Service Quality and Customer Satisfaction.Case study:Company X

Abstract

Customer satisfaction and service quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especially save the loyalty of its customers. Good service is a result of organized corporate culture, which can be considered as a kind of social culture in general. Setting the values of a generalized trend of activity, rules, regulations and standards concretize this direction. In theory parts are described five determinants of good service quality and customer perception of service measuring. The intension of the research study was to find out what customers think about company’s service quality and if customer satisfaction level is good enough to attract more consumers and save those who have been loyal to the company for years.

Data for this study were collected in Company X, which is situated in Etelä-Karjala region, mostly suitable for Russian tourists. The questionnaires were handed out in the market during the shopping process or sent via e-mail. The research was set to examine the customer’s satisfaction level with the service provided by the company.

This study will help the company to improve its service quality for better customer satisfaction. It may be a good example of what can be improved not only for the Company X, but also for the companies which are fully or partly targeted on Russian customers.