Analyzing Customer Needs and Satisfaction : Case: Virka-info Services
Mandelin, Anniina (2012)
Mandelin, Anniina
HAAGA-HELIA ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012112817041
https://urn.fi/URN:NBN:fi:amk-2012112817041
Tiivistelmä
In recent years the service sector has become more and more important for the economy, and the growth of the service sector in Finland has been almost constant since the 1990s. Thus, as a service provider, it is important to pay attention to service quality and to utilize service design in order to improve service and enhance customer satisfaction.
The main purpose of this study is to ascertain the true opinion of immigrant customers who utilize the services of Virka-info, i.e. to find out what they think about its services and how satisfied they are with them. The study will give valuable information to Virka-info in terms of customer satisfaction, as well as insight into any improvements that might be needed in the service area.
The study was conducted by using a quantitative research method in the form of a questionnaire. Between February and March 2012 all immigrant customers utilizing Virka-info services at the time were asked to fill out this questionnaire.
The theoretical part introduces the theories of service, service design and customer satisfaction with which Virka-info has been associated. In the results section this questionnaire has been analyzed question by question.
The study showed that there is a huge demand for a service like Virka-info among immigrant customers. This service gives them information about life in Finland and helps them to integrate better into Finnish society. It can be stated that the need for such information is naturally higher when first moving to Finland than after being here for some years. Information about visas, permits, social security and working in Finland is more in demand when one first moves to Finland. Information and advice about social security, for example, is also still needed when a person has already lived in Finland for some time.
The main purpose of this study is to ascertain the true opinion of immigrant customers who utilize the services of Virka-info, i.e. to find out what they think about its services and how satisfied they are with them. The study will give valuable information to Virka-info in terms of customer satisfaction, as well as insight into any improvements that might be needed in the service area.
The study was conducted by using a quantitative research method in the form of a questionnaire. Between February and March 2012 all immigrant customers utilizing Virka-info services at the time were asked to fill out this questionnaire.
The theoretical part introduces the theories of service, service design and customer satisfaction with which Virka-info has been associated. In the results section this questionnaire has been analyzed question by question.
The study showed that there is a huge demand for a service like Virka-info among immigrant customers. This service gives them information about life in Finland and helps them to integrate better into Finnish society. It can be stated that the need for such information is naturally higher when first moving to Finland than after being here for some years. Information about visas, permits, social security and working in Finland is more in demand when one first moves to Finland. Information and advice about social security, for example, is also still needed when a person has already lived in Finland for some time.