Customer satisfaction in business : A case study of Moon travel ltd

Abstract

Today, competition among businesses has become increasingly intense and organizations realize that they cannot compete with each other solely on price, but need to focus on their valued customers. The purpose of this thesis was to measure the current level of the customer satisfaction in the case company as well as to better understand customers’ needs from the company’s point of view in order to improve customer service. Another purpose was to analyze the reasons and factors that might obstruct efforts to affect satisfaction levels. The theoretical section of the thesis concentrates on service, service quality and factors affecting the satisfaction level. At the beginning of the theory, elements of service are first discussed and then, the importance of customer satisfaction and measuring customer satisfaction is described. All the data for the theoretical section was collected from the literature. This research was accomplished using a quantitative research approach by means of a questionnaire and small interview conducted with the company owner. The questionnaire was divided into three parts, containing multiple choice questions and including an open question about customer feelings and opinions at the end. The questionnaire was distributed to the company over a period of one month. In conclusion, the research revealed that the current service level of Moon travel can be judged as positive and customers are very satisfied with the service they have received. However, several areas were found that need to be improved. In order to improve the level of customer satisfaction, it is recommended that the company should improve its’ service environment, implement staff training, and adjust the price of the service, as well as conducting regular advertising campaigns to attract new customers and to inform exiting customers about special offers and upcoming events.