Customer Satisfaction

The purpose of this thesis is feasibility study of Customer Relationship Management (CRM) application in hotel industry. With increased globalization, competition, higher customer turnover, growing customer acquisition costs and rising customer expectations in today competitive word CRM is very important for several companies and received an increasing amount of interest among scholars and practitioner especially in recent years. While some companies have received immense benefits from their investments (enhancing customer satisfaction and profitability). The researcher tried to find that is ...

The study aims to develop a method that provides Concept Engineering Unit at Volvo Car Corporation (VCC) with reflection on how cost, technical characteristic, and customer requirements effects the end-product. The purpose of this thesis is to develop a method that supports value balancing of customer requirements and costs in the concept phase of the product development process at VCC. The study has been performed as a case study at VCC in Gothenburg. It was done at the Concept Engineering ...

Advances in communications technology have allowed traditionally distinct financial businesses to keep instantaneous track of developments in other businesses and compete for some of the same customers. Some insurance companies now offer deposit accounts and mortgages. In the United States, life insurance companies now sell more pension plans and other asset management services than they do conventional life insurance. Developments in computer technology that have given insurance providers the ability to quickly access and process information have allowed them to ...

The purpose of this study was to investigate if small to medium sized biotechnology companies in Sweden are market oriented, or if they are research and technology orientated. Market oriented meaning being customer focused, having a strong competitor orientation and building customer solutions using a team approach; and the higher the marketing knowledge – the stronger the market orientation. The results are based on in-depth interviews with members of management groups in 10 companies... Contents CHAPTER 1: PURPOSE 1.1 INTRODUCTION 1.2 BACKGROUND 1.3 RESEARCH PROBLEM 1.4 PURPOSE ...

Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal.This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in ...

The purpose of this thesis "A Context Analysis of Customer satisfaction in Services", is to examine selected elements, which have influence on customer satisfaction in services. The investigation is conducted bot from a theoretical and empirical point of view. The theoretical analysis considers four dimensions. The first dimension is concerned with the service company's internal services, which have an indirect influence on the overall customer satisfaction. It focuses on internal services which involves an analysis of operations, processes, and activities ...

Getrag All Wheel Drive AB (GAWD) in Köping, Sweden today develops, manufactures and sells All Wheel Drive (AWD) systems to the private car industry. However it has not always been like this. Before 2004, the very same plant was a subsidiary company of Volvo Car Corporation, sourcing its need of manual transmissions and AWD systems. Since now having all car manufacturers as potential customers GAWD at the same time is affected by the free market competition from other AWD systems ...

Developing close relationships with third-party logistics providers (3PLs) has been acknowledged in the literature as a beneficial strategy for 3PLs and customer firms. It has been shown that customers embedded in close relationships with 3PLs achieve higher levels of operational and financial performance. 3PLs also benefit from engaging in these relationships by generating higher levels of customer satisfaction, customer retention, and referrals to new customers. In order to complement these findings, this study integrates theories and empirical evidence drawn primarily ...

Involving the Voice of the Customer early in the product development process creates opportunities for high product quality and customer satisfaction. In the product development work at Volvo Car Corporation (VCC) customer focus is important and considered throughout the development process. VCC belongs to the Ford Motor Company family of brands, and has just recently adjusted their product development system to show more similarities with the rest of the family. The new system is called the Global Product Development System ...

The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was developed. Some service quality dimensions were selected to be tested in CCG CO operations . A qualitative research approach was used .The empirical data were gathered through interviews .. Finally, in the last chapter findings and conclusions were drawn by answering the research questions. Some service ...