User experiences of online tools in case company X.
Sivula, Jasmin (2016)
Satakunnan ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201602182405
https://urn.fi/URN:NBN:fi:amk-201602182405
Tiivistelmä
The subject of this research was to do a satisfaction survey to few customer groups of case company X who are using operating tool called Portaali as a channel to handle their agreements with the company. Company X is operating in insurance and banking sector.
The customer groups this survey was directed to are point of sales finance, car finance and equipment finance.
Quantitative research method was used in this thesis. Customer satisfaction survey was implemented in 9.1-23.1.2015. Time was chosen because of holidays which are strongly affecting especially to the sales on this sector.
The theoretical framework is structured out of theories of marketing and quality management. The service marketing is examined through service quality and customer satisfaction perspective. The research method was quantitative questioning which was accomplished online.
My research question for this study is how customers are experiencing using Portaali as tool and how case company X should improve their online customer service when it comes handling agreements with these customers.
In the end of this survey the answers and data was analysed. Company’s frequently used survey form system, Questback, were used in this research. Customers answered online and those answers were gathered together and operated by the system. There-fore they were easier to analyse.
The customer groups this survey was directed to are point of sales finance, car finance and equipment finance.
Quantitative research method was used in this thesis. Customer satisfaction survey was implemented in 9.1-23.1.2015. Time was chosen because of holidays which are strongly affecting especially to the sales on this sector.
The theoretical framework is structured out of theories of marketing and quality management. The service marketing is examined through service quality and customer satisfaction perspective. The research method was quantitative questioning which was accomplished online.
My research question for this study is how customers are experiencing using Portaali as tool and how case company X should improve their online customer service when it comes handling agreements with these customers.
In the end of this survey the answers and data was analysed. Company’s frequently used survey form system, Questback, were used in this research. Customers answered online and those answers were gathered together and operated by the system. There-fore they were easier to analyse.