<p>Title: Advertising message and Customer Satisfaction A case of Lidl Sweden</p><p>Problem: “Are the customers satisfied when they compare marketing message with services provided by Lidl grocery store?”</p><p>Purpose: We aim to analyze the satisfaction level of customers at Lidl store and how</p><p>effective messages delivered in the advertisement.</p><p>Method: We used a primary research through the interviews of the managers in Lidl, and</p><p>a survey questionnaire by the customers. We also used the secondary data from</p><p>the website of Lidl and some qualitative information from textbooks and</p><p>different sources.</p><p>Conclusion: After the research, we conclude that the advertising messages of Lidl is clear</p><p>and most of the customers feel satisfied with price and the quality of Lidl’s</p><p>products. However, about the non-food products, the customers do not feel so</p><p>pleasant and they do not have much knowledge about after sale services.</p>

<p>Assignment:</p><p>The mission of the assignment is to map the four return flows with respect to returning volume, weight, frequency, pick up- and delivery points. Today Volvo CE has a lack of information that concerns their own Reverse logistic processes. It is hard for Volvo CE to see where changes need to be done, due to limited reliable sources.</p><p>Purpose:</p><p>The purpose with the study is to make the return flows easier, less expansive and more manageable for both Volvo and their dealers. Further, environmental issues have to be considered in order to find improvements of the returning routines. The analysis is done to bring forth a proposal that will contribute to less unnecessary transports and that also will make it possible to reduce cost.</p><p>Result:</p><p>A couple of improvement areas have been discovered, some of them are radical while others are incremental. The one thing they have in common is to make sure that the return flows are being handled and seen as one common flow rather then separately treated. Among the improvements these are some recommendations to Volvo CE:</p><p>- Appoint special delivery point for warranty returns and make sure that the warranty routines are followed so that unnecessary transports can be reduced. - Store less cores for remanufacturing at the Core Hub. Cores that are not needed are not necessary to transport to the Core Hub. - Make better cost registrations and cost follow ups and evaluate customer satisfaction to be able to find improvement areas in the future.</p>

<p>Market globalization and steep competition are increasing the need for more efficient and effective strategies in meeting evolving market demands. Adopting a more integrated approach to supply chain relationship management has been increasingly viewed as a way of meeting changing customer needs. This thesis work explores lean and agility frameworks as tools for achieving supply chain integration. Different aspects of the concepts of lean and agility and their applications in the supply chain are presented based on theoretical literature. Thus, this thesis seeks to point out the impact that the concepts of lean and agility can have on the supply chain as a whole. Four companies have been investigated in connection to the level of awareness, perception, and practical application of these tools in their supply chain. To this end, information was collected in a survey questionnaire from these four companies and supported by an interview. The results show that lean and agility are important tools to achieve supply chain integration, but respondents are yet to fully achieve the transition to lean/agile enterprise. It could be said that lean/agile supply chain is still more in theory than in practice. The level of awareness to market changes is high but there seem to be no specific way in achieving integration in the supply as there is wide variation in the way one company achieves it with respect to another. Generally, respondents are implementing lean/agile principles in cooperation and collaboration with suppliers and customers, demand pull system, and using combination of strategies. However, it is clear that adequate market information is required when trying to fit lean/agile principles into supply chain strategy. Furthermore, all respondent recognise the need for change to satisfy customer need, but the respond to change vary from one company to another. Also, there is a gradual shift from traditional focus solely on cost and profit to customer relation relationship management and customer satisfaction. Consequently, companies are organizing themselves around the customer who pulls goods and value from the producer of the goods.</p>

<p>COURSE: Bachelor Thesis in Business Administration, 15ECTS</p><p>AUTHOURS:Peters Silvia Chigozirim. Elham Mazdarani.</p><p>Flugsnappargatan 6, 3tr. Nybohovsbacken 99, 9tr.</p><p>72472, Västerås. 11764, Stockholm</p><p>0737225113. 0709391923</p><p>SUPERVISOR: LEIF SANNER</p><p>TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB.</p><p>BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services. In that, the customers and the employees are, engaged simultaneously in the production of the service. This inseparability is what is considered by the organization in choosing how best to serve its customers, either by the traditional method or through the empowerment approach.</p><p>The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as employee empowerment. The practice of which can directly affect the quality of services delivered, and customer satisfaction.</p><p>PURPOSE: The purpose of this research is to ascertain the extent to which Länsförsäkringar Bank AB practices employee empowerment in their organization and how it impacts on service quality and customer satisfaction.</p><p>RESEARCH METHOD: This research is based on a qualitative study. The authors’ have used both primary and secondary data to make a qualitative analysis, since this is a single-case study to enable them to fulfill the purpose of the research.</p><p>CONCLUSION: Based on this research, the authors have found out that employee empowerment practices at LFB enable the employees to influence customers’ perception of service quality positively, due to their control over the service delivery process, which leads to customers’ satisfaction.</p><p>Moreover, LFB extensively practices employee empowerment through the actions and practices of human resource management and top management. The nature of the organizational structure also influence the character of the services delivered through their employees regarding the free flow of information all around the bank.</p>

<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.</p><p>Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.</p><p>Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.</p>

<p>Today, firms compete with services rather than goods. Large service organizations are beginning to use Six Sigma as continuous improvement tool. An important part of the Six Sigma methodology is the calculation of number of defects in the process, i.e. points outside the specification limits. Unlike goods quality, which can be measured objectively by number of defects, in service goods the setting up of specification limits is a complicated issue because it is marked by the use and expectations among the different customers. As Six Sigma was originally created for manufacturing, this crucial fact is not contemplated in the Six-Sigma roadmap Define- Measure-Analyze-Improve-Control (DMAIC).</p><p>The aim of this thesis is to develop a new model to help the Service Division, Siemens Industrial Turbomachinery AB to set the specification limits according to the customer expectations.</p><p>A review of relevant literature is used to develop a new integrated model with ideas from the Kano model, SERVQUAL, Taguchi loss function, Importance Performance Analysis (IPA) and a new model, the ”Trade-Off Importance”. A survey was carried out for 18 external customers and internal stakeholders.</p><p>The model has demonstrated its robustness and credibility to set the specification limits. Additionally it is a very powerful tool to set the strategic directions and for service quality measurement. As far as we know, this thesis is the first attempt to create a roadmap to set the specification limits in services. Researchers should find a proposed model to fill the research gap. From a managerial standpoint, the practical benefits in Siemens Industrial Turbomachinery AB, suggest a new way of communicating to customers.</p>

<p>Syfte: Denna uppsats syftar till att göra en undersökning bland Länsförsäkringars kunder, vilket är intressant då försäkringsbranschen säljer en produkt som det inte går att ta på och som kunden betalar för trots att han eller hon troligtvis aldrig kommer att använda produkten och faktiskt helst inte ens vill utnyttja densamma.</p><p>Syftet med arbetet är att undersöka följande:</p><p>• Varför stannar Länsförsäkringars befintliga kunder kvar inom företaget?</p><p>• Varför väljer en person att bli kund hos Länsförsäkringar?</p><p>• Tycker kunderna att det är viktigt att ha bank, försäkring och liv inom samma bolag?</p><p>• Tycker kunderna att det är viktigt med en ”egen” personlig kontakt hos sitt bolag?</p><p>• Vad är det för likheter samt olikheter mellan Länsförsäkringars kunder i Gävle, Bollnäs och Söderhamn?</p><p>Metod: För att utföra studien har ett flertal olika tillvägagångssätt utnyttjats:</p><p>1. Litteraturstudie</p><p>2. Enkätundersökning</p><p>3. Statistisk bearbetning av enkätsvaren</p><p>Resultat & slutsats: De viktigaste slutsatserna som jag har kommit fram till är följande:</p><p>• Länsförsäkringars nya kunder värdesätter priset mest medan däremot de befintliga kunderna värdesätter personal och service mest.</p><p>• Länsförsäkringar måste marknadsföra fördelarna med konceptet bank, försäkring och liv inom samma bolag för att det ska kunna fungera som ett konkurrensmedel.</p><p>• För att Länsförsäkringar ska lyckas med att införa en ”egen” personlig kontakt måste fördelarna med detta marknadsföras till kunderna.</p><p>• Några väsentliga skillnader kan inte utläsas mellan orterna Gävle, Bollnäs och Söderhamn.</p><p>Förslag till fortsatt forskning:</p><p>• Att genomföra djupintervjuer eller en enkätundersökning bland de kunder som har lämnat Länsförsäkringar för att se varför de lämnade företaget.</p><p>• Att genomföra ytterligare studier på de 40 procent av de nya kunderna som valde Länsförsäkringar för prisets skull. Verkar de representera en grupp människor som ofta byter bolag för att få lägsta pris?</p><p>Uppsatsens bidrag: Uppsatsen ger dels Länsförsäkringar, men även andra som är intresserade, möjlighet att få en inblick i vilka av Länsförsäkringars konkurrensmedel som uppskattas av deras kunder.</p> / <p>Aim: This thesis aims to study customers of Länsförsäkringar. This study is interesting because insurance companies sale invisible products. Even the customer who pays for a product, is not probably going to use or want to use it.</p><p>The aim of my paper is to investigate the followings:</p><p>• Why do the existing customers of Länsförsäkringar stay with the company?</p><p>• Why does a person chose to become a customer at Länsförsäkringar?</p><p>• Do the customers find it important to have bank, insurance and life with the same company?</p><p>• Do the customers find it important with a personal contact of their own at their company?</p><p>• What similarities and differences are there between the customers of Länsförsäkringar in Gävle, Bollnäs and Söderhamn?</p><p>Method: To conduct this study I have made use of several different procedures:</p><p>1. Study of literature</p><p>2. Questionnaire survey</p><p>3. Statistical work on the questionnaire</p><p>Result & Conclusions: The most important conclusions that I have come to see are the following:</p><p>• The new customers of Länsförsäkringar seem to value price the most while the existing customers value staff and service the most.</p><p>• Länsförsäkringar has to market the benefits with the concept bank, insurance and life within the same company in order to make it work as a competitive advantage.</p><p>• To succeed with implementing a “personal contact” Länsförsäkringar has to market the benefits of it to the customers.</p><p>• No major differences can be found between the localities Gävle, Bollnäs and Söderhamn.</p><p>Suggestions for future research:</p><p>• To carry out more thorough interviews or a questionnaire survey among the customers who have left Länsförsäkringar in order to see why they left the company.</p><p>• To conduct further studies of the 40 percent of the new customers who choose Länsförsäkringar for the sake of the price. Do they seem to represent a group of people who often switch companies in order to get the lowest price?</p><p>Contribution of the thesis: The thesis gives not only Länsförsäkringar, but also others that are interested, an opportunity to get an insight in which of Länsförsäkringar competitive advantages that are appreciated by their costumers.</p>

<p>Research Question/Purpose: Due to environmental legislation, economic influences and increasing concern about the environment among the general public, today’s businesses are becoming more committed to environmental issues. Some enterprises yet have implemented a green strategy. This thesis aims at identifying issues that determine the long-term efficiency of green marketing and how confidence and trust plays a role in order to gain competitive advantage through customer satisfaction and customer retention. The common denominator of both, CRM and green marketing is the creation of confidence, trust and value for customers. So, focus is laid on measures that lend credibility to companies’ green marketing by interviewing experts and observing their opinions about green marketing and eco-labeling.</p><p>Design/Methodology/Approach: Interviews conducted with company professionals from IKEA and Konsum Gävleborg and a member of the municipality in Gävle, as well as findings from secondary sources of the company Nestlé were used to investigate the companies’ ways to respond to environmental concern and how they deal with green issues and ecological responsibility. The interviews provide valuable insights of the success of green marketing depending on the confidence between company and customer.</p><p>Findings: By analyzing the results of the interviews with the literature review, the thesis reveals that environmental responsibility and ecological orientation needs to be based upon the entire business strategy of a company and implemented in its core principles in order to deal effectively and efficiently with this issue.</p><p>Conclusions: Companies respond in different ways to ecological issues, through eco-labeling, cooperation with NGOs and energy-saving production processes. In conclusion, it can be said that the need for customer relationship commitment, trust, confidence and loyalty as a result of satisfaction are as important in customer relationship management as in green marketing, because competitive advantage can be achieved by environment-related activities and motivates companies to go green to promote ecologically sustainable practices.</p><p>Research Limitations/Implications: There is a number of literature focusing on customer relationship management and implications of green issues for business strategy, but there are only a few on green marketing yet and the interaction between green marketing and CRM is missing attention, so far.</p><p>Originality/Value: This work seeks to make a contribution towards bridging the ends of CRM and green marketing. It indicates a relationship between eco-orientation and company performance and implicates, on the basis of the theoretical and empirical findings, that integrating ecological features and good performance in a company is not impossible. Trust and confidence are as important concepts in green marketing as in CRM.</p>

<p>Dagens företag, vars utbud alltmer karaktäriseras av tjänster, måste lära sig att anpassa sig till denna nya kundorienterade värld. Idag har kunderna stort utbud av varor och tjänster vilket innebär att företagen måste anstränga sig extra hårt för att ha nöjda och lojala kunder. Att ha nöjda kunder innebär inte automatiskt att dessa kunder är lojala. Kundlojalitet är viktigt för att företaget ska fungera på lång sikt. Syftet med uppsatsen är att se vilka slutsatser som kan dras om kundlojaliteten hos Bergslagens Sparbanks privatkunder i relation till hur nöjda de är. Vi vill även se hur vi kan utläsa den sanna kundlojaliteten hos Bergslagens Sparbanks privatkunder. Genom postenkäter och intervjuer sammanvävda med ett teoretiskt efterforskningsarbete har resultaten kommit fram. Ett abduktivt arbetssätt tillsammans med en kombinerad kvantitativ och kvalitativ undersökningsmetod har möjliggjort för författarna att uppnå det utforskande syfte uppsatsen utgått ifrån. Bergslagens Sparbanks privatkunder är i allmänhet nöjda med sin bank. Dock har det framkommit att det finns saker som banken kan förbättra.  Vi har dessutom sett mönster som visar på att det finnas både sann och falsk lojalitet bland bankens privatkunder. Åtskilliga kunder i Bergslagens Sparbank har haft banken sedan lång tid tillbaka, de flesta i elva år eller längre. Många har dessutom uppgett att familjen alltid har haft samma bank vilket innebär att ”traditionen” förts vidare till yngre generationer. Detta är ett tecken som visar på hur kunderna blir lojala. Vi visar att det finns ett samband mellan kunders attityder om Bergslagens Sparbank och deras kundlojalitet.</p> / <p>Today's businesses, whose range of product and services is increasingly being characterized by services, must learn to adapt to this new customer-driven world. Today, customers have wide selection of goods and services which means that companies need to strive extra hard to have satisfied and loyal customers. To have satisfied customers does not automatically mean that these customers are loyal. Customer loyalty is important for the company to work in the long run. The purpose with this research project is to see what conclusions can be drawn on the customer loyalty of Bergslagens Sparbank private customers, in relation to how satisfied they are. We also want to see how we can find the true customer loyalty of Bergslagens Sparbank private customers. By mail questionnaires and interviews interwoven with theoretical research the results have emerged. An abductive reasoning technique used with a combination of quantitative and qualitative methods has enabled the authors to achieve the exploratory purpose of this research project. Bergslagens Sparbank’s private customers are overall satisfied with their bank. However, it has become clear that there are things that the bank can improve. We have also seen the patterns that indicate that there is both true and false loyalty amongst the bank’s private customers. Many of the customers in Bergslagens Sparbank have been with the bank for a long time, most of them for eleven years or longer. Several of them have also stated that the family has always had the same bank, which means that it's a tradition that has passed on to younger generations. This is one of the signs that show how customers are becoming loyal. We show that customer attitudes towards Bergslagens Sparbank are affecting customer loyalty.</p>

<p>Through the years customer orientation is an area of marketing that has received much attention. One of the key aspects of customer orientation is the “ability of the salespeople to help their customers”. There has been research on how salesperson’s behavior influences customer orientation. However, previous research has been conducted on the business unit level. At the moment there is no research done on how a salesperson’s individual behavior affects a company’s overall customer orientation. Therefore, this dissertation will try to fill the research gap on how salesperson’s individual behavior affects overall customer orientation.The study is performed on the three major electronic retail stores in the Swedish market. Twelve types of behaviors were selected and were tested with the mystery shopper method and observations of customers in the stores. Two other behaviors of salespeople were discovered. The results show that many of the behaviors described in theories do apply to salesperson’s individual behavior. However, there are some behaviors that are more common than others. The conclusion is that even though there are some common salespeople behaviors, it is very individual how salespeople behave towards customers.</p>