To strengthen the cooperation partnership between the supplier and the customer : with Martela´s eOrder system
Mäenpää, Sarina (2012)
Savonia-ammattikorkeakoulu
2012
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012120718679
https://urn.fi/URN:NBN:fi:amk-2012120718679
Tiivistelmä
The author of this thesis was familiarized with different ordering processes during the internship period in Martela Group. Martela is a front runner in designing and supplying innovative interior solutions for working environments and public spaces. The eOrder system i.e. a web store is an electronic ordering tool for Martela´s customers.
The thesis deals with the web sales tool and customer satisfaction. The objective was to evaluate the system by getting feedback from customers who use the system and give development suggestions for Martela on how to improve the functions by listening to the customers who use the system but also a customer who does not use it yet.
Users from three different customer companies were interviewed to find out their opinions concerning the usage of the eOrder system. Moreover, a representative from a customer company who does not use the system was interviewed in order to get a different opinion about electronic ordering today in general.
The results showed that the customers who use the system were quite satisfied. However, some negative feedback was also identified which resulted as development suggestions.
The thesis deals with the web sales tool and customer satisfaction. The objective was to evaluate the system by getting feedback from customers who use the system and give development suggestions for Martela on how to improve the functions by listening to the customers who use the system but also a customer who does not use it yet.
Users from three different customer companies were interviewed to find out their opinions concerning the usage of the eOrder system. Moreover, a representative from a customer company who does not use the system was interviewed in order to get a different opinion about electronic ordering today in general.
The results showed that the customers who use the system were quite satisfied. However, some negative feedback was also identified which resulted as development suggestions.