Measuring customer satisfaction a case study: Kuopio Setlementti Puijola RY (Kompassi)
Shrestha, Sunita (2015)
Shrestha, Sunita
Savonia-ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015121721342
https://urn.fi/URN:NBN:fi:amk-2015121721342
Tiivistelmä
Customer satisfaction is vital to every organization either non-profit or for profit. Long run success and the operation of an organization depends on customers and therefore, they have to satisfy their customers. Measuring customer satisfaction through a survey or research helps the organization to know their performance level as well as customer expectation and wants from the organization.
This research was conducted to examine the customer satisfaction level of Kuopio Setlementti Puijola RY (Kompassi). The findings of this research will help Kompassi to find out both their customers’ views towards Kompassi and the activities that customers desire, which further helps to improve the service quality of Kompassi.
There are seven chapter in this thesis, the literature review discusses in detail customer satisfaction, the non-profit sector and service. SERVQUAL service dimension and the gap model were used to measure the customer satisfaction perceived among the respondents. The data were analyzed using Webropol. Furthermore, the Rho (Spearman) test was performed utilizing Webropol as well to find a correlation between the variables.
The results of this study show that customers are quite satisfied with the services provided by Kompassi. The results of the Rho (Spearman) test show that the variables are statistically significant with low and modest association. Many respondents recommended for more language courses to be arranged in addition to increased advertising of the organization.
This research was conducted to examine the customer satisfaction level of Kuopio Setlementti Puijola RY (Kompassi). The findings of this research will help Kompassi to find out both their customers’ views towards Kompassi and the activities that customers desire, which further helps to improve the service quality of Kompassi.
There are seven chapter in this thesis, the literature review discusses in detail customer satisfaction, the non-profit sector and service. SERVQUAL service dimension and the gap model were used to measure the customer satisfaction perceived among the respondents. The data were analyzed using Webropol. Furthermore, the Rho (Spearman) test was performed utilizing Webropol as well to find a correlation between the variables.
The results of this study show that customers are quite satisfied with the services provided by Kompassi. The results of the Rho (Spearman) test show that the variables are statistically significant with low and modest association. Many respondents recommended for more language courses to be arranged in addition to increased advertising of the organization.