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. Good Service is a result of organized corpo-rate culture, which can be considered as a kind of social culture in general. Set-ting the values of a generalized trend of activity, rules, regulations and stand-ards concretize this direction.

implementation of service standards. Reviewing standards of customer service as part of the corporate culture of the organization allows finding more effective approaches to its development and implementation. 1.1 Background of the study This study was decided to be carried out after one year of the author’s working experience in Company X.

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  Services, Study, Customer, Satisfaction, Standards, Quality, Customer service, Case, Case study, Service standards, Service quality and customer satisfaction

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