Kundtillfredsställelse utifrån ett relationsperspektiv

Sammanfattning: Problem: The main problem this thesis brings up is what impact factors like trust, commitment, communication between a company and its costumers and value can have on costumer satisfaction on the basis of a relationship perspective. Purpose: The purpose with this thesis is to describe the importance of factors that can have an impact on customer satisfaction on the basis of a relationship perspective. To do this the author has looked into a company called Q-steps and conducted an investigation on their costumers opinion of their relationship with the company. Method: An interview was held with Q-steps CEO Sören Levén as the basis of the thesis, as well as a questionnaire that was sent to the company’s existing costumers over the web. Theory: In the thesis the author uses a model that describes factors that can have an impact on costumer satisfaction on the basis of a relationship perspective. This model is based on theories within relationship building in service companies. Conclusion: To be able to develop good relationships to their customers and as a result of this increase the level of costumer satisfaction, Q-steps has to take different variables into consideration. The main focus in this matter should lay on the variables that to a great extent affect the level of costumer satisfaction. These variables are to create involvement and offer the costumers to participate, to increase the feeling of value for the costumers and to respond and consider the criticism that costumers present to them. Q-step future relationship building should be focused on the moment when the company meet the costumer, because this is when they have the opportunity to influence the relationship and the costumer’s level of satisfaction.