Factors Influencing Customer Satisfaction. Case MOMO & MORE Oy
Sharma Bhandari, Dikshya (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023053116725
https://urn.fi/URN:NBN:fi:amk-2023053116725
Tiivistelmä
This thesis investigates the significance of customer satisfaction within the highly competitive business environment of the case company, Momo & More. Recognizing the limitations of customer expectations, the study aims to measure the current level of customer satisfaction and understand customers' needs to enhance customer service specifically for Momo & More. The research also analyzes the factors that influence customer satisfaction within the context of the case company.
The theoretical background provides a comprehensive definition of customer satisfaction and emphasizes its importance. The primary focus of the study is to explore effective methods for measuring customer satisfaction and improving customer service and quality, with the goal of maximizing customer satisfaction for Momo & More. The findings of this research hold valuable insights for Momo & More in their pursuit of elevating customer satisfaction levels and enhancing overall business performance.
A mixed research methodology, bounding qualitative and quantitative approaches, has been employed in this study. The research outcomes provide practical and tailored recommendations specifically for Momo & More, aimed at improving customer service quality and driving overall customer satisfaction. The business plan of Momo & More revolves around the objective of augmenting customer satisfaction, and this study serves as a guide to achieve that objective.
The theoretical background provides a comprehensive definition of customer satisfaction and emphasizes its importance. The primary focus of the study is to explore effective methods for measuring customer satisfaction and improving customer service and quality, with the goal of maximizing customer satisfaction for Momo & More. The findings of this research hold valuable insights for Momo & More in their pursuit of elevating customer satisfaction levels and enhancing overall business performance.
A mixed research methodology, bounding qualitative and quantitative approaches, has been employed in this study. The research outcomes provide practical and tailored recommendations specifically for Momo & More, aimed at improving customer service quality and driving overall customer satisfaction. The business plan of Momo & More revolves around the objective of augmenting customer satisfaction, and this study serves as a guide to achieve that objective.