The Development of Customer Experience of Food Delivery Service in Finland : Case Company Wolt Enterprises Oy
Nguyen, Vy (2020)
Nguyen, Vy
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120426306
https://urn.fi/URN:NBN:fi:amk-2020120426306
Tiivistelmä
The concept of platform-based services has become more relevant in developed and developing markets alike and Finland is no exception. This thesis seeks to uncover the effects of customer experience strategies on the development of platform-based food delivery service, especially on the acquisition and maintenance of customers, and the support which the service provision participants could receive to achieve better performance. The study is carried out in collaboration with the case company Wolt.
The theoretical framework of this thesis consists of two concepts, which are sharing economy and customer experience. The literature review provides the necessary information for the reader to understand the topic and the research question. It also helps the author set the foundation for the empirical research.
The study employs a deductive approach with a qualitative research method. The data for qualitative research is collected through reviews that users left on Google Play and Apple App Store. The author also interviewed a courier partner to gain in-depth knowledge about the service of Wolt and its operation process. By studying the case company Wolt, it is hoped that details about the approaches and strategies in operations will come to light to serve as examples of platform economy done right.
The study results show that the customer experience approaches do benefit the platform and by supporting the other participants of the service, customers of Wolt could enjoy a better service and customer experience. Further research could be conducted with the suggestions listed at the end of this thesis.
The theoretical framework of this thesis consists of two concepts, which are sharing economy and customer experience. The literature review provides the necessary information for the reader to understand the topic and the research question. It also helps the author set the foundation for the empirical research.
The study employs a deductive approach with a qualitative research method. The data for qualitative research is collected through reviews that users left on Google Play and Apple App Store. The author also interviewed a courier partner to gain in-depth knowledge about the service of Wolt and its operation process. By studying the case company Wolt, it is hoped that details about the approaches and strategies in operations will come to light to serve as examples of platform economy done right.
The study results show that the customer experience approaches do benefit the platform and by supporting the other participants of the service, customers of Wolt could enjoy a better service and customer experience. Further research could be conducted with the suggestions listed at the end of this thesis.