This thesis aims to increase the understanding for how customer satisfaction is created in business-to-business relationships in the copying machine and IT sector. A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in business-tobusiness settings. In order to accomplish this, one company in the copying machine and [...]
The impact of website quality on customer satisfaction: a research on Iranian online bookstores
The daily growth of the internet and e-commerce has changed the way of marketing and selling products and services. As a result of development in electronic information resources and the evolution of the “digital age” product sellers and information service providers face many new challenges. Internet is changing the way corporations conduct business with their [...]
Relationship between service quality and customer satisfaction: in the case of CCG (Customer Centric Group) CO
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 [...]
Feasibility study of application and implementation of customer relationship management (CRM) in hotel industry
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 [...]
Value balancing method for product development – A Case study at Volvo Car Corporation
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 [...]
The impacts of IT applications in customer satisfaction and costs decrease: case study, Asia Insurance Company in Iran
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 [...]
Market orientation in small to medium sized Biotech companies in Sweden
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 [...]
Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria
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 [...]
Customer satisfaction in Services
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 [...]
International product development in automotive industry: mapping and improvement suggestions from a customer satisfaction perspective
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. [...]