Customer satisfaction of a private medical clinic
Kallio, Hanna (2018)
Savonia-ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201804094343
https://urn.fi/URN:NBN:fi:amk-201804094343
Tiivistelmä
This report is based on a customer satisfaction survey, commissioned by a private medical clinic in Kuopio. The company had never conducted any research on customer satisfaction, and therefore the main objective of the research was to disclose the level of customer satisfaction. Another objective was to acquire comparable data on customer satisfaction in order for the company to be able to observe the level satisfaction in the future.
The theoretical framework of this report consist of principles of services marketing and conducting a business research. The survey was executed according to principles of quantitative research methods. The survey was constructed using Webropol, and sent to the customers of the company after their appointment at the clinic. The survey was open during March and April of 2017. The survey was sent to 102 customers, and completed by 23% of the recipients. Since the sample is so little, these results cannot be generalized to represent the whole customer base. However, the information from individual customers is still valuable.
The results of the research were mainly positive. The level of customer satisfaction at the medical clinic remains high, which results to long-lasting customer relationships and effectively spreading word-of-mouth.
The theoretical framework of this report consist of principles of services marketing and conducting a business research. The survey was executed according to principles of quantitative research methods. The survey was constructed using Webropol, and sent to the customers of the company after their appointment at the clinic. The survey was open during March and April of 2017. The survey was sent to 102 customers, and completed by 23% of the recipients. Since the sample is so little, these results cannot be generalized to represent the whole customer base. However, the information from individual customers is still valuable.
The results of the research were mainly positive. The level of customer satisfaction at the medical clinic remains high, which results to long-lasting customer relationships and effectively spreading word-of-mouth.