Customer Satisfaction in Experiental Megazone Tampere
Pennanen, Jatta (2011)
Pennanen, Jatta
Tampereen ammattikorkeakoulu
2011
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201105168053
https://urn.fi/URN:NBN:fi:amk-201105168053
Tiivistelmä
Customer satisfaction is a solid part of successful business. A company needs to value its existing and potential customers in order to maintain functions, receive profit and stay vital. The aim of this thesis is to provide a programme service and tourism activity enterprise Megazone Tampere information on the present level of customer satisfaction and the experiential image of the enterprise. Suggesting ideas for improvement and development is the main objective of this research.
Customer satisfaction has been researched by various authors and theorists in time and there are multiple different approaches to it. In this case quantitative research was conducted as a questionnaire survey and structured interviews supplemented by observation. The collected data is processed with Tixel software and analysed using Experience Pyramid and SERVQUAL scale.
The level of customer satisfaction in Megazone Tampere is very good and the enterprise can be seen as experiential. Majority of responses proved that the level of various operations and parts of Megazone Tampere is very good. The experiential image of the company is existent but needs to be systematically developed.
The results indicate that further research in customer satisfaction in Megazone Tampere is required in order to follow the impacts of suggested and recommended changes. These recommendations include minor changes in the facilities and reorganising the marketing plan.
Customer satisfaction has been researched by various authors and theorists in time and there are multiple different approaches to it. In this case quantitative research was conducted as a questionnaire survey and structured interviews supplemented by observation. The collected data is processed with Tixel software and analysed using Experience Pyramid and SERVQUAL scale.
The level of customer satisfaction in Megazone Tampere is very good and the enterprise can be seen as experiential. Majority of responses proved that the level of various operations and parts of Megazone Tampere is very good. The experiential image of the company is existent but needs to be systematically developed.
The results indicate that further research in customer satisfaction in Megazone Tampere is required in order to follow the impacts of suggested and recommended changes. These recommendations include minor changes in the facilities and reorganising the marketing plan.