Customer satisfaction analysis : Case Company Aninkaisten Kiinteistövälitys Oy
Poutanen, Pilvi (2011)
Poutanen, Pilvi
Satakunnan ammattikorkeakoulu
2011
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2011052710004
https://urn.fi/URN:NBN:fi:amk-2011052710004
Tiivistelmä
The purpose of this thesis was to find out the satisfaction level of the customers of Aninkaisten Kiinteistövälitys Oy, and to promote customer driven quality throughout the company. The aim was to create a tool that the company can utilize in continuously monitoring customer satisfaction.
The conceptual framework for this study was the Grönroos‟ model of total perceived service quality which was to explain the roles of expectations and the perceptions when it comes to the total perceived service quality and thus customer satisfaction.
The research was based on both quantitative and qualitative approach and the theo-retical tool that was used was the SERVQUAL-model. Two different surveys were sent to two different customer segments the sellers and the buyers who had sold or bought a property through the company within the past year. A quantitative approach was used to discover the customers‟ expectations for an excellent service provider in the field and the perceived service quality that the company provided.
The issues to be surveyed were found out through discussions with the company‟s management and the employees, and the questions were formed based on the five dimensions of SERVQUAL-model: Reliability, Assurance, Empathy, Responsive-ness and Tangibles.
The results indicate that the current level of satisfaction among customers is very high and that the customers are loyal. However there were a few very unsatisfied customers who, rather than being loyal, were notifying that they were spreading the negative word-of-mouth to others as well. And as the gap scores indicated it was to be noted that in order for the company to serve even higher levels of quality there were some actions to be taken.
The conceptual framework for this study was the Grönroos‟ model of total perceived service quality which was to explain the roles of expectations and the perceptions when it comes to the total perceived service quality and thus customer satisfaction.
The research was based on both quantitative and qualitative approach and the theo-retical tool that was used was the SERVQUAL-model. Two different surveys were sent to two different customer segments the sellers and the buyers who had sold or bought a property through the company within the past year. A quantitative approach was used to discover the customers‟ expectations for an excellent service provider in the field and the perceived service quality that the company provided.
The issues to be surveyed were found out through discussions with the company‟s management and the employees, and the questions were formed based on the five dimensions of SERVQUAL-model: Reliability, Assurance, Empathy, Responsive-ness and Tangibles.
The results indicate that the current level of satisfaction among customers is very high and that the customers are loyal. However there were a few very unsatisfied customers who, rather than being loyal, were notifying that they were spreading the negative word-of-mouth to others as well. And as the gap scores indicated it was to be noted that in order for the company to serve even higher levels of quality there were some actions to be taken.