Improving retailer satisfaction : Commissioner Green Room Ltd
Lahti, Terhi (2018)
Lahti, Terhi
Yrkeshögskolan Arcada
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201804245378
https://urn.fi/URN:NBN:fi:amk-201804245378
Tiivistelmä
Customer satisfaction is a key element for successful business operations and in today’s highly competitive business environment focusing on customers can give company a competitive advantage over the competitors. This thesis is commissioned by Green Room Ltd, a company operating as a supplier in health food industry. The customers of Green Room are retailers. The aim of this thesis was to study the satisfaction of Green Room’s customers and find ways to improve it. The focus of the study was to find out what factors do Green Room’s customers value and how can Green Room improve the customer satisfaction. The study was conducted as quantitative research. Questionnaire was developed based on the theoretical framework and previous studies in co-operation with the commissioner. Based on the results of the study, the factors Green Room’s customers value most are high quality products, good delivery accuracy, contact person’s professional knowledge about the products, good delivery conditions, fast reaction to delivery problem, impeccable deliveries, correct product data, ethics and responsibility, quick customer service and support in complaint situations. When comparing and analysing the customer expectations to Green Room’s performance, the thesis author concluded that Green Room can increase customer satisfaction and meet the customer expectations by focusing especially on improving delivery accuracy, delivery conditions and fast reaction to delivery problems.