Background: New technologies have turned out to be an inseparable part of the air travel industry over the last couple of decades, and it brought us many benefits. Nonetheless, these new airport technologies also brought new problems that foster air travellers’ irritation. A negative experience has a relatively worse influence on an airport than a positive; therefore, this is an interesting topic to investigate. There is so far only limited research done about the connection between new customer-facing technologies and customer satisfaction. Due to this lack of analysis, this study has the goal to examine the understanding of the effects of new airport technologies on individual’s satisfaction. Purpose: The purpose of this study is to discover how new customer-facing technologies on airports affect the customers’ satisfaction Method: The research goal is accomplished by implementing qualitative research and collecting the data through ten semi-structured in-depth interviews with various individuals that had a recent air-travel experience which was no earlier than three months. The data analysis is done by performing an inductive research approach. Conclusion: The results show that customer satisfaction process begins at the need recognition and how it is perceived depends on the experience of each person. The way the need is perceived decides the priority of the factors that describe the new customer-facing technologies’ (CFT) service, as a result of that setting the expectations towards the process of interacting with the new CFTs. The customer then interacts with the service while assessing the performance compared to the expectations, and subsequently, a positive or negative disconfirmation is made upon deciding if service is better or worse than expected. A positive disconfirmation results in a satisfied customer and a negative disconfirmation results in a dissatisfied customer.

Banksektorn har genomgått omfattande förändringar till följd av digitaliseringens framväxt. Ett bredare utbud av differentierade produkter har möjliggjort för konsumenter att utföra vardagliga bankärenden på egen hand. Detta har resulterat i att alltfler bankkontor stängs ner då det inte längre genererar samma lönsamhet, något som i sin tur reducerat den fysiska interaktionen mellan banker och deras konsumenter. Att produkter och tjänster blivit digitala har inneburit konsekvenser för banksektorn då det fysiska mötet utgjort en central del för konsumenters kundnöjdhet. Ett bredare utbud av differentierade produkter och tjänster har bidragit till en ökad komplexitet där avsaknaden av kompetens med hänsyn till datorer och teknik har påverkat konsumenters attityd till digitala produkter och tjänster. Då fysisk interaktion förekommer mer sällan är det avgörande för banker att utforma produkter och tjänster utefter konsumenternas behov. Då konsumenters beteendemönster tenderar att utvecklas i samma takt som digitaliseringen är det avgörande för banker att ha en förståelse om huruvida konsumenters attityd i relation till digitala produkter uppfattas samt bredda en förståelse om konsumenternas upplevelse med hänsyn till nya banktjänster. Då kundupplevelsen utgör grunden för kundnöjdhet är det betydelsefullt för banker att leverera en god upplevelse genom att möta kundens behov. Studien ämnade undersöka digitaliseringens inverkan på svenska bankkunders kundnöjdhet. Genom att studera detta var förhoppningen att få en bredare förståelse om huruvida svenska bankkunder upplever att digitaliseringen inverkat på deras kundnöjdhet. Studien tog avstamp i en tvärsnittsdesign med ett deduktivt tillvägagångssätt. Studiens datainsamling grundar sig i en kvantitativ metod och har genomförts genom en enkätundersökning i förhoppning om att nå en stor mängd respondenter. Antalet respondenter som deltog i studien uppgick till 241 där samtliga blev kontaktade via sociala medier. En regressionsanalys har använts för att studera sambandsmönster mellan studiens beroende-, oberoende- samt kontrollvariabler. Studiens teoretiska referensram utgörs av kundnöjdhet, digitalisering, TAMmodellen samt kundupplevelse. TAM-modellen samt kundupplevelse utgör i denna studie grunden för att närma sig ett svar kring hur digitaliseringen inverkat på svenska bankkunders kundnöjdhet. Med utgångpunkt i dessa två teorier framgick det att digitaliseringens inte haft någon negativ inverkan på kundnöjdhet men att det istället effektiviserat konsumenters sätt att uträtta bankärenden. Vidare framgår det av studiens resultat att upplevelse i allmänhet är en bidragande faktor till en högre grad av kundnöjdhet. / The banking sector has undergone extensive changes as a result of the growth of digitalisation. A wider range of differentiated products has made it possible to for consumers to carry out everyday banking on their own with no need for physical interaction with the bank. As a result of this, bank branches have been closed as it no longer generates the same profitability. Due to this, there has been a reduction in the physical interaction between bank and customers. The fact that products and services has become digital has had consequences for the banking sector as the physical meeting has been a key part of customer satisfaction. The purpose of this study was to examine the impact of digitalization on customer satisfaction. The study was conducted using a cross sectional design with a deductive approach. The study’s data collection is based on a quantitative method and has been carried out through a digital survey. The data was analysed by a regression analysis to identify possible relationships between the studies variables. The results of this study show that digitalization does not have a negative impact on customer satisfaction.

Desde el año 2017, el fenómeno de las aerolíneas de bajo coste o low cost ha venido creciendo con la entrada de la empresa Viva Air al mercado peruano. Este segmento de aerolíneas ya alcanza casi 100 millones de pasajeros al año. La popularidad de estas aerolíneas va de la mano con el bajo precio que ofrecen a los pasajeros, ya que se ha podido observar una reducción de precios en los pasajes de hasta un 50%. En consecuencia, la participación de mercado de las aerolíneas tradicionales se ha reducido en los últimos años. Por lo tanto, hay algunas que buscan imitar el modelo low cost, como también hay otras que tienen como principal objetivo enfocarse en el segmento de clientes que valora otros factores más allá del precio. El siguiente trabajo de investigación tiene como objetivo demostrar la relación que existe entre las estrategias de fidelización con la lealtad del segmento de clientes que se encuentra entre las edades de 35 a 44 años. Para ello, se utilizaron técnicas de recolección de datos cualitativos y cuantitativos que luego de ser analizados dan resultados que permiten un futuro análisis. / Since 2017, the phenomenon of low cost airlines has been growing with the entry of Viva Air into the Peruvian market. This segment of airlines already reaches almost 100 million passengers per year. The popularity of these airlines goes hand in hand with the low price they offer to passengers, since it has been possible to observe a reduction in ticket prices of up to 50%. Consequently, the market share of traditional airlines has declined in recent years. Therefore, there are some that seek to imitate the low cost model, as there are others whose main objective is to focus on the customer segment that values ​​other factors beyond price. The following research work aims to demonstrate the relationship between loyalty strategies and customer loyalty between 35 and 44 years old. For this, qualitative and quantitative data collection techniques were used that after being analyzed give results that allow a future analysis. / Trabajo de investigación

Syftet med rapporten var att undersöka hur Mellanskog arbetar med kundnöjdhet och hur de skogsägare som anlitar dem för avverkningsuppdrag upplever kundnöjdheten. Resultatet från enkätundersökningen visade att de flesta som anlitat Mellanskog för ett avverkningsuppdrag visade en hög grad av kundnöjdhet. Mellanskog arbetade inte själv aktivt med analyser av kundnöjdhet eller hade ett uttalat arbetssätt kring kundnöjdhet.

Whilst utilization of management consulting services has become an integral part of the contemporary economy and functioning of many organizations, intangibility leaves clients unable to predict or objectively assess the values created in consulting engagements. According to scholars, attempts to counteract the principal-agent related risks of opportunism and divergent incentives are expected to increase following higher competition, consumer awareness and anticipated increased demand for performance-based pricing. Improved comprehension of means to evaluate consulting services should become increasingly significant not only for the management consulting firms with increasing needs to tangibilize value and prove “success” to a greater extent, but also for the purchasing organizations in both private and public sectors. The academic attention to the industry has been described as surprisingly low, and previous scholars urge for increased empirical data on evaluation practices in general, and for additional contexts and sizes of consulting firms, in particular. Accordingly, this study aims to contribute with empirical data and understanding of consultants’ reasoning and approaches through asking; How do small Swedish management consulting firms approach evaluation of their engagements in terms of client satisfaction and value generated within the client organization, and; what is the rationale behind the eventual evaluation approach(es) used? Based on a literature review on primarily the fields of; the management consulting industry, intangibility of knowledge-intensive services, and scholarly suggested evaluation methods, semi-structured interviews were conducted with senior managers, partners and CEOs representing ten small-sized management consulting firms in Sweden. The purposively sampled respondents were categorized based on relative size and relative service offering, enabling comparison between size and type of business. Thematic analysis of the interviews showed great similarities between firms, and that valuation approaches are commonly unstructured, situational and goal-oriented, focused on aggregated satisfaction, rarely including objective measurements, initiated by the consultant, conducted through dialogue and sometimes supported by questionnaires. It was concluded that the evaluation approaches are generally highly subjective and focused on capturing client perceptions. Discrepancies between respondents’ practices and scholarly suggested methods were identified, and analysis of variations concluded that smaller firms seem to have less developed evaluation approaches. The respondents’ rationales were described and categorized into; drivers, deterrents and obstacles. Potential catalysts for change, including price sensitivity, client demand and performance-based pricing were identified. Whilst the study does provide requested empirical data and may facilitate improved comprehension of means to counteract intangibility to benefit clients and consultants - and hopefully increase public interest for these issues - further research is needed to nuance the findings, especially through capturing clients’ perspectives.

La tendencia pet friendly está creciendo en el mercado peruano tanto en restaurantes como en otro tipo de negocios. Por ello, se decidió realizar una investigación que sobre la satisfacción del consumidor en relación al customer experience en los distritos de Barranco, Miraflores y San Isidro a personas de 25 a 54 años de edad. La presente investigación se aboca a estudiar la participación de las mascotas en un espacio donde eran inexistente una interacción de la mascota con su dueño. Por este motivo, el objetivo principal de este documento es si existe una relación directa entre el customer experience y la satisfacción del cliente en restaurantes pet friendly de los distritos de Barranco, Miraflores y San Isidro entre personas de 25 a 55 años de edad. Es preciso anotar que este trabajo tiene un enfoque cualitativo y cuantitativo. El análisis que se realizó, se encontró una relación entre el customer experience y la satisfacción del cliente y las variables planteadas en la investigación como la atención a la mascota, la calidad del servicio, el acondicionamiento del restaurante y expectativa. / The pet friendly trend is growing in the Peruvian market both in restaurants and in other businesses. Therefore, it was decided to carry out an investigation that on the satisfaction of the consumer in relation to the customer experience in the districts of Barranco, Miraflores and San Isidro to people from 25 to 54 years old. The present investigation is focused on studying the participation of pets in a space where there was no interaction between the pet and its owner. For this reason, the main objective of this document is whether there is a direct relationship between customer experience and customer satisfaction in pet friendly restaurants in the districts of Barranco, Miraflores and San Isidro among people between 25 and 55 years of age. It should be noted that this work has a qualitative and quantitative approach. The analysis was performed, a relationship was found between the customer experience and customer satisfaction and the variables raised in the research such as pet care, service quality, restaurant conditioning and expectation. / Trabajo de investigación

This thesis stemmed from the need for better understanding of the ground engineering market by LKAB Wassara - an innovative company that developed a novel technology of hydraulic DTH-drilling; and from the insight that achieving customer satisfaction through fulfilment of hidden needs in the construction industry is a promising yet challenging endeavour.  The challenge addressed in this thesis is twofold: firstly, the conventional market studies often lead to the hidden customer needs being lost, while these needs are important for product innovation; and secondly, there is a lack of case studies exploring the explicit or hidden needs in the construction business that might be partially explained by complexity of interrelations of products, services and stakeholders inherited to the construction market. These considerations shaped the presented study to be aimed at performing a case study for hidden needs analysis in the construction sector; exploring explicit and hidden customer needs in the ground engineering market in Sweden; and developing recommendations for Wassara’s current and future product offerings and business development based on results of the ground engineering market study and the needs analysis. To meet these aims an extensive literature review on methods for uncovering hidden customer needs and approaches for customer satisfaction analysis has been made, resulting in a tool-kit that enabled a market study and analysis of customer explicit and hidden needs for the ground engineering market in Sweden. In its turn, the market study succeeded to reveal both the explicit and hidden needs that have not been satisfied by any of the companies operating on the market. The uncovered needs have been translated into recommendations for Wassara’s future product offerings and business development through the Kano’s matrix and the value perception equations. Finally, the construction equipment market is found to be very technology led, which is not necessarily a limitation, but there is a need to both be able to invest into new technology projects and to act upon customer needs. In particular, the study found many evidences that service, support and knowledge communication to the customers and users is important in order for them to retain the full value of the product. / Detta examensarbete utgick både från behovet av bättre förståelse för grundläggningsmarknaden av LKAB Wassara – ett innovativt företag som har utvecklat den nya tekniken av hydraulisk DTH-borrning; och från insikten att åstadkommande av kundnöjdhet genom uppfyllandet av dolda behov i byggbranschen är en lovande men samtidigt utmanande uppgift. Utmaningen som behandlas i detta examensarbete är tvåfaldig: dels leder de konventionella marknadsundersöknings metoder ofta till att de dolda kundbehoven inte erhålls, trots att dessa behov är mycket viktiga för produktinnovation; och dels är det en brist på fallstudier som utforskar de explicita eller dolda behoven i byggbranschen. Detta kan delvis förklaras av komplexa inbördes förhållande mellan produkter, tjänster och intressenter som är typiska för byggmarknaden. Dessa överväganden formade detta examensarbete som innehåller en fallstudie med analys av dolda behov inom byggsektorn; utforskande av explicita och dolda kundbehov i grundläggningsmarknaden i Sverige; och utveckling av rekommendationer för Wassaras nuvarande och framtida produkterbjudanden samt affärsutveckling, baserade på resultat från studien av grundläggningsmarknaden och behovsanalysen. För att möta dessa mål genomfördes en omfattande litteraturstudie om metoder för identifiering av dolda kundbehov och strategier för analys av kundnöjdhet. Litteraturstudien resulterade i en verktygslåda som möjliggjorde en marknadsstudie och analys av explicita och dolda kundbehov på den Svenska grundläggningsmarknaden. I sin tur lyckades marknadsundersökningen med att avslöja både de explicita och dolda behov som inte har uppfyllts av något av de företag som är verksamma på marknaden. De identifierade behoven har genom Kanos matris och värde-tolknings ekvationer översatts till rekommendationer för Wassaras framtida produkterbjudanden samt affärsutveckling. Vidare, har marknaden för byggutrustning visat sig vara främst ledd av tekniskt utveckling, vilket inte nödvändigtvis är en begränsning, men det finns behov av att både investera i nya teknikutvecklingsprojekt och att agera på kundernas behov. Studien fann särskilt många bevis på att service, support och kunskapskommunikation till kunderna och användarna är viktigt för att kunderna ska erhålla det kompletta värdet av produkten.

Interactive product visualisation (IPV) addresses the shortcomings of product visualisation on e-commerce sites, such as the absence of tactile information and the inability to directly examine products. Previous research has not addressed the influence of IPV on customer satisfaction. Therefore, the objective of this study was to address this gap by investigating factors that may influence customer satisfaction. The Stimulus-Organism-Response (SOR) model was used as a lens to further investigate the effect of stimuli of an IPV environment on the affective states of users as well as satisfaction as a response to stimuli. The furniture e-commerce industry and IKEA’s IPV tool were selected as the basis for this research. To gather data, an online survey with 5-point Likert scales was created based on previous research to discover the relationships between these factors. A total of 115 questionnaire responses were validated and analysed using multiple regression analysis. The results of the analysis indicated that interactivity, perceived ease of use, and entertainment had a positive influence on customer satisfaction as mediated by pleasure and dominance. Practical implications are presented to guide businesses that seek to implement IPV effectively.

Background: Online shopping is now the most popular way to spend. It haschanged people's consumption habits. In this change, customer satisfaction hasplayed a crucial role. Therefore, this paper studies the impact of online shoppingon customer satisfaction. The researchers analyzed it from three perspectives:efficiency, electronic service quality, and brand image. Explain how each ofthese three aspects affects customer satisfaction. Purpose: The purpose of this paper is to explain how three factors related toonline shopping (Efficiency, E-Service Quality, and Brand image) affectcustomer satisfaction through a quantitative research approach. Methodology: This study follows the structure of deductive research. Therefore,researchers used quantitative methods to study this project. The researchersdesigned an online questionnaire and selected generation Z (18-27 years old) asrespondents for this study. In the end, They received 80 responses. After theresearchers cleaned and coded the collected data, they entered the SPSSsoftware for analysis. The analysis content mainly includes multiple linearregression, descriptive statistics, and Cronbach's alpha and correlation analysis.It organizes the results of the multiple linear regression analysis into a resultstable and shows whether the hypothesis was rejected. Findings: In the three aspects, efficiency and brand image have a positive andsignificant impact on customer satisfaction. But e-service quality has nosignificant impact on customer satisfaction.

No description available.