Creating customer loyalty from customer satisfaction : case: Sport & Fitness Centre Fressi, Leppävaara
Han-Syrjälä, Xue (2010)
Han-Syrjälä, Xue
2010
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023122038727
https://urn.fi/URN:NBN:fi:amk-2023122038727
Tiivistelmä
In the thesis, discussions about customer loyalty only concern service oriented companies. In addition, the emphasis of the thesis is on service performance and customer satisfaction; despite marketing methods.
Customer service is engaged in almost all business transactions today; sometimes it is where a core value lies and sometimes it is as a value adding method. In both cases, a customer's prospection of service quality affects the relationship between the customer and service provider. Continuously offering customers the service which exceeding customer's expectation is the way to gain customer's loyalty. Therefore, knowing what customers' expectations are is the starting point and critical step in customer loyalty building process. A customer satisfaction research of a Fitness Club Fressi, Leppiivaara, is conducted as a sample of gathering and analyzing information of satisfaction to create loyalty. The research shows that the sample company has significant advantages in location and service design, etc; however, there are still shortages such as maintenance of facilities, etc. Suggestions are given for improving customer loyalty.
Customer service is engaged in almost all business transactions today; sometimes it is where a core value lies and sometimes it is as a value adding method. In both cases, a customer's prospection of service quality affects the relationship between the customer and service provider. Continuously offering customers the service which exceeding customer's expectation is the way to gain customer's loyalty. Therefore, knowing what customers' expectations are is the starting point and critical step in customer loyalty building process. A customer satisfaction research of a Fitness Club Fressi, Leppiivaara, is conducted as a sample of gathering and analyzing information of satisfaction to create loyalty. The research shows that the sample company has significant advantages in location and service design, etc; however, there are still shortages such as maintenance of facilities, etc. Suggestions are given for improving customer loyalty.