Improvement of Customer Satisfaction and Service Quality. Case Lassila & Tikanoja Oyj
Hassan, Tohid (2013)
Kymenlaakson ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201305066407
https://urn.fi/URN:NBN:fi:amk-201305066407
Tiivistelmä
ABSTRACT
KYMENLAAKSON AMMATTIKORKEAKOULU
University of Applied Sciences
International Trade, Kouvola
MD TOHID HASSAN Improvement of Service Quality to Achieve Customer Satisfaction in Order to Face Strong Competition.
Bachelor’s thesis 58 pages
Supervisor Harri Ala-Uotila, Senior Lecturer, KyAMK.
Commissioned by Lassila & Tikanoja Oyj, Kouvola, Finland.
May 2013
Key words: Customer satisfaction, Customer service, Service quality.
Increasingly all business sectors are facing more competition. Due to the internationalization, this is especially the case with service-oriented companies. Almost every business has to find new and attractive solution to satisfy the customers in order to exist in the market. This case study was conducted by Lassila & Tikanoja Oyj, Kouvola, Finland. The company wants to improve their service in Kouvola region to grip their existing customers and also to obtain new customers.
The objective of the research was to find out the level of service quality, measure and assess the level of customer satisfaction. The suggestions of the customers will bring the idea for possible action to solve the case problem.
The theoretical framework consists of definition of customer satisfaction, services and service quality. Theory composes a research technique to create customer satisfaction through customer services and service quality. The empirical analysis of the study was accomplished to assess customer satisfaction level using questionnaires through company e-mail and interview.
The survey results revealed that L&T customer satisfaction level is in such a good position that keeps customers loyal. The research ends with suggestions for further study to reveal research gap.
KYMENLAAKSON AMMATTIKORKEAKOULU
University of Applied Sciences
International Trade, Kouvola
MD TOHID HASSAN Improvement of Service Quality to Achieve Customer Satisfaction in Order to Face Strong Competition.
Bachelor’s thesis 58 pages
Supervisor Harri Ala-Uotila, Senior Lecturer, KyAMK.
Commissioned by Lassila & Tikanoja Oyj, Kouvola, Finland.
May 2013
Key words: Customer satisfaction, Customer service, Service quality.
Increasingly all business sectors are facing more competition. Due to the internationalization, this is especially the case with service-oriented companies. Almost every business has to find new and attractive solution to satisfy the customers in order to exist in the market. This case study was conducted by Lassila & Tikanoja Oyj, Kouvola, Finland. The company wants to improve their service in Kouvola region to grip their existing customers and also to obtain new customers.
The objective of the research was to find out the level of service quality, measure and assess the level of customer satisfaction. The suggestions of the customers will bring the idea for possible action to solve the case problem.
The theoretical framework consists of definition of customer satisfaction, services and service quality. Theory composes a research technique to create customer satisfaction through customer services and service quality. The empirical analysis of the study was accomplished to assess customer satisfaction level using questionnaires through company e-mail and interview.
The survey results revealed that L&T customer satisfaction level is in such a good position that keeps customers loyal. The research ends with suggestions for further study to reveal research gap.