Sökning: "services marketing and customer satisfaction"
Visar resultat 1 - 5 av 54 uppsatser innehållade orden services marketing and customer satisfaction.
1. ”Är det detta du menar? – Nej, det är det verkligen inte!” En analys av konsumenters missnöje vid möten med chatbots i kundtjänst
Kandidat-uppsats, Lunds universitet/Företagsekonomiska institutionenSammanfattning : Chatbots are increasingly being adapted as substitutes to humans in customer service. As the level of adoption increases, it becomes more important to understand the phenomenon of robots replacing humans – a new chapter in the rising digital world. LÄS MER
2. Påverkan av användarrecensioner på konsumentens beslutsprocess : En studie baserat på en kvantitativ undersökning om hur användarrecensioner påverkar konsumenters beslutsprocess vid val av produkter och tjänster online
Kandidat-uppsats, Södertörns högskola/FöretagsekonomiSammanfattning : Denna studie undersöker användarrecensioners påverkan på konsumenters beslutsprocess vid köp av produkter eller tjänster och faktorer som påverkar förtroendet för dessa recensioner. Studien visar att användarrecensioner har en betydande inverkan på konsumenters köpbeslut, med subjektiva normer och upplevd beteendekontroll som viktiga faktorer i beslutsprocessen. LÄS MER
3. Making Sense of the Net Promoter Score (NPS) - A study of NPS' relationship to Word of Mouth, attitudinal loyalty and customer satisfaction, and what drives these mindset metrics
D-uppsats, Handelshögskolan i Stockholm/Institutionen för företagande och ledningSammanfattning : Since Fredrick F. Reichheld introduced the Net Promoter Score (NPS) in 2003, it has become one of the most favored customer mindset metrics (MSMs) within business practice. Often, it is claimed to be an indicator of customer loyalty, satisfaction, and Word of Mouth (WOM). LÄS MER
4. Relationsbyggandet vid digitala rådgivningsmöten, perspektiv från privatrådgivare : En studie kring utmaningar och möjligheter i det digitala mötet
Kandidat-uppsats, Mälardalens universitet/Akademin för ekonomi, samhälle och teknikSammanfattning : ABSTRACT Date: [2022-06-02] Level: Bachelor/Master thesis in Business Administration, 15 cr Institution: School of Business, Society and Engineering, Mälardalen University Authors: Bashir Atai Jesper Holm Timothy Ylinen 98/01/03 93/08/07 93/12/31 Title: Building relationship in a digital age focusing on digital meeting, from financial advisors’ perspective Supervisor: Rana Mostaghel Keywords: Digital meeting, Customer value, Relationship, Trust, Marketing, Bank industry Research questions: What are the challenges in the digital customer meeting regarding value creation and relationship building and how do financial advisors handle the challenges? What opportunities are there for financial advisors when it comes to the shift from physical customer meetings to digital customer meetings? Purpose: The purpose of this study is to investigate the challenges and opportunities of digital customer meetings that financial advisors need to deal with when building and maintaining relationships online through meetings. Method: In this study, a qualitative survey method has been applied. LÄS MER
5. A bank’s strategical positioning within the Green Sector for an increased customer satisfaction : a segmented kano analysis
Master-uppsats, SLU/Dept. of EconomicsSammanfattning : The major banks in Sweden are seen as confusingly similar to their customers. By taking a behavioural focus, banks may understand how they can make themselves unique and increase their customer satisfaction. Through increasing customer satisfaction, banks may be able to gain a competitive advantage and consequently increase their profit. LÄS MER
