Enhancing service quality by utilizing gap theory - Case Company X
Potinkara, Jesse (2015)
Laurea-ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201505259985
https://urn.fi/URN:NBN:fi:amk-201505259985
Tiivistelmä
Service quality is the key element customers evaluate and value, when interacting with a company. The ability for service quality to retain and satisfy customers is unparallel to any other means of measurements companies might deploy to evaluate their services.
The goals of this study are to determine how a small-sized Finnish company can improve their service quality by utilizing gap theory. The study incorporates relevant theory to support the thesis’ title. Furthermore the theory and the experiences of the author are used to analyze the current and future services and quality of service of Company X. Small-sized Company X, which prefers to stay anonymous, is associated as the client company for the thesis. The company’s customers and CEO were interviewed by phone to obtain intuitive and honest opinions concerning satisfaction, perceptions and expectations towards offered services.
The importance of service quality and satisfied customers become imperative, when Company X’s traditional offerings are being reevaluated by customers in hopings to save money. Constantly wanting to offer the best service quality, enforcing set standards and designs to support the desire to improve become key factors into succeess.
The goals of this study are to determine how a small-sized Finnish company can improve their service quality by utilizing gap theory. The study incorporates relevant theory to support the thesis’ title. Furthermore the theory and the experiences of the author are used to analyze the current and future services and quality of service of Company X. Small-sized Company X, which prefers to stay anonymous, is associated as the client company for the thesis. The company’s customers and CEO were interviewed by phone to obtain intuitive and honest opinions concerning satisfaction, perceptions and expectations towards offered services.
The importance of service quality and satisfied customers become imperative, when Company X’s traditional offerings are being reevaluated by customers in hopings to save money. Constantly wanting to offer the best service quality, enforcing set standards and designs to support the desire to improve become key factors into succeess.