Purpose of the thesis: The main purpose of this bachelors thesis is to conduct a customer satisfaction survey for company kokkikartano. The aim and purpose of the project is to find the current customer satisfaction level of the company and efficiency in customer satisfaction. Customer satisfaction surveys will be thoroughly explained and researched all the way from creating a survey to analyzing the results of a survey.
The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in company x . More specifically, the focus is on examining the grouped impact of the factors. First, this research draws on existing research on the factors influencing customer satisfaction. Second, an empirical research is conducted to discover the combined effect of different factors on hand on customer satisfaction and on the other hand on efficiency.
Research questions: 1. Which factors influence customer satisfaction level and efficiency in readymade food production company?
a) What factors can together as groups lead to a high level of customer satisfaction?
b) What factors can together as groups lead to a high level of efficiency?
c) What factors can together as groups lead to a low level of customer satisfaction?
d) What factors can together as groups lead to a low level of efficiency?
2. Do some factors influence both customer satisfaction and efficiency in the same way?
Research approach:
Theoretical background: Theoretical part of the thesis will be gathered from different types of business literature and some statistical literature will be used. Customer satisfaction was defined as a term and its importance was researched as how to measure it based on this research questions.
Here is instruction, please follow which segment suits best on this research topic
Theoretical background (or Knowledge background) – what theory/knowledge will be used in the report that supports the research – for example marketing plan, marketing communication, product development, motivation and incentives, buying behavior etc. etc.
