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.

criteria of good perceived service quality, customer satisfaction , definition of customer satisfaction, Importance of customer satisfaction, customer satisfac-tion measurement, corporate culture and organizational standards. After analyzing the resources which were suitable for the research, it was not

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

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