Developing Customer Satisfaction
Härmä, Ville (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022060716215
https://urn.fi/URN:NBN:fi:amk-2022060716215
Tiivistelmä
This thesis was commissioned by Sportello FIT.The objective of this thesis is to find the satisfaction levels of Sportello FIT customers.
Theoretical part of the thesis can be divided into four sections. First being about SWOT analysis, second talking about customer satisfaction, third is about service quality and the SERVQUAL method, and the last section talks about the importance of customer satisfaction. Quantitative method of research was chosen, and questionnaire was picked as the method of choice.
A questionnaire was produced and sent out to every Sportello FIT customer through email, this was done to gain information about the customers and find out what they are satisfied with and what they are not. What was talked in the theoretical part was used as the base when forming the questionnaire. Benchmarking was done in order to find out what the standards are in the market Sportello FIT is operating in. Results of the survey and the benchmarking will be in chapter four.
It was found in the questionnaire the customers are generally satisfied with the services, equipment, and facilities offered by Sportello FIT. Especially when talking about the services, the customers rated the friendliness, and expertise of the staff and coaches very highly. There were however some areas over others that the customers did want to see developed. One of the areas that was often mentioned by the customers was the air-conditioning. In both Sportello FIT City, and Sportello FIT Alppila, the customers said that the air-conditioning is subpar compared to what it is in facilities offered by the competitors.
Theoretical part of the thesis can be divided into four sections. First being about SWOT analysis, second talking about customer satisfaction, third is about service quality and the SERVQUAL method, and the last section talks about the importance of customer satisfaction. Quantitative method of research was chosen, and questionnaire was picked as the method of choice.
A questionnaire was produced and sent out to every Sportello FIT customer through email, this was done to gain information about the customers and find out what they are satisfied with and what they are not. What was talked in the theoretical part was used as the base when forming the questionnaire. Benchmarking was done in order to find out what the standards are in the market Sportello FIT is operating in. Results of the survey and the benchmarking will be in chapter four.
It was found in the questionnaire the customers are generally satisfied with the services, equipment, and facilities offered by Sportello FIT. Especially when talking about the services, the customers rated the friendliness, and expertise of the staff and coaches very highly. There were however some areas over others that the customers did want to see developed. One of the areas that was often mentioned by the customers was the air-conditioning. In both Sportello FIT City, and Sportello FIT Alppila, the customers said that the air-conditioning is subpar compared to what it is in facilities offered by the competitors.