Improving customer satisfaction by understanding consumers : case study: developing a handbook for incoming exchange students at LAB University of Applied Sciences
Yang, Ying (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021052611538
https://urn.fi/URN:NBN:fi:amk-2021052611538
Tiivistelmä
Following the internationalization trends in the education field globally, Lab University of Applied Sciences has been developing opportunities for incoming exchange students. Nevertheless, this differentiated group of consumers may face difficulties and challenges to adjust to new environments. Knowing about their needs and fulfilling their expectations is necessary to improve the service quality and reach higher satisfaction.
This thesis aims at improving student satisfaction by developing a handbook for future incoming exchange students. It also gives the readers insights into understanding different aspects of consumers in the field of service. The theoretical framework is built on a literature review to discuss the key elements of consumer behaviour and customer satisfaction.
The thesis applies the deductive research approach. Data was collected mainly using a quantitative method; a qualitative method was used to provide support. The author collected empirical data from questionnaire distributions to exchange students and the unstructured interview with exchange coordinators from the International Affairs office.
The findings indicate that most exchange students were satisfied with the orientation service at LAB. The service quality was regarded as acceptable and some expectations are not fulfilled yet. Furthermore, the research outcome reveals the need for more information for orientation and the acceptance of the handbook. In conclusion, these key findings contribute to the development ideas and evaluation process for the handbook.
This thesis aims at improving student satisfaction by developing a handbook for future incoming exchange students. It also gives the readers insights into understanding different aspects of consumers in the field of service. The theoretical framework is built on a literature review to discuss the key elements of consumer behaviour and customer satisfaction.
The thesis applies the deductive research approach. Data was collected mainly using a quantitative method; a qualitative method was used to provide support. The author collected empirical data from questionnaire distributions to exchange students and the unstructured interview with exchange coordinators from the International Affairs office.
The findings indicate that most exchange students were satisfied with the orientation service at LAB. The service quality was regarded as acceptable and some expectations are not fulfilled yet. Furthermore, the research outcome reveals the need for more information for orientation and the acceptance of the handbook. In conclusion, these key findings contribute to the development ideas and evaluation process for the handbook.