Customer satisfaction as a tool for service development : Case: Fish & Fun Holiday Village
Smirnova, Polina (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020121528465
https://urn.fi/URN:NBN:fi:amk-2020121528465
Tiivistelmä
The objective of the study was to measure customer satisfaction level in case company Fish & Fun Holiday Village. The research covers topic of developing customer satisfaction in a case company by implementing theoretical models.
The data in the thesis was collected using mono method of quantitative study using a quantitative survey delivered to the customers of the company. The survey was represented as an Online Google form. Thesis was conducted on the basis of theoretical framework about customer satis-faction, service quality and tools for measuring customer satisfaction.
In conclusion, the research revealed that level of customer satisfaction was high. Nevertheless, a compilation of customers’ recommendations and author’s analysis resulted into a set of aspects to be considered by the company for future development to improve customer satisfaction ratio and create strong brand reputation.
Besides developing services of the company according to respondents’ recommendations, the author suggested to take care of the after-sales period of customer interaction, as well as organize networking of the company on Social Media and Online Review Platforms.
The data in the thesis was collected using mono method of quantitative study using a quantitative survey delivered to the customers of the company. The survey was represented as an Online Google form. Thesis was conducted on the basis of theoretical framework about customer satis-faction, service quality and tools for measuring customer satisfaction.
In conclusion, the research revealed that level of customer satisfaction was high. Nevertheless, a compilation of customers’ recommendations and author’s analysis resulted into a set of aspects to be considered by the company for future development to improve customer satisfaction ratio and create strong brand reputation.
Besides developing services of the company according to respondents’ recommendations, the author suggested to take care of the after-sales period of customer interaction, as well as organize networking of the company on Social Media and Online Review Platforms.
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