CUSTOMER SERVICE OF FINNISH E-BUSINESS IN CHINA, A CASE STUDY OF E-VILLE.COM
Kotaniemi, Joni (2016)
Satakunnan ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-201605046269
http://urn.fi/URN:NBN:fi:amk-201605046269
Tiivistelmä
The purpose of this thesis was to study customer service of Finnish e-business in China. The main objective for this thesis was to analyze the problem areas of E-Ville’s customer service. The second objective was to give suggestions how to im-prove E-Ville’s customer service.
The main reason this thesis was done is related to own personal experiences when working at E-Ville’s customer service during a practical training period. A case study about E-Ville was done based on own experiences when working at the company in addition to the information researched within this thesis.
The research part for this thesis was done based in an online survey made online. The responses to this online survey were analyzed and according to the result a few sug-gestions were given to E-Ville in how to possibly improve their customer service. No new information was invented to the theory part of this thesis and only already exist-ing information was used. This information was gathered by carefully analyzing pos-sible references in order to find out the most reliable information.
According to the survey results and after the analysis overall the customer service of E-Ville was found out to be fair, friendly and reliable. However a few suggestions were given for E-Ville in how to improve their customer service after analyzing the online survey made. This thesis is meant to be helpful for E-Ville suggesting ideas in order to improve their customer service further.
The main reason this thesis was done is related to own personal experiences when working at E-Ville’s customer service during a practical training period. A case study about E-Ville was done based on own experiences when working at the company in addition to the information researched within this thesis.
The research part for this thesis was done based in an online survey made online. The responses to this online survey were analyzed and according to the result a few sug-gestions were given to E-Ville in how to possibly improve their customer service. No new information was invented to the theory part of this thesis and only already exist-ing information was used. This information was gathered by carefully analyzing pos-sible references in order to find out the most reliable information.
According to the survey results and after the analysis overall the customer service of E-Ville was found out to be fair, friendly and reliable. However a few suggestions were given for E-Ville in how to improve their customer service after analyzing the online survey made. This thesis is meant to be helpful for E-Ville suggesting ideas in order to improve their customer service further.