Customer satisfaction enhancement in Russian fresh grocery distribution platform, case company: Partiya Edi
Cherkashina, Daria (2017)
Cherkashina, Daria
Saimaan ammattikorkeakoulu
2017
Creative Commons Attribution-NonCommercial 1.0 Finland
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705239722
https://urn.fi/URN:NBN:fi:amk-201705239722
Tiivistelmä
Nowadays, customers are the most important contributors to the successful business operation and their level of satisfaction is a top priority for the management team. Thus, top-managers do adopt a business model which is mainly oriented on the customers, their needs and wants. In contrast, several years ago, the majority of companies were focused on the product development and its features without any effort to increase customer satisfaction. Whereas the recent situation changed greatly, companies are transforming the strategies to customer relationship management. In this case, customer satisfaction is considered with a great interest by the organisations and researchers as well. Moreover, it was empirically proven that service quality is the predominant factor of the customer satisfaction and dissatisfaction.
In 2014, the food technology market met a new industry- meal kit delivery service, where service quality plays a major role in building long-term relationships with the customer. In fact, it is quite fresh commerce, which contains small and big players with different approaches and missions. However, they mutually chase for higher customers' satisfaction.
The theoretical part includes a deep analysis of the academic literature and scientific articles dedicated to the service quality and customer satisfaction. Five determinants of good service quality and customer perception of service measuring are described in order to build a clear platform for future quantitative research and to make information more adaptable for the reader.
The main purpose of the Bachelor’s Thesis is to examine possible approaches to increase customer satisfaction in the case company Partiya Edi. The data was collected via online survey, Google forms, and further quantitatively analysed in the SPSS. The results show that company’s customers are mostly satisfied with the service. However, there are still many steps in developing the customer journey that starts with the order processing.
In 2014, the food technology market met a new industry- meal kit delivery service, where service quality plays a major role in building long-term relationships with the customer. In fact, it is quite fresh commerce, which contains small and big players with different approaches and missions. However, they mutually chase for higher customers' satisfaction.
The theoretical part includes a deep analysis of the academic literature and scientific articles dedicated to the service quality and customer satisfaction. Five determinants of good service quality and customer perception of service measuring are described in order to build a clear platform for future quantitative research and to make information more adaptable for the reader.
The main purpose of the Bachelor’s Thesis is to examine possible approaches to increase customer satisfaction in the case company Partiya Edi. The data was collected via online survey, Google forms, and further quantitatively analysed in the SPSS. The results show that company’s customers are mostly satisfied with the service. However, there are still many steps in developing the customer journey that starts with the order processing.