DEVELOPING CUSTOMER SERVICE IN PYHÄTUNTURI : Case: Ilona
Lavrucenoka, Zanna; Heikka, Liudmila (2015)
Lapin ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015112417604
https://urn.fi/URN:NBN:fi:amk-2015112417604
Tiivistelmä
This study aimed to investigate the quality of customer service development, products and satisfaction in Ilona in Pyhätunturi. The objective was to receive information directly from the customers in order for Ilona to improve its operations for better customer satisfaction.
The researchers used both quantitative and qualitative research methods. A survey was carried out to inquire customers about their experiences with Ilona’s customer service. The survey was administered through a questionnaire created by the two researchers and the shop owner. The questionnaire was made accessible in the store for the customers to fill out during the period of December 6, 2014 until April 26, 2015. Interviews were conducted face-to-face and via email. Literature was used to create the theoretical framework and to analyze the findings.
This research acquired comprehensive and clear answers from the customers. Strengths, weaknesses and development needs in Ilona shop and in the Ski Resort in Pyhätunturi were found out through the survey. Specifically, customers suggested that the customer service of the shop is to be developed in order to meet the needs and wishes for customer satisfaction.
In general, the reputation and customer satisfaction rate of Ilona shop were regarded as good. The overall atmosphere and service in the shop and in the Ski Resort received good reviews from the responding customers. Development proposals by customers were forwarded to Ilona shop in order to receive higher customer ratings in the future. The product range received different opinions and, therefore, extending the product range was found important for improved customer service as well.
The researchers used both quantitative and qualitative research methods. A survey was carried out to inquire customers about their experiences with Ilona’s customer service. The survey was administered through a questionnaire created by the two researchers and the shop owner. The questionnaire was made accessible in the store for the customers to fill out during the period of December 6, 2014 until April 26, 2015. Interviews were conducted face-to-face and via email. Literature was used to create the theoretical framework and to analyze the findings.
This research acquired comprehensive and clear answers from the customers. Strengths, weaknesses and development needs in Ilona shop and in the Ski Resort in Pyhätunturi were found out through the survey. Specifically, customers suggested that the customer service of the shop is to be developed in order to meet the needs and wishes for customer satisfaction.
In general, the reputation and customer satisfaction rate of Ilona shop were regarded as good. The overall atmosphere and service in the shop and in the Ski Resort received good reviews from the responding customers. Development proposals by customers were forwarded to Ilona shop in order to receive higher customer ratings in the future. The product range received different opinions and, therefore, extending the product range was found important for improved customer service as well.