Adding further efficiencies to the laundry and hospitality industries : comissoned by CompanyX
Skews, Mark (2015)
Skews, Mark
Turun ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201503303712
https://urn.fi/URN:NBN:fi:amk-201503303712
Tiivistelmä
This dissertation investigates the number of customers who rent laundry from CompanyX and experience problems with the service process that they receive. The research gauges the significance of the problems experienced and explores what technologies could enhance the service processes of CompanyX.
The research methodology used was an internet based customer survey, to empirically determine the quantity of customers who experience service process problems. Further investigation was performed to identify possible technology improvements that could be implemented in the laundry rental industry.
The research resulted in 27.4% of the targeted customers responding to the customer survey and 85% of those respondents indicated that they experience problems with service process received from CompanyX.
The conclusion is that more than 27% of the targeted customer base experience problems and that there are technologies which can be implemented to improve the service process.
The research recommends making use of proven technologies to automate ways of measuring service delivery so that customer service can be more easily managed. One of the technologies is a simple internet based customer service measuring mechanism, and another recommendation is to use RFID technology to tag individual laundry items to be able to empirically measure the service process.
The research methodology used was an internet based customer survey, to empirically determine the quantity of customers who experience service process problems. Further investigation was performed to identify possible technology improvements that could be implemented in the laundry rental industry.
The research resulted in 27.4% of the targeted customers responding to the customer survey and 85% of those respondents indicated that they experience problems with service process received from CompanyX.
The conclusion is that more than 27% of the targeted customer base experience problems and that there are technologies which can be implemented to improve the service process.
The research recommends making use of proven technologies to automate ways of measuring service delivery so that customer service can be more easily managed. One of the technologies is a simple internet based customer service measuring mechanism, and another recommendation is to use RFID technology to tag individual laundry items to be able to empirically measure the service process.