Customer Resilience in Inconsistent Service Quality in Finland
Deb, Probal (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025112830639
https://urn.fi/URN:NBN:fi:amk-2025112830639
Tiivistelmä
This thesis focuses on customer perceptions of inconsistency of the quality of service and the effects of resilience on customers in the context of the relationship and response reactions in Finnish service. The study is concentrated on retail and hospitality services. The rationale was to determine the patterns of service inconsistencies as perceived by customers, the coping mechanisms they use, the contextual and cultural aspects that influence the behaviours and evaluate the relational connection between resilience and customer satisfaction, trust and loyalty. The theoretical model is based on the SERVQUAL model, modern studies of service variability, and psychological resilience theory, especially on the transactional model of stress and coping.
The quantitative survey data, along with qualitative responses in the form of open-ended question, were used as a mixed-method study in which the empirical research was conducted. The information was gathered by use of an online questionnaire that was sent to different consumers in Finland. Quantitative analysis comprised of descriptive statistics, correlation analysis and regression modelling using SPSS, and the qualitative content to identify the contextual factors on resilience using thematic analysis.
In findings, the customers are most subjected to ineffective service consistency, particularly when dealing with speed, staff performance and service accuracy. Some of the common resilience-based coping mechanisms used by the respondents include making meaning of the situation, making alternative arrangements, or giving the service provider a second opportunity. According to thematic insights, the cultural concepts unique to Finland, including politeness, fairness, and the need to communicate calmly, influence these coping behaviours. The results of correlation and regression analyses indicate that resilience has a positive relationship with satisfaction, trust, and loyalty, where the value of trust and loyalty gives the strongest results. The discussion identifies the necessity to standardise service operations, enhance recovery operations, and integrate cultural expectations in developing strategies of customer interaction within organisations.
The quantitative survey data, along with qualitative responses in the form of open-ended question, were used as a mixed-method study in which the empirical research was conducted. The information was gathered by use of an online questionnaire that was sent to different consumers in Finland. Quantitative analysis comprised of descriptive statistics, correlation analysis and regression modelling using SPSS, and the qualitative content to identify the contextual factors on resilience using thematic analysis.
In findings, the customers are most subjected to ineffective service consistency, particularly when dealing with speed, staff performance and service accuracy. Some of the common resilience-based coping mechanisms used by the respondents include making meaning of the situation, making alternative arrangements, or giving the service provider a second opportunity. According to thematic insights, the cultural concepts unique to Finland, including politeness, fairness, and the need to communicate calmly, influence these coping behaviours. The results of correlation and regression analyses indicate that resilience has a positive relationship with satisfaction, trust, and loyalty, where the value of trust and loyalty gives the strongest results. The discussion identifies the necessity to standardise service operations, enhance recovery operations, and integrate cultural expectations in developing strategies of customer interaction within organisations.