Title: Customer satisfaction with offer of services of golf courses in Prague and in Liberec region Objectives: The Diploma Thesis aims to make a survey of satisfaction and expectations of golf course customers in Liberec region and in the capital city Prague and to compare those regions. Customer satisfaction will be measured by means of questionnaires where each player of each golf course will compare real perceived qualities of a golf course with generally expected qualities. Based on the data obtained, the analysis of values will be carried on, such as golf handicap, age, gender and month income. The Thesis will focus on comparing the expectations and satisfaction of major golf resorts with smaller and not so popular ones. Methods: The research of customer satisfaction was carried on by already proven questionnaire consisting of SERVQUAL method. The research compared expected quality with real quality in seven golf courses in Prague and surroundings and in seven golf courses in Liberec region. The research was carried on from August 2014 till February 2015. Results: The outcome of the thesis is to learn about satisfaction of golfers at golf courses in Prague and Liberec region and submit proposals for improving each golf courses in an effort to achieve improved and better access to customers....

Doctor of Philosophy / Department of Hospitality Management and Dietetics / Deborah Canter / Chihyung Ok / As the number of older adults increases so does the demand for housing and personal care needs. The continuing care retirement community is unique from other senior care facilities as it provides a continuum of housing and care that caters towards an individual’s need. Foodservice is often utilized to attract older adults into retirement facilities. Such service would give residents additional opportunities to socialize with service workers as well as other patrons of the restaurant. Yet, few studies have focused on the roles of food and dining service on resident’s satisfaction with foodservice and their quality of life. Study 1 examined the relationships between residents’ perception of individual customer orientation of service employee dimensions: technical skills, social skills, motivation, and decision-making authority, with relational benefits, satisfaction and subsequent behavioral outcomes: repurchase intention and word-of-mouth. Study 2 explored the moderating effects of resident’s activity involvement and food involvement on the relationships between rapport, dining-need satisfaction and resident’s quality of life. To achieve the objectives of these studies, 412 continuing care retirement community residents from five facilities completed a self-report questionnaire. Of these, 354 were used in study 1 and study 2. Findings of the structural equation modeling (Study 1) suggested that resident’s perception of foodservice employee’s technical skills, social skills and motivation were important determinants of confidence and social benefits that led to residents’ overall satisfaction with foodservice. Satisfied resident-consumer is likely to engage in word-of-mouth and repurchase intention. Results of hierarchical multiple regressions (Study 2) revealed that perceived rapport and resident’s dining-need satisfaction are positively related to resident’s quality of life. This study also found that activity involvement and food involvement moderated the relationships between rapport and dining-need satisfaction with quality of life respectively. That is, the more involved resident has an improved quality of life.

Doctor of Philosophy / Department of Hospitality Management and Dietetics / Junehee Kwon / The purpose of this study was to assess the food choices and consumption of soldiers and their satisfaction with current and initial military training (IMT) menu standards through a survey and analysis of food selection and consumption. Participants were recruited during lunch periods before and three weeks after implementing IMT menu standards, which are healthier than current menu standards, in an Army dining facility (DFAC). Direct observations, digital photography, and plate waste methods were used to assess soldiers’ food selection and consumption. A survey was also administered to determine soldiers’ attitudes toward health, nutrition knowledge, reported food selection and consumption behaviors, and overall satisfaction with meals served under the two menu standards. Food selection and consumption were evaluated using the Army’s Go for Green Nutrition Labeling Program and the Military Dietary Reference Intakes (MDRIs). Descriptive and inferential statistics were calculated to summarize and compare data, and to identify potential associations among variables. A total of 172 and 140 soldiers participated before and after the menu change, respectively. Soldiers’ food selection patterns were similar to the proportion of green-, yellow-, and red-labeled items offered in the DFAC under both menu standards and significantly improved after the intervention (p<0.001). Soldiers consumed 886 kcal (38.6% from total fat and 11.2% from saturated fat) and 1784 mg of sodium before the menu change. Three weeks after the change, all figures improved (705 kcals, 31% of kcals from total and 9% from saturated fat, and 1339 mg of sodium) (p<0.01). Overall satisfaction and meal acceptability before and after the intervention were not different, and “food appeal” ratings actually improved. With the exception of sugar-sweetened beverage consumption, attitudes toward health were significantly associated with all reported food behaviors (p<0.01) but not with actual behaviors (p>0.05). Nutrition knowledge significantly influenced some but not all aspects related to attitudes toward health. Perceived hunger levels were positively associated with intakes of calories, protein, total fat, sodium, and cholesterol (p<0.05). Findings suggest that implementing the IMT menu standards in non-trainee Army DFACs is feasible and has the potential to improve the overall healthfulness of soldiers’ food selection and consumption.

Philosophiae Doctor - PhD / In recent years, the South African online shopping industry has experienced remarkable growth which has attracted multi-national online stores to operate in the South African market thus creating competitive pressure for domestic online stores. Consequently, this presence of competition from well-resourced and recognisable online store brands it is critical that domestic online stores adopt measures to protect their competitive positions and to pursue competitive advantage. An adoption of a customer-centred approach focused on increasing customer satisfaction is one strategy for online stores to consider. This study had as its primary objective to develop a theoretical model of psychographic influences on customer satisfaction with electronic service quality. The associated objectives were to develop a theoretical model to (i) assess online shopping customers’ perceptions of electronic service quality, (ii) illustrate the effect of electronic service quality on customer satisfaction, (iii) measure the effect of customer satisfaction on customer behavioural intentions, and (iv) determine how customers’ perceptions of electronic service quality differ across different customer psychographic profiles. A quantitative descriptive cross sectional study was conducted to address the research objectives. Data was collected through a questionnaire from a sample of 344 South African online store customers. Statistical descriptive and inferential analyses were performed including mean values, structural equation modelling and analysis of variance. The findings included that, i) customers have negative perceptions of electronic service quality in South African online stores, ii) the constructs of electronic service quality, efficiency and contact, have a significant positive effect on customer satisfaction, iii) customer satisfaction has a significant positive effect on customer behavioural intentions, and iv) a significant difference in the perceptions of electronic service quality was found to exist among customers with different psychological profiles. Based on the study findings it is recommended that South African online stores should improve electronic service quality and apply market segmentation on the basis of customer psychological profiles in order to gain competitive advantage.

This study aims to use the quality principle: Customer Focus, based from the concept of Total Quality Management, as a base for an empirical study. The chosen organization that has been the subject of the study is GotlandsHem AB, the largest housing agent on Gotland island. The study has been carried out as a project and has been based on a preliminary study that was previously carried out in the spring, 2019. The preliminary study showed seven problem areas within the organization, one of which was chosen to be the focus of the project. The problem area has been named Customer Perspective and deals with which perspectives GotlandsHem uses today as a basis for the daily activities. A crucial principle that many companies today are trying to maintain, is the quality principle: Customer Focus. The purpose of this study is to investigate and evaluate which principles related to their customers, GotlandsHem uses today. The purpose also includes how the company can use Customer Focus to better understand how they can use their own principles to control their daily work and affect Customer Satisfaction. The design for the study is qualitative with a deductive approach. The study design for the study is a case study and the data collection method used is semi-structured interviews. The study is based on several theoretical concepts: Customer, Customer Satisfaction, TQM, Quality, and Customer Focus. The theoretical background also deals with measurement of Customer Satisfaction and Quality.The result showed that there are different perceptions about whether GotlandsHem works according to the quality principle: Customer Focus. It also revealed the current principles GotlandsHem works according by today.   Key words: customer, customer focus, customer satisfaction, principle, total quality management / Den här studien avser att sätta kvalitetsprincipen kunden i centrum, från konceptet Totat Quality Management, i relation till ett verkligt exempel. Den organisation som varit föremål för studien är GotlandsHem AB, Gotlands största bostadsförmedlare. Studien har genomförts som ett projekt och har baserats på en förstudie som tidigare genomförts under våren, 2019. Förstudien visade på sju problemområden inom organisationen, varav ett område, valts ut att studeras i projektet. Problemområdet har fått namnet kundperspektiv och handlar om vilka perspektiv GotlandsHem idag använder som grund för sin dagliga verksamhet. En avgörande princip som många företag försöker följa idag är kvalitetsprincipen kunden i centrum. Syftet med den här studien är att undersöka och utvärdera dels, vilka GotlandsHems principer är idag som anknyter till deras kunder, dels hur de kan använda sig av kvalitetsprincipen kunden i centrum för att bättre förstå hur de kan använda sina principer för att styra det dagliga arbetet och påverka sin kundtillfredsställelse. Det här är en kvalitativ studie med en deduktiv ansats. Undersökningsupplägget för studien är en fallstudie och datainsamlingsmetoden som använts är semistrukturerade intervjuer. Studien baseras på ett flertal teoretiska begrepp: kund, kundtillfredsställelse, TQM, kvalitet, kunden i centrum och kundfokus. Den teoretiska bakgrunden behandlar också mätning av kundtillfredsställelse och kvalitet. Resultatet visade att det finns olika uppfattningar om huruvida GotlandsHem arbetar efter kvalitetsprincipen kunden i centrum. Det avslöjade också de principer GotlandsHem arbetar efter idag.   Nyckelord: kund, kunden i centrum, kundfokus, kundtillfredsställelse, offensiv kvalitetsutveckling, princip.

E-handel är i nuläget ett etablerat fenomen som växer för varje år. I samband med att e-handen breder ut sig och försäljningen mellan olika länder ökar bidrar det även till en ökad returgrad. Returgraden inom e-handel är den högsta i jämförelse med övriga försäljningskanaler och är ett hot för många företags överlevnad. För att vända returen till någonting positivt kan returprocessen användas för att stärka kundlojalitet och kundvärde genom segmenterade lösningar.  Syftet med rapporten är att identifiera de steg en konsument går igenom i en returprocess och om dessa aktiviteter kan skapa lojalitet och kundtillfredsställelse som stärker relation mellan konsument och företag. För studien utformades det en enkätundersökning för konsumenter som returnerat en produkt på Etonshirts.com. Från enkätundersökningen framgick det att stor andel av respondenterna var mycket nöjda med företagets returprocess men även att det fanns områden som kan utvecklas. För att bekräfta vilka steg en konsument går igenom under en returprocess gjordes en flerfallstudie av fem svenska e-handelsföretag. Studien bekräftar vilka steg som finns och att de kan skilja sig mellan företag. En observationsstudie utfördes i syfte med att identifiera företagets steg i en returprocess, detta för att bekräfta vilka steg ett företag har och hur det i sin tur påverkar kundens process.  För att en återförsäljare ska kunna generera kundnöjdhet måste återförsäljaren förstå sina konsumenters beteende och en returprocess bör anpassas beroende på segment och marknad. Kundnöjdheten kan nås genom effektivitet, bekvämlighet och noggrannhet som bidrar till lojala kunder. Beroende på hur företaget presenterar information på webbplatsen, om köpet, retursedel och returpolicy bidrar det till hur kunden upplever returprocessen och i vilken utsträckning en konsument returnerar. Den totala upplevelsen av köp och retur är viktig för att stärka relation mellan kund och företag. / E-commerce is an established phenomenon that grows for each year. As the e-commerce expands and sales between different countries increase, it also contributes to an increased return rate. The return of e-commerce is the highest in comparison with other sales channels and is a threat to many online companies. In order to turn the return into something positive, the return process can be used to strengthen customer loyalty and customer value through segmented solutions. The purpose of this report is to chart the activities a consumer goes through in a return process and investigate if these activities can create loyalty and customer satisfaction that strengthen consumer / business relationship. For the study, a survey was conducted for consumers who returned a product on Etonshirts.com. From the survey, it was found that a large proportion of respondents were very pleased with the company's return process, but also that there were areas that could be developed. To confirm what activities a consumer is going through during a return process, a multivariate study was conducted at five Swedish ecommerce companies. The study confirms which steps exist and that they can differ between companies. An observation study was conducted to map the company's steps in a return process, to confirm what activities a company has and how it affects the customers return process. In order for a company to generate customer satisfaction, they must understand the behaviour of their consumers and a return process should be customized depending on segment and market. Customer satisfaction can be achieved through efficiency, convenience and accuracy that contribute to loyal customers. Depending on how the company presents information on the website, the purchase, return and return policy, it helps to understand how the customer experiences the return process and to which extent a consumer returns. The overall experience of purchase and returns is important in strengthening relationships between customers and companies.

Enterprise Resource Planning and Customer Relationship Management are two essential concepts in the global supply chain. These aspects are considered to be the backbone of organizational success as they ensure that the upstream and downstream members of the chain are working effectively to deliver services that meet the standards and the customer’s requirements. Customer satisfaction in the freight forwarding industry, especially for the Case company is the priority. Integration of new systems in the centralized repository so that the information sharing is facilitated, and decision making is strengthened. Vendor selection, implementation of the new system, and customer satisfaction are the essential parts of this study. As there is significant competition in the industry, there are increasing challenges in boundless trading. Several researchers have conducted a study on this aspect to evaluate the critical success factors driving ERP system successfully. In this study, the researchers aimed to analyse the importance of implementing a CRM system in an ERP system of the Case company and evaluate how it positively influenced the organization.The researchers in this study used a triangulation approach and made use of both primary and secondary data in the study. For primary data, there were several detailed interviews conducted while the secondary data was collected through the comprehensive literature review. The results showed that there had all the research participants emphasized massively on the importance of customer relationship and implementation of a new system in the organization. There were specific challenges that were faced by the organization, especially concerning the employee resistance to change and the increase in the costs of the organization. However, the benefits outweigh the costs, and it is suggested to continuously improve the system for the sake of enhanced the organization’s performance.

Titel: Service Recovery inom telekombranschen - Hantering av eWOM Nivå: C-uppsats inom företagsekonomi Författare: Allan Mohammad &amp; Jens Olsson Handledare: Akmal Hyder &amp; Michelle Rydback Datum: 2019 - juni Syfte: Syftet är att analysera hur telekomföretag hanterar negativ eWOM genom arbetet med Service Recovery. Metod: Studien präglas av en kvalitativ forskningsmetod där datainsamlingen utgörs av tio semistrukturerade intervjuer som sedan bearbetats. Resultat &amp; slutsats: Utifrån studien framgår det att de tillfrågade butikscheferna inom telekombranschen inte har specifika riktlinjer och strategier för att hantera negativ eWOM utan att det hanteras mer centralt inom företaget av andra avdelningar. Studien visar att butikscheferna lägger stor vikt på att skapa förståelse för kunder och utformar hanteringen av deras missnöje därefter. Studien visar också att negativ eWOM kan ha en positiv påverkan på företag då de kan korrigera arbetssättet för att få färre missnöjda kunder. Studiens bidrag: Studien bidrar till forskning inom området marknadsföring eftersom den ger en ökad förståelse för hur telekomföretag i Sverige hanterar negativ eWOM. Det praktiska bidraget är att studien kan underlätta för telekomföretag genom förslag på nya strategier för att hantera negativ eWOM och effektivisera Service Recovery-processen. Förslag till vidare forskning: Forskningen kan fördjupas genom att utgå från ett kundperspektiv. I studien ges en kortfattad beskrivning av kundens perspektiv. Studien utgår huvudsakligen från ett företagsperspektiv. Ett kundperspektiv kan bidra till att studien ses ur en ny synvinkel och kan därmed stärka studiens resultat. Ett förslag är också att utvidga den geografiska avgränsningen för ett generaliserbart resultat. / Title: Service Recovery in the telecom business - Handling of eWOM Level: Final assignment for Bachelor Degree in Business Administration Author: Allan Mohammad &amp; Jens Olsson Supervisor: Akmal Hyder &amp; Michelle Rydback Date: 2019 - June Aim: The purpose of the study is to analyze how telecom companies handle negative eWOM through Service Recovery. Method: The study is characterized by a qualitative research method and the data collection consists of ten semi-structured interviews, which have been processed later on. Result &amp; conclusions: The conclusion of the study is that store managers in the telecom industry do not have specific guidelines and strategies for managing negative eWOM. Negative eWOM is handled by other departments within the company. The study shows that store managers place their emphasis on creating understanding of customer needs and approach customer dissatisfaction based upon customer needs. The study also shows that negative eWOM can have a positive impact on companies as they can develop working methods to get fewer dissatisfied customers. Contribution: The study contributes to research in the field of marketing as it provides an increased understanding of how telecom companies in Sweden handle negative eWOM. The practical contribution is that the study can make it easier for telecom companies by proposing new strategies to handle negative eWOM and streamline the Service Recovery-process. Suggestions for future research: We believe that the research can be deepened by viewing the situation from a customer perspective. In this study, we have provided a short description of the customer perspective. The main focus is the business perspective. The customer perspective can contribute to a new point of view and can thus strengthen the result. For further research, we also suggest that researchers expand the geographical boundaries to generalize the result.

Omnichannel has become a central part of future retailing and is expected to be implemented by multiple brands. Omnichannel is an extension of multichannel enquiring complete integration between channels. As customers’ demands changes and demonstrate switching of brands, maintaining loyal customers’ in the evolving retail market with unlimited options is a continuous challenge. There are indicators of omnichannel retailing increasing customer satisfaction but there is no research investigating how it could affect brand loyalty, either through attitudinal loyalty, behavioural loyalty or a combination of both. This research aims to explore how implications of omnichannel retailing could facilitate the demanded satisfactory shopping experience and lead to embarked brand loyalty. A qualitative method was chosen to explore this phenomenon by using primary, secondary data and conducting of in-depth interviews. The results shows that omnichannel is an significant factor facilitating a satisfactory shopping experience, in turn inflicting attitudinal loyalty, but there were vague signs of behavioural loyalty. Thus, omnichannel was not considered the main factor affecting brand loyalty due to lack of expressed commitment to repurchase, hence omnishoppers rarely surpasses the step of satisfaction to fully becoming brand loyal.

Aim: The aim of this study is to explore small enterprises’ marketing strategy and the digital tools that can improve their odds in the market against competitors and gain competitive advantage. Method: Qualitative study was conducted using primary and secondary data for this study, where primary data was collected through ten semi-structured interviews. An inductive approach was used to complete this study. The sample taken was seven small hotels and ten respondents who own and manage the hotels. Result &amp; Conclusion: Findings of this study show that digital marketing tools demand fewer resources such as marketing expenses, number of employees, and make marketing activities simpler for the managers of small enterprises. As a result of digitalization, small enterprises are able to implement the marketing mix (4Ps), although their primary focus is price followed by providing customized product/service that fits the customers’ needs to gain competitive advantage. Suggestion for future studies: We found in our study that one hotel did not use social media at all, and it would be interesting to know if there are more enterprises that do not use it as well. Therefore, in future studies, a larger sample would produce more data about the use of social media by small enterprises. Additionally, this study was conducted in a developed country context and further research would be beneficial to emerging-market countries if it is conducted in their context. Finally, a deeper investigation of marketing strategy between different sizes of micro and small enterprises can provide greater knowledge about how they operate. Contribution of the thesis: This study has contributed to small enterprises’ marketing strategy, which shows that they focus on customer preferences rather than what their competitors offer. It also contributes to SMEs’ digital marketing where digitalizing an enterprise’s marketing activities decreases costs and increases dynamic capabilities to gain and maintain a competitive advantage. Moreover, this study provides new thoughts about the marketing mix for SMEs, which includes that cost leadership strategy is mostly used, hence, making them the price followers. In other words, they set their prices based on their competitors.