Customer satisfaction of the service company : Case: Extraajat Oy
Temonen, Linda (2017)
Kaakkois-Suomen ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017060111651
https://urn.fi/URN:NBN:fi:amk-2017060111651
Tiivistelmä
The aim of the thesis was to find out how satisfied the customers of Extraajat Oy were with the services that the company is providing. Which areas of the services of Extraajat Oy are the ones the customers are least satisfied with? In addition to finding out the areas of service that need improvement in the eyes of the customers, this thesis aims to give suggestions on how to improve and develop these services unfavoured amongst the customers. These findings were made through the research method used: a quantitative enquiry launched for the company customers in the networks of Extraajat Oy.
The research that was launched was made to find out the areas of improvement and development suggestions of the company customers. The research was built to first receive background information about the answering party, then figuring out the general opinions of the answering party towards the services of the company and lastly finding out what the answering party thought to be the service areas most desperately in need of improvement in their eyes and their future plans concerning the co-operation with the company Extraajat Oy.
The research revealed that in general the customers of Extraajat Oy were satisfied with the services that the company is providing but when they are asked to pinpoint the areas in the greatest need of improvement the majority of customers appoint the same areas. These areas pinpointed by the customers were: the know-how and working skills of the rental employees of Extraajat Oy together with the motivation level of the employees and the pricing tactics of Extraajat Oy.
The development suggestions given in this thesis are based on the results from the enquiry together with a further analysis of the results. The results showed the areas in need of improvement and from those areas the development suggestions were made. One of the areas of service in need of improvement in the eyes of the customers was the pricing tactics of Extraajat Oy and that service area is not included in the development suggestions because the development suggestions for pricing tactics would demand a deep research about the company’s pricing tactics from past years together with very intensive interviews with the CEO of the company Extraajat Oy in order to be able to discuss the matter in a trustworthy way. These were not included in this thesis and for that reason the area was left out from the development suggestions.
The research that was launched was made to find out the areas of improvement and development suggestions of the company customers. The research was built to first receive background information about the answering party, then figuring out the general opinions of the answering party towards the services of the company and lastly finding out what the answering party thought to be the service areas most desperately in need of improvement in their eyes and their future plans concerning the co-operation with the company Extraajat Oy.
The research revealed that in general the customers of Extraajat Oy were satisfied with the services that the company is providing but when they are asked to pinpoint the areas in the greatest need of improvement the majority of customers appoint the same areas. These areas pinpointed by the customers were: the know-how and working skills of the rental employees of Extraajat Oy together with the motivation level of the employees and the pricing tactics of Extraajat Oy.
The development suggestions given in this thesis are based on the results from the enquiry together with a further analysis of the results. The results showed the areas in need of improvement and from those areas the development suggestions were made. One of the areas of service in need of improvement in the eyes of the customers was the pricing tactics of Extraajat Oy and that service area is not included in the development suggestions because the development suggestions for pricing tactics would demand a deep research about the company’s pricing tactics from past years together with very intensive interviews with the CEO of the company Extraajat Oy in order to be able to discuss the matter in a trustworthy way. These were not included in this thesis and for that reason the area was left out from the development suggestions.