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.

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. As the growing interest of the company’s production among Russian customers is very intensive, the idea to make service quality of

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

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