Transcription of Service Quality and Customer Satisfaction. Case study ...
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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. Good Service is a result of organized corpo-rate culture, which can be considered as a kind of social culture in general.
Customer Satisfaction and Service Quality depend a lot on Organization Stand-ards (OS) of the company where they are applied. Latest might work as a great benefit to improve the profit and customer loyalty (Ronzina 2010). The following table shows the functions of OS between three community groups: employers /customers/employees. ...
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