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Service Quality and Customer Satisfaction. Case study ...
Saimaa University of Applied Sciences Faculty of Business Administration Lappeenranta Degree Programme in International Business Asya Archakova Service Quality and Customer satisfaction . case study : Company X. Thesis 2013 2 Abstract Asya Archakova Service Quality and Customer satisfaction . case study :Company X, 39 pages, 1 appendix Saimaa University of Applied Sciences Faculty of Business Administration, Lappeenranta Degree Programme in International Business Thesis 2013 Instructors: principal lecturer Minna Ik valko, Saimaa University of Applied Sci-ences, managing director Dita Kaarna, Company X. Customer satisfaction and Service Quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especial-ly save the loyalty of its customers.
Karjala region, mostly suitable for Russian tourists. The questionnaires were handed out in the market during the shopping process or sent via e-mail. The research was set to examine the customer’s satisfaction level with the service provided by the company. This study will help the company to improve its service quality for better cus-
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