<p>ABSTRACT</p><p>COURSE:</p><p>Bachelor Thesis in Business Administration 15 ECTS</p><p>AUTHORS: Ossai Uche, (21st March 1980), Västerås.</p><p>Prosper Akpabli Hanyabui, (17th March 1980), Västerås.</p><p>PROBLEM STATEMENT</p><p>How can Labadi Beach Hotel improve on customer care activities in order to create a positive customer experiences in the hotel?</p><p>PURPOSE:</p><p>The purpose of this study is to describe what Labadi Beach Hotel is doing and what they could do to improve customer care. Furthermore we shall also find out the problems or complaints encountered by customers in the course of service delivery and make necessary recommendations.</p><p>METHODOLOGY:</p><p>This thesis shall be based on a qualitative method of study with information gotten from Labadi Beach Hotel. This is due to the fact that in order to fulfil the purpose, it would require an in-depth research in the form of a qualitative study. The main sources of data comprises of primary and secondary data. Primary sources of data were gotten through telephone interview with employees of the hotel as well as designed questionnaire from the hotel guest. Secondary data were gotten from articles, journals, books, websites etc.</p><p>CONCLUSION:</p><p>We observed that customer care is being implemented at Labadi Beach Hotel in order to create a positive customer experiences. This is done through the recruitment of qualified employees and conduction of training programs. In addition, Labadi Beach Hotel has developed a service oriented internal process through the use of procedures. Moreover new recruits are retained upon successfully passing an appraisal report. This has actually resulted in friendly and courteous attitudes of its employees towards hotel guest. Furthermore, Labadi Beach Hotel has internal complaint system to check service failures.</p><p>Lastly, customer complaints received were embodied around Availability, Tangibles, Reliability, Responsiveness, and Empathy. It must however be noted that despite the guest complaints received, the aspect of positive customer experience in each of the dimensions above outnumbers the complaints. In spite of what Labadi Beach Hotel is doing to improve customer care, suggested measures were recommended to help them further improve upon customer care.</p>

<p>In recent years, Geographic information system (GIS) is becoming a useful tool for location related analysis and decision making. Linking huge data using space, as in a GIS, is a new way to help any bank understands better its data and its customers. China's banking industry opens to full foreign competition in 2006; banks in China have to focus on developing their strengths in the competition. Chinese local banks need to improve their abilities by providing high quality services and using information technology more intelligently. GIS technology can help this.</p><p>The thesis from two aspects investigates how GIS can help bank for customer services, one is site selection of bank branches or ATMs and another is providing bank loan to customers. We choose case study as a research strategy for this thesis. The research is based on the theoretical frameworks starting with GIS analysis methods, GIS processes, customer service management and GIS applications in banks. We learn from previous author's experiences and use Norrkoping spatial data for analyzing as methodology demo to acquire an understanding of how to utilize GIS to support customer services for banks.</p><p>As a result, GIS can help banks to improve customer services management. The general processes are data collection, data analysis, and data display. Building a GIS support system based on "customer focus" in a bank is a good choice under the pressure of commercial competitions. Nevertheless, for offering better service to customers, bank can combine web in GIS support system. How to optimize Web GIS for customer query from World Wide Web could be one opportunity for the future research.</p>

<p>This research gives an insight into the difficulties found to handle logistics and presents solution to manage logistics saving costs without sacrificing customer satisfaction.</p>

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<p>Almost everything we as consumers buy in a store has a package. Packages have many functions – some, if not all, present marketers with the opportunity to gain competitive advantages. The packaging influences the usage behavior long after it has influenced the purchase, therefore it is an interesting empirical context to study within the field of marketing. Nevertheless, academic attention to packaging has been sparse over the last two decades even though the industry focus on packaging as a strategic tool has grown over that same period. Exceptions in the marketing literature are investigations of packaging and brand communication, advertisement-package coordination, and packaging size and shape. In contrast to the traditional approach that views packaging as a complimenting non-product-related attribute, it is suggested in this thesis that packaging is a product-related attribute that does affect the customers’ experiences of products.</p><p>The overall aim of this thesis is to develop and test theoretical models and provide empirical evidence of customer experiences in the context of packaging from a service perspective. To study packaging from a service perspective is relevant for several reasons. One reason is that packaging can have several functions, which include more than the physical package. Another reason is that packages are carriers of information that is interpreted by customers. The combination of function, information, the physical package, and its content creates the total customer experience.</p><p>The results of this thesis provide increased knowledge about packaging and customer experiences from a service perspective. On an attribute level, quality attributes such as protection and usability are categorized according to Kano’s theory of attractive quality. The results show that customers’ evaluations of packages are multi-dimensional. On a comprehensive or an overall level, structural equation modeling is used to investigate the consumption process. We conclude that the quality attributes of packages need to be designed to display quality both on the shelf in a store and during usage and consumption at both the attribute and comprehensive level.</p>

This paper presents an optimal method and a heuristic approach which aims at maximizing the profit when responding to a set of customer enquiries under limited capacity. The model takes into consideration the quantity of available-to-promise (ATP) which measures the capability to fill customer orders, along with enquiry quantity and product price. The optimal method and the heuristic approach are tested using ATP, product price and enquiry quantity each at their different levels. From the example conducted, it is found that (1) the optimal model can help to make appropriate decision for selecting a subset of enquiries, and (2) the heuristic approach can produce a result within 5% from the optimum achieved by optimal method for most parameter settings. / Singapore-MIT Alliance (SMA)

This article studies the static pricing problem of a network service provider who has a fixed capacity and faces different types of customers (classes). Each type of customers can have its own capacity constraint but it is assumed that all classes have the same resource requirement. The provider must decide a static price for each class. The customer types are characterized by their arrival process, with a price-dependant arrival rate, and the random time they remain in the system. Many real-life situations could fit in this framework, for example an Internet provider or a call center, but originally this problem was thought for a company that sells phone-cards and needs to set the price-per-minute for each destination. Our goal is to characterize the optimal static prices in order to maximize the provider's revenue. We note that the model here presented, with some slight modifications and additional assumptions can be used in those cases when the objective is to maximize social welfare. / Singapore-MIT Alliance (SMA)

ABSTRACT COURSE: Bachelor Thesis in Business Administration 15 ECTS AUTHORS: Ossai Uche, (21st March 1980), Västerås. Prosper Akpabli Hanyabui, (17th March 1980), Västerås. PROBLEM STATEMENT How can Labadi Beach Hotel improve on customer care activities in order to create a positive customer experiences in the hotel? PURPOSE: The purpose of this study is to describe what Labadi Beach Hotel is doing and what they could do to improve customer care. Furthermore we shall also find out the problems or complaints encountered by customers in the course of service delivery and make necessary recommendations. METHODOLOGY: This thesis shall be based on a qualitative method of study with information gotten from Labadi Beach Hotel. This is due to the fact that in order to fulfil the purpose, it would require an in-depth research in the form of a qualitative study. The main sources of data comprises of primary and secondary data. Primary sources of data were gotten through telephone interview with employees of the hotel as well as designed questionnaire from the hotel guest. Secondary data were gotten from articles, journals, books, websites etc. CONCLUSION: We observed that customer care is being implemented at Labadi Beach Hotel in order to create a positive customer experiences. This is done through the recruitment of qualified employees and conduction of training programs. In addition, Labadi Beach Hotel has developed a service oriented internal process through the use of procedures. Moreover new recruits are retained upon successfully passing an appraisal report. This has actually resulted in friendly and courteous attitudes of its employees towards hotel guest. Furthermore, Labadi Beach Hotel has internal complaint system to check service failures. Lastly, customer complaints received were embodied around Availability, Tangibles, Reliability, Responsiveness, and Empathy. It must however be noted that despite the guest complaints received, the aspect of positive customer experience in each of the dimensions above outnumbers the complaints. In spite of what Labadi Beach Hotel is doing to improve customer care, suggested measures were recommended to help them further improve upon customer care.

Abstract Finding a new fuel to substitute gasoline which reducing rapidly every year, is an urgent problem in the world. In this situation, biofuel is considered to be one kind of new fuel which make no pollution. Nowadays, 1st generation biofuel is familiar with people and adopted by customers, which make it have a stable market share. Since it also brings new problems, 2nd generation biofuel appear and solve all the problems.In the thesis, I compared the pros and cons between the 1st and 2nd generation biofuel in order to find the possibility if the 2nd generation biofuel can substitute the 1st generation biofuel in the petroleum market. And the customer surveys will also show the detail ideas and data about the customers’ options. If people trust the 2nd generation biofuel can substitute the 1st generation one, the new biofuel will have the stable market share in the future . It means 2nd generation biofuel could be easily introduced in the market.This thesis investigate the possibility for introducing 2nd generation biofuels into the petroleum market. The theories based on the market segments, customer buying behavior, customer value, adopt decision making and characteristic of innovations.This study contain data which includes five interviews and one hundred customer surveys. It shows consumers’ personal idea and some managers’ thinking about whether 2nd generation biofuels will be potential in the market.In the thesis, it will indicate whether customers will be easily or difficult to adopt the new product and find the critical issues for the adoption.

This research gives an insight into the difficulties found to handle logistics and presents solution to manage logistics saving costs without sacrificing customer satisfaction.