Improving customer experience for international students at a rental company
Hasu, Annika (2022)
2022
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022111222541
https://urn.fi/URN:NBN:fi:amk-2022111222541
Tiivistelmä
Companies have shifted into more customer-oriented thinking and customer experience is being applied more into business models. Due to the increasing numbers of international students moving to Lahti, it is important for rental companies to consider about the customer experiences of international students. Customer experience is a broad subject, but the purpose of the thesis is to discover key factors that need developing in order to improve customer experience for international students at the case company.
The thesis consisted of a theory explaining the key concepts related to the area of the research, empirical research which was conducted using a survey which was sent to the target group, and an analysis of the results. The research is conducted using quantitative research methods.
The thesis concluded with suggestions for the case company on how to develop the key factors found in the research, which can help to improve the customer experience in the future.
The thesis consisted of a theory explaining the key concepts related to the area of the research, empirical research which was conducted using a survey which was sent to the target group, and an analysis of the results. The research is conducted using quantitative research methods.
The thesis concluded with suggestions for the case company on how to develop the key factors found in the research, which can help to improve the customer experience in the future.