Entrepreneurs’ customer satisfaction with online meeting service in financial industry: a case study of company X
Jokinen, Tiia (2016)
Jokinen, Tiia
Laurea-ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201604255007
https://urn.fi/URN:NBN:fi:amk-201604255007
Tiivistelmä
This thesis project investigates about the satisfaction of customers, entrepreneurs, with the online meeting service provided by the case company, which operates in financial industry. Furthermore, a deeper focus during the empirical part of this thesis project is to gain understanding of how the online meeting service has improved the entrepreneurs’ overall customer satisfaction with the case company.
This thesis consists of two parts: theoretical background and empirical research. The researcher studies these relevant topics by scholars, theories, previous researches and articles. The theoretical part is divided into three main topics: digitalization, customer satisfaction and entrepreneurship. The theoretical background will support the empirical research, since the research approach for this thesis is abduction.
The empirical section of this thesis project was conducted using qualitative research methods. Dur-ing the data collection, the researcher conducted 18 semi-structured interviews with entrepreneurs who have participated to the online meeting provided by the case company. Due to the bank se-crecy law, it was necessary that the anonymity of the interviewees have to be preserved through-out the research process.
Data analysis was conducted following the qualitative research principles by categorizing the online meeting experiences based on the interviewees’ answers during the interviews. One of the objec-tives for this thesis was to study the recommendation for the service to others based on the online meeting experience.
The results of the empirical study suggest that 88% of the interviewees had positive experience about the online meeting service. Only two interviewees had negative experiences. The online meeting service was positive, if the interviewee received the expected service. If the online meet-ing was not successful so that the interviewee did not receive the hoped service, the online meet-ing experience was negative.
In conclusion, the customer satisfaction is effected by the whole service process before and after the service itself. All of the interviewees would recommend the online meeting service to other entrepreneurs and some of them felt that the online meeting service is more customer-oriented than visiting the branch. Besides, 88% of the interviewees stated that the online meeting service improved their overall customer satisfaction for the case company.
This thesis consists of two parts: theoretical background and empirical research. The researcher studies these relevant topics by scholars, theories, previous researches and articles. The theoretical part is divided into three main topics: digitalization, customer satisfaction and entrepreneurship. The theoretical background will support the empirical research, since the research approach for this thesis is abduction.
The empirical section of this thesis project was conducted using qualitative research methods. Dur-ing the data collection, the researcher conducted 18 semi-structured interviews with entrepreneurs who have participated to the online meeting provided by the case company. Due to the bank se-crecy law, it was necessary that the anonymity of the interviewees have to be preserved through-out the research process.
Data analysis was conducted following the qualitative research principles by categorizing the online meeting experiences based on the interviewees’ answers during the interviews. One of the objec-tives for this thesis was to study the recommendation for the service to others based on the online meeting experience.
The results of the empirical study suggest that 88% of the interviewees had positive experience about the online meeting service. Only two interviewees had negative experiences. The online meeting service was positive, if the interviewee received the expected service. If the online meet-ing was not successful so that the interviewee did not receive the hoped service, the online meet-ing experience was negative.
In conclusion, the customer satisfaction is effected by the whole service process before and after the service itself. All of the interviewees would recommend the online meeting service to other entrepreneurs and some of them felt that the online meeting service is more customer-oriented than visiting the branch. Besides, 88% of the interviewees stated that the online meeting service improved their overall customer satisfaction for the case company.