever used the online booking service and what they thought about it. Their opinions and suggestions were also collected with the survey for improving the service. The Visa section’s customer satisfaction had not been previously researched. The theoretical framework consisted of the service concept, the model of the perceived quality of customer service and the definition of customer service. The research also included a review of the importance of customer service for the embassy as well as the impact of cultural and Internet factors on customer service. Key terms were customer, service, service quality, customer satisfaction and customer satisfaction survey. The research method was quantitative. The survey sample was collected on December 2009 with questionnaires using the convenience sampling method. It consisted of 100 approved forms. All visa section visitors were able to participate in the survey. The results were compiled by analyzing the key figures, graphic figures and tables, calculated and drawn with the Excel spreadsheet application. The results showed that customers were generally satisfied with the visa section’s customer service. In particular, customers were satisfied with the correctness and friendliness as well as the competence and service attitude of the staff. The service speed and handling fee payment regulations were evaluated as fairly good. The average overall grade for the customer service was good. Customers were moderately satisfied with the size and comfort of the customer space. Its cleanliness and usefulness of the information in it were assessed as good. The average overall grade for the customer space was between moderate and good. Most of the respondents would apply for a visa electronically. The claims about the embassy's website were evaluated by 83 and online booking service by 22 respondents. Most of them who evaluated the claims about the website fully agreed that the pages are useful, straightforward and around half of them totally agreed that the website has enough information and that it is easy to find. Almost all who booked time online thought that the booking service is useful and they will also be booking an appointment for their next visit. Half of them fully agreed that the service was available to them at their scheduled time. More than half of the respondents wrote comments, which consisted primarily of acknowledgments and development proposals. The number of the seats, the queue length and the waiting time were criticized. Wishes included more electronic services and the facilitation of handling fee payment regulations. The results can be used to examine the state of the customer satisfaction at the visa section and to develop the services in a more customer-oriented direction, and later as a comparison of the development in customer satisfaction level....
Laurea Lohjan sisäisen viestinnän tyytyväisyystutkimus
(Laurea-ammattikorkeakoulu, 2010)
Opinnäytetyön tarkoituksena oli toteuttaa Laurea Lohjan sisäisen viestinnän tyytyväisyystutkimus liiketalouden opiskelijoille. Tavoitteena oli selvittää, kuinka hyvin asetetut tavoitteet toteutuvat Laurea Lohjan kampuksen ...
Elokuvateattereissa ensi-iltansa saaneiden elokuvien kaupallinen menestyminen DVD-levityksessä genreittäin/FS Film Oy
(Laurea-ammattikorkeakoulu, 2010)
Tämä opinnäytetyö käsittelee FS Film Oy:n, yhden Suomen johtavan elokuvateatteri– ja DVD-elokuvien maahantuojan ja levitysyhtiön, elokuvien teatterilevityksen kaupallisia vaikutuksia DVD-levitykseen. Tutkimushypoteesina tutkimuksessa oli olettamus...
The commercial effects of films’ cinema distribution to DVD sales sorted by genres. Case: FS Film Ltd. The theme of this thesis is the commercial effects of cinema distribution on DVD sales. The subject of the study is DVD FS Film Ltd., one of the leading cinema and DVD film distributors in Finland. The working hypothesis of the thesis was the assumption that a cinema release of a film benefits the DVD sales. The purpose of the thesis was to generate knowledge for the benefit of FS Films sales and marketing, in its planning for film premiers. More specifically, the purpose was to discover whether there are some film genres in which cinema distribution is particularly beneficial to the company’s DVD releases. The theoretical section focuses on presenting the business perspective of a particular entertainment industry, the film business, as well as the entire lifespan of a film from the cinema premiere to the DVD release. This study is of a quantitative nature. The method of the study was correlations and regression, which were calculated using the computer software SPSS. The source data was the information on the films released by FS Film between 2004 and 2010. Finnish films were not included in the study because of their special nature. The different variables of the research data were compared and the results were analysed, described and tested within each genre. The thesis generated several interesting results. Generally it can be said that the explanatory variable, box office attendance, correlates well with the dependent variable, the DVD sales in every genre, as does the cinema revenue with the DVD sales. A clear dependency was found between these variables. This was particularly notable in animation, comedy, romance and science fiction genres. In rental DVDs such correlations were not found. Another research result were the regression formulas created with regression analysis, which enable the prediction of cinema films’ forthcoming DVD sales both in quantity and value....
The commercial effects of films’ cinema distribution to DVD sales sorted by genres. Case: FS Film Ltd. The theme of this thesis is the commercial effects of cinema distribution on DVD sales. The subject of the study is DVD FS Film Ltd., one of the leading cinema and DVD film distributors in Finland. The working hypothesis of the thesis was the assumption that a cinema release of a film benefits the DVD sales. The purpose of the thesis was to generate knowledge for the benefit of FS Films sales and marketing, in its planning for film premiers. More specifically, the purpose was to discover whether there are some film genres in which cinema distribution is particularly beneficial to the company’s DVD releases. The theoretical section focuses on presenting the business perspective of a particular entertainment industry, the film business, as well as the entire lifespan of a film from the cinema premiere to the DVD release. This study is of a quantitative nature. The method of the study was correlations and regression, which were calculated using the computer software SPSS. The source data was the information on the films released by FS Film between 2004 and 2010. Finnish films were not included in the study because of their special nature. The different variables of the research data were compared and the results were analysed, described and tested within each genre. The thesis generated several interesting results. Generally it can be said that the explanatory variable, box office attendance, correlates well with the dependent variable, the DVD sales in every genre, as does the cinema revenue with the DVD sales. A clear dependency was found between these variables. This was particularly notable in animation, comedy, romance and science fiction genres. In rental DVDs such correlations were not found. Another research result were the regression formulas created with regression analysis, which enable the prediction of cinema films’ forthcoming DVD sales both in quantity and value....









