The user experience of facility services in business parks: a case study of Keilasatama 5
Ganeshananthan, Sivatharsika (2015)
Laurea-ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201601231583
https://urn.fi/URN:NBN:fi:amk-201601231583
Tiivistelmä
The purpose of the thesis is to present an overview of the end-user experience of the facility services in a business park using service design methods. Service design is a tool used to create and innovate new methods in service delivery. Facility maintenance services, as a non-core business, help business organizations to bring a better environment for their end users so that they can perform their duties in an effective way.
The theoretical chapter of the thesis explains about the concept of service design, and the service design frame work. The literature review shows how existing services are effective to the users and what they feel about the service they experience. To gain a better understanding of the service experience from the end users’ perspective service design tools and methods offer valuable information.
The research was carried out in the business park premises of Keilasatama 5 in Espoo to understand end user experiences by using the tools of service design. Service design offers wide range of qualitative research methods. In accordance with the objectives of the research the contextual interview was selected as the main method to gain end users experiences. The target group of interviewees consisted of employees of different organizations in the business park. The respondents’ backgrounds, gender, age, service quality impression and expectations were examined to analyze the end user experience and perception in reality.
End user experience is connected with the quality of services. Providing quality of services is more challenging to the service providing companies. Companies in the service market focus their attention on services to ensure customer and end user satisfaction. An effective service design covers opportunities, productive ideas and solutions for the problems in service delivery.
The theoretical chapter of the thesis explains about the concept of service design, and the service design frame work. The literature review shows how existing services are effective to the users and what they feel about the service they experience. To gain a better understanding of the service experience from the end users’ perspective service design tools and methods offer valuable information.
The research was carried out in the business park premises of Keilasatama 5 in Espoo to understand end user experiences by using the tools of service design. Service design offers wide range of qualitative research methods. In accordance with the objectives of the research the contextual interview was selected as the main method to gain end users experiences. The target group of interviewees consisted of employees of different organizations in the business park. The respondents’ backgrounds, gender, age, service quality impression and expectations were examined to analyze the end user experience and perception in reality.
End user experience is connected with the quality of services. Providing quality of services is more challenging to the service providing companies. Companies in the service market focus their attention on services to ensure customer and end user satisfaction. An effective service design covers opportunities, productive ideas and solutions for the problems in service delivery.