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Viitteet 51-60 / 275
Asiakastyytyväisyystutkimus Case: Fennia vakuutusyhtiön Auto- ja liikennevakuutusyksikön yhteistyökumppani Suomen Vahinkotarkastus SVT Oy
(Laurea-ammattikorkeakoulu, 2009)
Tämän opinnäytetyön tarkoituksena oli kartoittaa yhteistyökumppanin tyytyväisyys asiakaspalveluun Fennia vakuutusyhtiön Auto- ja liikennevakuutusyksikössä. Tutkimuksen tavoitteena oli selvittää palvelujen nykyinen taso ja määritellä...
Customer Satisfaction research Case: Fennia Mutual Insurance Company’s Partner Suomen Vahinkotarkastus SVT Oy in Car and Traffic Unit The purpose of this thesis was to measure the partner’s satisfaction regarding customer service in Fennia Insurance Company’s Car and Traffic Unit. The objective of the research was to examine the service’s current quality and to define critical success factors. The study was emphasized particularly between these companies service process. The service process focused especially on customer guidance, the inspector’s information, the processing of the damage and the evaluation of the entire process. People’s work description and geographical service area were charted by means of a background information questionnaire. In this way customer satisfaction was also measured between different service areas. The objectice of the thesis was to clarify whether the service process meets the partner’s expectations and what could be made better in the process. In the theoretical section of the research, attention was paid to examining the expert service process, the customer satisfaction and the partnership. Mutual customership connects these companies. The quality factors were also examined. The research was carried out using a quantitative, mailed questionnaire, which was sent to 115 customers. The response rate was 60.9 %. The data was analyzed with the program SPSS for Windows. According to the findings of this research, the customer service in Fennia’s Car and Traffic Unit is good quality. The service meets the partner’s needs. Concrete suggestions regarding how to develop the process were also made. The service process should be faster and more effective. Also the accessibility of the personnel in Fennia should be better. One purpose of this study was to measure customer satisfaction between different service areas. After testing the results it can be said that persons in Helsinki were satisfied with Fennia’s customer service but they have higher expectations for the service compared with colleagues in other parts of Finland. Fennia’s Car and Traffic Unit has many challenges in the next few years. The personnel need to have appropriate authority to make right decisions at the right time....
Customer Satisfaction research Case: Fennia Mutual Insurance Company’s Partner Suomen Vahinkotarkastus SVT Oy in Car and Traffic Unit The purpose of this thesis was to measure the partner’s satisfaction regarding customer service in Fennia Insurance Company’s Car and Traffic Unit. The objective of the research was to examine the service’s current quality and to define critical success factors. The study was emphasized particularly between these companies service process. The service process focused especially on customer guidance, the inspector’s information, the processing of the damage and the evaluation of the entire process. People’s work description and geographical service area were charted by means of a background information questionnaire. In this way customer satisfaction was also measured between different service areas. The objectice of the thesis was to clarify whether the service process meets the partner’s expectations and what could be made better in the process. In the theoretical section of the research, attention was paid to examining the expert service process, the customer satisfaction and the partnership. Mutual customership connects these companies. The quality factors were also examined. The research was carried out using a quantitative, mailed questionnaire, which was sent to 115 customers. The response rate was 60.9 %. The data was analyzed with the program SPSS for Windows. According to the findings of this research, the customer service in Fennia’s Car and Traffic Unit is good quality. The service meets the partner’s needs. Concrete suggestions regarding how to develop the process were also made. The service process should be faster and more effective. Also the accessibility of the personnel in Fennia should be better. One purpose of this study was to measure customer satisfaction between different service areas. After testing the results it can be said that persons in Helsinki were satisfied with Fennia’s customer service but they have higher expectations for the service compared with colleagues in other parts of Finland. Fennia’s Car and Traffic Unit has many challenges in the next few years. The personnel need to have appropriate authority to make right decisions at the right time....
Asiakkaiden kokemukset IKEA Oy:n verkkokaupasta
(Laurea-ammattikorkeakoulu, 2009)
Tämän opinnäytetyön tekovaiheessa monet markkinat ovat taloudellisessa kriisissä ja talous maailmanlaajuisessa lamassa. Silti kuluttajat arvostavat ostamisen helppoutta ja vaativat yrityksiltä yhä parempia palveluita. Kiire ...
Laurea-ammattikorkeakoulun brändi-identiteetin ja viestinnällisen identiteetin määrittely
(Laurea-ammattikorkeakoulu, 2009)
Opinnäytetyö tehtiin toimeksiantona Laurea-ammattikorkeakoulun markkinointipäällikölle, ja se on ensimmäinen osa laajempaa bränditutkimusten kokonaisuutta, joka tähtää brändin kehittämiseen. Opinnäytetyön ensisijaisena tarkoituksena oli määritellä...
Defining the brand identity and communication identity of Laurea University of Applied Sciences This thesis was assigned by the Chief Marketing Officer of Laurea University of Applied Sciences and is the first part of a large project of brand studies which aims to develop the Laurea brand. The primary object of this the-sis was to define the brand identity, communication identity and the communication target groups of Laurea. The thesis also forms a base for subsequent studies concerning the Laurea brand. The secondary purpose of this thesis was to raise discussion on the Laurea brand and possibly create a general model for studying brands in the field of Universities of Applied Sciences. The demand for this thesis was created by both internal and external changes concerning Laurea. The theory section consists of theories on brands and communication and on qualitative study methods in gen-eral with a concentration on the methods used in the thesis. The empirical section of the thesis was conducted by semi-structured interviews and a questionnaire which was analyzed with Conjoint Analysis. The survey popu-lation consisted of the brand owners of the Laurea brand, i.e. the senior management of Laurea. The study fo-cused on the present strengths, weaknesses and future strengths, present and future characteristics and com-munication messages and target groups of Laurea. The main result of the thesis is the definition of the brand identity, communication identity and communication target groups for Laurea. In addition the thesis raises discussion on several issues such as student-centredness, company-centredness and the possible differences in quality between different units and fields of study within Laurea. In the thesis many subjects are also recommended for further study, many of which concern the stu-dent. The thesis also forms a base from which subsequent brand studies can benefit. As an extra result we ob-tained some information on the factors contributing to the employment of students graduating from Laurea. The results show that the present strengths of Laurea are, among other things, the attitude of forward thinking and constant development, low hierarchy and equality. Laurea also provides an education that meets the re-quirements of working life, which results in high graduate employment. Fields of operation that can be seen both as present strengths and future points of development are innovativeness, student-centredness, teaching methods, internationality and regional development. The fields of operation which are either in need of im-provement or not yet as important as they will be in the future, are adult education, co-operation with financial life and project management...
Defining the brand identity and communication identity of Laurea University of Applied Sciences This thesis was assigned by the Chief Marketing Officer of Laurea University of Applied Sciences and is the first part of a large project of brand studies which aims to develop the Laurea brand. The primary object of this the-sis was to define the brand identity, communication identity and the communication target groups of Laurea. The thesis also forms a base for subsequent studies concerning the Laurea brand. The secondary purpose of this thesis was to raise discussion on the Laurea brand and possibly create a general model for studying brands in the field of Universities of Applied Sciences. The demand for this thesis was created by both internal and external changes concerning Laurea. The theory section consists of theories on brands and communication and on qualitative study methods in gen-eral with a concentration on the methods used in the thesis. The empirical section of the thesis was conducted by semi-structured interviews and a questionnaire which was analyzed with Conjoint Analysis. The survey popu-lation consisted of the brand owners of the Laurea brand, i.e. the senior management of Laurea. The study fo-cused on the present strengths, weaknesses and future strengths, present and future characteristics and com-munication messages and target groups of Laurea. The main result of the thesis is the definition of the brand identity, communication identity and communication target groups for Laurea. In addition the thesis raises discussion on several issues such as student-centredness, company-centredness and the possible differences in quality between different units and fields of study within Laurea. In the thesis many subjects are also recommended for further study, many of which concern the stu-dent. The thesis also forms a base from which subsequent brand studies can benefit. As an extra result we ob-tained some information on the factors contributing to the employment of students graduating from Laurea. The results show that the present strengths of Laurea are, among other things, the attitude of forward thinking and constant development, low hierarchy and equality. Laurea also provides an education that meets the re-quirements of working life, which results in high graduate employment. Fields of operation that can be seen both as present strengths and future points of development are innovativeness, student-centredness, teaching methods, internationality and regional development. The fields of operation which are either in need of im-provement or not yet as important as they will be in the future, are adult education, co-operation with financial life and project management...
Lukijatutkimus Islanninhevonen-lehdelle
(Laurea-ammattikorkeakoulu, 2009)
Lukijatutkimus Islanninhevonen-lehdelle
Tämä opinnäytetyö käsittelee lukijatutkimusta Suomen Islanninhevosyhdistys (SIHY) Ry:n jäsenlehdelle Islanninhevonen. Lehti on ilmestynyt vuodesta 1982 eli yhdistyksen perustamisesta ...
Nuorten kuluttajien odotukset hiustenmuotoilutuotebrändien televisiomainontaa kohtaan
(Laurea-ammattikorkeakoulu, 2009)
Opinäytetyön toimeksiantajana toimi L’Oréal Finland Oy. L’Oréal Finland Oy on kansainvälisen emoyhtiön L’Oréalin tytäryhtiö. L’Oréal on kansainvälinen kauneudenhoitotuotteiden valmistaja ja markkinoija, jolla on 23 kansainvälistä brändiä. Koko konsernin liikevaihto vuonna 2008 oli 17,5 miljardia euroa. Opinnäytetyö tehtiin L’Oréalin kuluttajakosmetiikan, CPD-osastolle L’Oréal Paris tiimin haircare and styling tuotepäällikölle Turkka Hirvoselle.
Opinnäytetyö selvitti nuorten kuluttajien odotukset hiustenmuotoilutuotebrändien tv-mainontaa kohtaan. Hiustenmuotoilutuotteiden tv-mainonnasta esimerkkinä oli L’Oréal Paris Studioline Indestructable, Schwarzkopf Got2be ja Wella Shockwaves televisiomainokset. Teoreettisena pohjana opinnäytetyölle käytettiin kuluttajakäyttäytymisen, brändin rakentamisen, markkinoinnin ja mainonnan kirjallisuutta sekä alan tutkimuksia ja artikkeleita Internetissä.
Tutkimusmenetelmänä käytettiin kvalitatiivista tutkimusta. Kvalitatiivisen tutkimuksen lähestymistavoista käytettiin teemahaastattelua. Haastateltavat valittiin rekrytoimalla ihmisiä, jotka vastaavat haluttua kohderyhmää 15 – 25
-vuotiaita nuoria miehiä ja naisia, jotka käyttävät hiustenmuotoilutuotteita. Haastateltavia oli yhteensä kymmenen, viisi miestä ja viisi naista. Haastatteluiden analysoinnissa käytettiin perusanalyysimenetelmää.
Haastateltavat odottivat hiustenmuotoilutuotemainokselta informatiivisuutta. Heidän mielestään hyvä mainos kertoi selkeästi tuotteen ominaisuuksista, sen käyttötavoista ja erilaisista muotoiluvaihtoehdoista. Haastateltaville oli tärkeää että tuote oli esillä hyvin mainoksessa. Mainosten toivottiin rakentuvan tarinan muotoon. Mainoksiin toivottiin myös huumoria.
L’Oréalin mainos oli informatiivinen ja tuote oli selkeästi esillä. Kuitenkin haastateltavat kaipasivat lisää opastusta tuotteen käyttöön ja ideoita erilaisista muotoiluvaihtoehdoista. Muotoilutuotteiden tv-mainonnassa avuksi voisi ottaa voimakkaan ohjauksen L’Oréalin Internet-sivuille, joista erilaisia muotoiluvinkkejä olisi saatavilla....
producer and trader, which has 23 global brands. Its consolidated sales in 2008 were 17.5 billion euro. This thesis was made for Mr Turkka Hirvonen, L’Oréal Paris team hair care and styling product manager from L’Oréal Finland consumer cosmetics division...
producer and trader, which has 23 global brands. Its consolidated sales in 2008 were 17.5 billion euro. This thesis was made for Mr Turkka Hirvonen, L’Oréal Paris team hair care and styling product manager from L’Oréal Finland consumer cosmetics division...
Energiansäästö osana Nordean yhteiskuntavastuuta — sanoista teoiksi. Case: Connection Services FI -osasto
(Laurea-ammattikorkeakoulu, 2009)
:n Connection Services FI -osaston kohdalta, onko Nordealla ollut vaikututusta työntekijöidensä ympäristötietoisuuteen ja motivaatioon. Tutkimuksella haluttiin lisäksi selvittää osaston työntekijöiden tietämystä kokonaisuudessaan Nordean yhteiskuntavastuusta ja...
Saving energy as part of Nordea's corporate social responsibility - from words to actions. Case: Connection FI Services Department Nowadays, social responsibility and environmental issues have become more and more considerable challenges for companies and organizations. The impact of environmental influences for business actions raises a wide range of opinions and questions. For example, whether companies really care about their social responsibility and environmental issues, or whether they do it only to appear environmental and ethical. In business, employees are the key factor, because they are the ones who sustain the daily business operations and therefore they should be aware of the employer’s compliance with the various social responsibility principles and regulations. The theoretical section of this thesis was made in an essay form, based on an existing frame of reference. The purpose of this was to clarify the definitions of corporate social responsibilities and to manage for example Nordea Bank Finland Plc’s, which acts in the role of a client for the thesis, corporate principles, environmental policy, and to illustrate how Nordea focuses on these themes. It was also appropriate to analyse the definitions for energy consumption and how it would be possible to save energy in the office. All of the bank’s operations are in office buildings, so electricity is a major expenditure, therefore energy saving is important. A quantitative research was made on the basis of the topic to have depth to this thesis. The research examined if Nordea had impact on the employees' environmental awareness and motivation in the Nordea Bank Finland Plc's Connection FI Services Department. The research also tried to identify the department’s employees’ knowledge of Nordea's corporate social responsibility and burden on the environment factors. Furthermore it was used to discover the department’s habits of saving energy and opinions. The research was conducted by using an inquiry form and from 23 of those forms 19 were answered. The research showed that overall awareness of Nordea's social responsibility principles, codes of conduct and environmental policy were good, but in proportion to knowledge of the content, the knowledge was low. It can be assumed that these regulations may be in common knowledge as names, but only a few were aware of the information of the content. The department was willing to try to save energy, but little disagreement occurred in the common opinion between the potential and motivation. Energy-saving actions and awareness of corporate social responsibility can be developed in several ways. In order to save energy to maximize the benefit, everyone must be willing to take part in the effort. Corporate social responsibility awareness can be developed, for example by developing the internal communication processes, which observe that all employees are informed in their own language....
Saving energy as part of Nordea's corporate social responsibility - from words to actions. Case: Connection FI Services Department Nowadays, social responsibility and environmental issues have become more and more considerable challenges for companies and organizations. The impact of environmental influences for business actions raises a wide range of opinions and questions. For example, whether companies really care about their social responsibility and environmental issues, or whether they do it only to appear environmental and ethical. In business, employees are the key factor, because they are the ones who sustain the daily business operations and therefore they should be aware of the employer’s compliance with the various social responsibility principles and regulations. The theoretical section of this thesis was made in an essay form, based on an existing frame of reference. The purpose of this was to clarify the definitions of corporate social responsibilities and to manage for example Nordea Bank Finland Plc’s, which acts in the role of a client for the thesis, corporate principles, environmental policy, and to illustrate how Nordea focuses on these themes. It was also appropriate to analyse the definitions for energy consumption and how it would be possible to save energy in the office. All of the bank’s operations are in office buildings, so electricity is a major expenditure, therefore energy saving is important. A quantitative research was made on the basis of the topic to have depth to this thesis. The research examined if Nordea had impact on the employees' environmental awareness and motivation in the Nordea Bank Finland Plc's Connection FI Services Department. The research also tried to identify the department’s employees’ knowledge of Nordea's corporate social responsibility and burden on the environment factors. Furthermore it was used to discover the department’s habits of saving energy and opinions. The research was conducted by using an inquiry form and from 23 of those forms 19 were answered. The research showed that overall awareness of Nordea's social responsibility principles, codes of conduct and environmental policy were good, but in proportion to knowledge of the content, the knowledge was low. It can be assumed that these regulations may be in common knowledge as names, but only a few were aware of the information of the content. The department was willing to try to save energy, but little disagreement occurred in the common opinion between the potential and motivation. Energy-saving actions and awareness of corporate social responsibility can be developed in several ways. In order to save energy to maximize the benefit, everyone must be willing to take part in the effort. Corporate social responsibility awareness can be developed, for example by developing the internal communication processes, which observe that all employees are informed in their own language....
Nuorten segmentin palveluprosessi : Case: Länsi-Uudenmaan Osuuspankki
(Laurea-ammattikorkeakoulu, 2009)
eli laadullisina tutkimuksina. Tutkimustapoina käytettiin ryhmä- ja teemahaastatteluja sekä kilpailija-analyysiä. Ryhmähaastattelussa eli tulevaisuusverstaassa haastateltiin Laurea-ammattikorkeakoulun opiskelijoita. Teemahaastattelut toteutettiin...
Customer service prosess for young customers. Case: Länsi‐Uudenmaan Osuuspankki The goal of this Thesis was to find out the current situation of the services that Osuuspankki provides for young customers. We concentrated on studying the whole picture as it stands today and what are the services that young customers feel are lacking from the bank’s current list of services for youngsters. The theoretic goal for the thesis was to assemble a solid framework that concentrates on customer management, customer strategy, customer service and the process of customer services. The studies were executed as qualitative – quality based research, and the methods used were group, theme and competitor analyse. In the group interview – so called future workshop – We interviewed the students of Laurea University. The theme interviews were executed by interviewing the officials in several different branches of the Länsi-Uudenmaan Osuuspankki who were focused on providing services for young customers. In the competitor analysis we investigated the services that the potential rivals provide for their young customers. The result of the studies shows that young customers need more information on how to use the existing services. The competitor analysis indicated that the banks operating in the same market area have very similar services and are clearly competing with price. Based on the results of the research we find that depending on the current status of life, the young customer is drawn by the service or the product that he needs which is free of charge. According to the results of the competitor analysis we can draw a conclusion that the young customers of Osuuspankki are committed to the customership and are unwilling to change banks only for the sake of a free of charge service. The thesis includes the outcome that shows the results of the theme interviews, the current service process for the young secment of Länsi-Uudenmaan Osuuspankki and the suggestion for the new service process. Due to commercial confidentially the mentioned parts are included as a confidential attachment....
Customer service prosess for young customers. Case: Länsi‐Uudenmaan Osuuspankki The goal of this Thesis was to find out the current situation of the services that Osuuspankki provides for young customers. We concentrated on studying the whole picture as it stands today and what are the services that young customers feel are lacking from the bank’s current list of services for youngsters. The theoretic goal for the thesis was to assemble a solid framework that concentrates on customer management, customer strategy, customer service and the process of customer services. The studies were executed as qualitative – quality based research, and the methods used were group, theme and competitor analyse. In the group interview – so called future workshop – We interviewed the students of Laurea University. The theme interviews were executed by interviewing the officials in several different branches of the Länsi-Uudenmaan Osuuspankki who were focused on providing services for young customers. In the competitor analysis we investigated the services that the potential rivals provide for their young customers. The result of the studies shows that young customers need more information on how to use the existing services. The competitor analysis indicated that the banks operating in the same market area have very similar services and are clearly competing with price. Based on the results of the research we find that depending on the current status of life, the young customer is drawn by the service or the product that he needs which is free of charge. According to the results of the competitor analysis we can draw a conclusion that the young customers of Osuuspankki are committed to the customership and are unwilling to change banks only for the sake of a free of charge service. The thesis includes the outcome that shows the results of the theme interviews, the current service process for the young secment of Länsi-Uudenmaan Osuuspankki and the suggestion for the new service process. Due to commercial confidentially the mentioned parts are included as a confidential attachment....
Markkinointitutkimuksen tekeminen - Case Nordnet Solutions Oy
(Laurea-ammattikorkeakoulu, 2009)
Opinnäytetyöni teoriaosuus koostuu sekä logistiikan että markkinoinnin teoriasta. Nykypäivän logistiikan trendit ohjaavat selvästi toiminnan tehostamiseen teknologiaa hyväksikäyttäen. Tehokkaalla teknologian käytöllä ja toimitusketjun hallinnalla voidaan työn tuottavuutta parantaa ja yrityksen kilpailukykyä tehostaa.
Nordnet-järjestelmä on kehittynyt silloisen Tehojakelu Oy:n, eli nykyisen Nordnet Logistics Oy:n omia tarpeita silmälläpitäen. Järjestelmä sisältää sekä kuljetusten että varastonhallinnan järjestelmät.Työn tavoitteena on kartoittaa hyvän logistiikanohjausjärjestelmän ominaisuuksia, Nordnet-järjestelmän vastaavuutta markkinoiden vaatimuksiin sekä kartoittaa mahdollisia kehitystarpeita järjestelmän jatkosuunnittelua silmälläpitäen.
Tutkittaessa järjestelmän potentiaalia kokonaisuutena on segmentoinnilla kriittinen osa. Nordnet-järjestelmä on tehty pääasiallisesti elintarvikelogistiikan alalla toimivien yritysten käyttöön. Modulaarisen rakenteensa ansioista osia järjestelmästä voidaan kuitenkin hyödyntää myös muiden kuljetusyritysten käytössä sekä yleisessä varastonhallinnassa.
Markkinointiosaamisen ja logistisen tietämyksen yhdistäminen on järjestelmän onnistuneen myynnin punainen lanka, mutta samalla myös suurin haaste. Tässä työssä on tarkoituksena kartoittaa niitä markkinoinnin sekä logistiikan haasteita, jotka ratkaisemalla järjestelmän tuominen markkinoille mahdollistetaan ja luodaan edellytykset järjestelmän myymiselle.
Tutkimuksellista puolta työssä edustaa puhelinhaastatteluin sekä henkilökohtaisin haastatteluin teetetty tutkimus. Tutkimuksella kartoitetaan kuljetus- ja varastointialan yritysten toiveita, haasteita ja kehitysehdotuksia hyvän logistiikanohjausjärjestelmän suhteen.
Potentiaalisten asiakasyritysten tarpeita analysoimalla sekä kartoittamalla markkinoinnin mahdolliset sudenkuopat on tarkoituksena luoda mahdollisuudet järjestelmän markkinoille tuomiseksi, tämän työn tehtävänä on toimia tässä tehtävässä apuvälineenä....
, currently Nordnet Logistics Oy. The system includes both the warehouse management system and the vehicle solution. The objective of this thesis is to study the features of a good logistics management software, the compatibility of Nordnet Systems´ features...
, currently Nordnet Logistics Oy. The system includes both the warehouse management system and the vehicle solution. The objective of this thesis is to study the features of a good logistics management software, the compatibility of Nordnet Systems´ features...
Henkilöstön suuri vaihtuvuus : Case: Turvallisuusalan yritys
(Laurea-ammattikorkeakoulu, 2009)
Tämän opinnäytetyön tavoitteena oli selvittää erään turvallisuusalan yrityksen vaihtuvuuden syyt. Tutkimuksessa tarkasteltiin erityisesti sitouttamisen, työhyvinvoinnin ja työmotivaation vaikutusta vaihtuvuuteen. Tutkimuksella kartoitettiin keinoja...
and researching the recruitment process, because it has been left out in this thesis. The response rate remained rather low. To manage that risk, open questions were used along with multiple questions. Notwithstanding the problems which occurred during the thesis...
and researching the recruitment process, because it has been left out in this thesis. The response rate remained rather low. To manage that risk, open questions were used along with multiple questions. Notwithstanding the problems which occurred during the thesis...
Toiminnan laatua ja asiakastyytyväisyyttä koskeva tutkimus Case: Nordea Pankki Hollola
(Laurea-ammattikorkeakoulu, 2009)
Tutkimuksen keskeinen tavoite oli tutkia Nordea Pankkia yhden konttorin tasolla ja saada tuloksista tälle organisaation osalle mahdollisimman paljon hyötyä. Tutkimuskohteena ovat henkilöstö ja asiakas. Tietoja kerättiin kyselylomakkeilla, jotka...
In this study the main point is investigating one branch of Nordea Bank, and creating some useful information from the results for the organisation, in this case the Hollola branch. The subjects of the study are personnel and customers. The information was collected by questionnaires analysed by using SPSS statistical analysis software. A customer is the one who decides if the quality of service is enough. Customer satisfaction can be the key to valuable operating business, which is under pressure by competition. Strategy is the plan but many actions will be needed if the company wants to reach its goals. Processes cannot work without people. The whole system can fall down if there are no competent personnel or demanding customers. If the processes work well and people are satisfied with their work customers can see that too. This study is a small part in a general view of a big group, but the results of this study can be more valuable to one branch. If the study had been done in a bigger unit also the results would have been on a bigger scale. One point of view is also my own work experience in this part of the organisation. Customers in Hollola branch are satisfied with the bank’s services. The quality of service is good and familiar advisory officers are needed. Products are quite well presented too among customers and also in use. Personnel study in their work daily and the most important information channel in a big group is intranet. Personnel are little aware of changes, even biggest changes in work are going to take place after this study. Competition is hard and it makes daily work hectic and all are dependent on market situation....
In this study the main point is investigating one branch of Nordea Bank, and creating some useful information from the results for the organisation, in this case the Hollola branch. The subjects of the study are personnel and customers. The information was collected by questionnaires analysed by using SPSS statistical analysis software. A customer is the one who decides if the quality of service is enough. Customer satisfaction can be the key to valuable operating business, which is under pressure by competition. Strategy is the plan but many actions will be needed if the company wants to reach its goals. Processes cannot work without people. The whole system can fall down if there are no competent personnel or demanding customers. If the processes work well and people are satisfied with their work customers can see that too. This study is a small part in a general view of a big group, but the results of this study can be more valuable to one branch. If the study had been done in a bigger unit also the results would have been on a bigger scale. One point of view is also my own work experience in this part of the organisation. Customers in Hollola branch are satisfied with the bank’s services. The quality of service is good and familiar advisory officers are needed. Products are quite well presented too among customers and also in use. Personnel study in their work daily and the most important information channel in a big group is intranet. Personnel are little aware of changes, even biggest changes in work are going to take place after this study. Competition is hard and it makes daily work hectic and all are dependent on market situation....