Customer satisfaction analysis: Case Akzept Ltd
Kurbat, Yana (2014)
Savonia-ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014121620095
https://urn.fi/URN:NBN:fi:amk-2014121620095
Tiivistelmä
The main purpose of this thesis was to identify and analyze the current customer satisfaction level of Akzept Ltd and work out suggestions to increase company’s popularity in its business field.
The research was made with the help of quantitative and qualitative methods. Quantitative method included customer satisfaction survey with 12 questions which was delivered among the company’s clients. Quantitative research was implemented through personal interviews with the personnel.
The research was supported with theoretical background. Its main topics were customer behavior, customer service, service quality and customer satisfaction. Theoretical topics were specifically selected to reflect the purpose of the research.
The research analysis showed the current customer satisfaction level to be good, but not exeptionally high. It was found out that in order for the company to increase popularity and customer loyalty and retention levels, there are certain actions that have to be taken.
The research was made with the help of quantitative and qualitative methods. Quantitative method included customer satisfaction survey with 12 questions which was delivered among the company’s clients. Quantitative research was implemented through personal interviews with the personnel.
The research was supported with theoretical background. Its main topics were customer behavior, customer service, service quality and customer satisfaction. Theoretical topics were specifically selected to reflect the purpose of the research.
The research analysis showed the current customer satisfaction level to be good, but not exeptionally high. It was found out that in order for the company to increase popularity and customer loyalty and retention levels, there are certain actions that have to be taken.