A customer satisfaction survey for Company X
Nagra, Saif (2015)
Nagra, Saif
Laurea-ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052510182
https://urn.fi/URN:NBN:fi:amk-2015052510182
Tiivistelmä
Customer satisfaction is an important factor in the success of any business as customers are the main source of profit generation. Satisfied customers will continue to purchase products and services even during a period of crisis for the company. Companies attempt to satisfy their current customers, and this allocate enough resources in different forms to achieve a higher level of customer satisfaction. In the era of globalization customer satisfaction could be the important factor to differentiate from the competitors.
This thesis was commissioned Company X, which provides IT services for other businesses. The main focus of the thesis is to review the current level of customer satisfaction and try to find reasons for any customer dissatisfaction. The thesis is divided into five parts that consist of an introduction, theoretical background, research methodology, empirical study, and conclusion respectively. The importance, advantages, problems and elements of customer satisfaction are discussed in the theoretical section. The relation between profit and satisfaction is also elaborated in this chapter.
A quantitative research method has been used for the empirical study presented in this thesis. A well-designed questionnaire was sent to different customers. The results of the survey are presented using percentages. Conclusively, the results show that the level of customer satisfaction for Company X is at a normal level. However, based on the results of the survey, the author suggests that the delivery time of the services needs to be improved. The staff needs more training to deliver the best quality products and services.
This thesis was commissioned Company X, which provides IT services for other businesses. The main focus of the thesis is to review the current level of customer satisfaction and try to find reasons for any customer dissatisfaction. The thesis is divided into five parts that consist of an introduction, theoretical background, research methodology, empirical study, and conclusion respectively. The importance, advantages, problems and elements of customer satisfaction are discussed in the theoretical section. The relation between profit and satisfaction is also elaborated in this chapter.
A quantitative research method has been used for the empirical study presented in this thesis. A well-designed questionnaire was sent to different customers. The results of the survey are presented using percentages. Conclusively, the results show that the level of customer satisfaction for Company X is at a normal level. However, based on the results of the survey, the author suggests that the delivery time of the services needs to be improved. The staff needs more training to deliver the best quality products and services.