Quality of EIS support and maintenance services
Laakso, Tiina (2015)
Tampereen ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015072913876
https://urn.fi/URN:NBN:fi:amk-2015072913876
Tiivistelmä
Company X delivers integrated information systems for enterprises operating in various business areas. In addition to planning, implementing and deploying these systems, the company provides continuous support and maintenance services to its customers. However these services have not been systematically developed and quality of service can vary greatly.
The purpose of this thesis was to identify the problem areas causing low customer satisfaction and operational inefficiency. The objective was to understand how the identified problems are related to each other and present some ideas on how service quality could be improved.
Customers and Company X employees were interviewed and results were analyzed and compared to theoretical frameworks. Service quality gap analysis indicated that the service delivery processes were insufficient and lacking the support of top management. This caused the customers to perceive the service as unreliable and unresponsive even if the employees were knowledgeable and service oriented.
Recent indications of poor service quality and the identified potential for growth has increased the interest of the company’s top management. Changes are already being done, but the effectiveness of these changes and improvements on operational efficiency, service quality, and customer satisfaction need to be monitored and regularly analyzed. Similar activities as presented in this research can be performed to continually improve the services and a long-term focus on customer service orientation is needed to stay competitive.
The purpose of this thesis was to identify the problem areas causing low customer satisfaction and operational inefficiency. The objective was to understand how the identified problems are related to each other and present some ideas on how service quality could be improved.
Customers and Company X employees were interviewed and results were analyzed and compared to theoretical frameworks. Service quality gap analysis indicated that the service delivery processes were insufficient and lacking the support of top management. This caused the customers to perceive the service as unreliable and unresponsive even if the employees were knowledgeable and service oriented.
Recent indications of poor service quality and the identified potential for growth has increased the interest of the company’s top management. Changes are already being done, but the effectiveness of these changes and improvements on operational efficiency, service quality, and customer satisfaction need to be monitored and regularly analyzed. Similar activities as presented in this research can be performed to continually improve the services and a long-term focus on customer service orientation is needed to stay competitive.