Demand for contactless service in rental industry
Juppala, Teemu (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023051611047
https://urn.fi/URN:NBN:fi:amk-2023051611047
Tiivistelmä
Digitalization has led to the growth of self-service solutions. There are several case studies regarding self-service, but only a few regarding self-service in rental industries. This research aims to investigate the demand for contactless services in the rental industry.
The study will compare the willingness to use self-service between clients from different backgrounds, travel purposes, and age groups. These were researched using quantitative research methods. Quantitative data was collected through a Webropol survey, and the target group was the company x clients.
This research was conducted based on a theoretical framework around customer service, self-service, and digitalization. The study showed that clients' background affects their attitude toward self-service solutions.
The study will compare the willingness to use self-service between clients from different backgrounds, travel purposes, and age groups. These were researched using quantitative research methods. Quantitative data was collected through a Webropol survey, and the target group was the company x clients.
This research was conducted based on a theoretical framework around customer service, self-service, and digitalization. The study showed that clients' background affects their attitude toward self-service solutions.