Measuring and Improving customer service in Delishus service Oy
Barba, Gessila Morada (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022120526607
https://urn.fi/URN:NBN:fi:amk-2022120526607
Tiivistelmä
The purpose of this research was to assess and enhance the quality of service delivered to customers by Delishus Service Oy, a local business in Espoo, Finland that specializes in fresh fruits and vegetables and dry and frozen food imports. Since its inception in 2014, the company has been offering customers delicious fresh vegetables and fruits from tropical countries, primarily Asia.
In the thesis report, a definition of customer relationship, customer service and customer loyalty were used as a reference in the literature review. The thesis also focuses on methods of measuring customers satisfaction and enhancing customer service to maximize the quality of service given by the firm. A training programme was also introduced as a recommendation to improve the performance of the employees.
The thesis aimed to address key issues through surveys and interviews with the owners, workers, and customers of Delishus Service Oy. The findings revealed that the firm owner’s function not only as managers, marketers, and immediate supervisors, but also as delivery men, to ensure consistent quality in their products. Furthermore, the interview revealed that the owner lacks strategy, and employees need proper training so that the customer service can be improved, and customers receive excellent customer care. This study uses the results of the interview with employees and customers to suggest ideas to solve the issues and assess service excellence in the long run.
In the thesis report, a definition of customer relationship, customer service and customer loyalty were used as a reference in the literature review. The thesis also focuses on methods of measuring customers satisfaction and enhancing customer service to maximize the quality of service given by the firm. A training programme was also introduced as a recommendation to improve the performance of the employees.
The thesis aimed to address key issues through surveys and interviews with the owners, workers, and customers of Delishus Service Oy. The findings revealed that the firm owner’s function not only as managers, marketers, and immediate supervisors, but also as delivery men, to ensure consistent quality in their products. Furthermore, the interview revealed that the owner lacks strategy, and employees need proper training so that the customer service can be improved, and customers receive excellent customer care. This study uses the results of the interview with employees and customers to suggest ideas to solve the issues and assess service excellence in the long run.