<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>

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.

The diploma thesis describes current situation of customer care in FMCG with focus on supermarkets, shops and restaurants. The thesis is based on research of customer satisfaction with current situation and proposal for improvement. Proposal is described in theoretical way and suppported by implementation on the concrete company.

The thesis is focused on the research method of Mystery Shopping, used for anonymous and impartial evaluation of service quality and customer service. In the theoretical part I will examine how and why the method is used, what is the procedure for its application and how the results are then interpreted. An important part is the ethical codes that are specific to this method. In the practical part I will use theoretical areas of knowledge which will then be applied into practice. In the selected company measures of the level of customer service are examined with the just-mentioned method. After the research I was able to reveal the company's management strengths and weaknesses in customer care, and advise them on which areas should be addressed in the next period. I also suggested ways to optimize methods for the mystery shopping company to give better information about the company's management level customer service to stores.

Thesis (MPA.) -- University of Limpopo, 2017 / The purpose of the research was to examine if the implementation of customer care has any effect on service delivery at Thulamela Local Municipality. Specifically the study focused on four main aspects, namely:to determine the effects of implementing customer care to enhance service delivery at Thulamela Local Municipality; to analyse the effects of enhancing customer care through quality service delivery; to investigate mechanisms of improving customer care through public relations; to explore the effect of implementing Batho-Pele principles in promoting customer care. The study used qualitative interviews to collect data from respondents. The study revealed that there was a relationship between customer care and service delivery and where customer care prevailed service delivery improved. The findings also strongly indicated that through public relations and the implementation of Batho-Pele principles, customer care can be enhanced and consequently quality service delivery. The study recommended that tools and systems should be developed that would motivate municipal employees to implement customer care. Training of municipal employees with regard to customer care was also emphasized. It was further recommended that the leadership at Thulamela Local Municipality should be morally sound for subordinates to follow.

Thesis (MPA.) -- University of Limpopo, 2017 / The purpose of the research was to examine if the implementation of customer care has any effect on service delivery at Thulamela Local Municipality. Specifically the study focused on four main aspects, namely:to determine the effects of implementing customer care to enhance service delivery at Thulamela Local Municipality; to analyse the effects of enhancing customer care through quality service delivery; to investigate mechanisms of improving customer care through public relations; to explore the effect of implementing Batho-Pele principles in promoting customer care. The study used qualitative interviews to collect data from respondents. The study revealed that there was a relationship between customer care and service delivery and where customer care prevailed service delivery improved. The findings also strongly indicated that through public relations and the implementation of Batho-Pele principles, customer care can be enhanced and consequently quality service delivery. The study recommended that tools and systems should be developed that would motivate municipal employees to implement customer care. Training of municipal employees with regard to customer care was also emphasized. It was further recommended that the leadership at Thulamela Local Municipality should be morally sound for subordinates to follow.

Published Article / The purpose of this research was to investigate the perceptions of clients namely, students, about the quality of library services and also the quality of staff client relationship. It was envisaged that through this study the perceptions, feelings and views of students in as far as their needs satisfaction could be illuminated. The study addressed the following concerns: Apart from the physical and other library resources, are there other mechanisms of evaluating the quality of services an academic library has to offer? In order for an academic library to improve service quality, what role should clients play? What are their concerns about their information needs consideration and what other possible means can be done to satisfy those needs?

Dado o contexto competitivo atual, a relevância da tecnologia para alavancar o desempenho de uma empresa em seu respectivo mercado de atuação é inegável. Novos desafios se apresentam em freqüência e intensidade crescentes, potencializados por uma rede de mudanças ambientais, políticas e econômicas que pressionam, constantemente, as empresas a adotarem novas posturas e procurarem novos meios de se diferenciarem de seus concorrentes. É exatamente dentro dessas configurações mutantes do mercado que a Internet se mostra uma ferramenta valiosa para oferecer, de maneira rápida e conveniente, serviços e atendimento aos clientes corporativos, especialmente aqueles dispersos geograficamente. Esse estudo tem cunho essencialmente exploratório e seu objetivo principal foi investigar como a Internet pode agregar valores diferenciados aos serviços oferecidos por uma empresa do setor de telecomunicações. A escolha do setor se deu porque ele: ØÉ, atualmente, bastante importante para o Brasil, sendo responsável, sozinho, por cerca de 7% do PIB nacional. ØÉ um setor intensivo em tecnologia e, portanto, esperava-se que as empresas que nele constam fossem inovadoras no uso de novas ferramentas para obter e manter os seus clientes. ØApenas recentemente abriu suas portas para a concorrência (até 1998 ele ainda era monopólio do governo brasileiro) e, portanto, está demandando estudos que ajudem a delinear sua operação no mercado. Dentro desse setor, foi realizado um estudo de caso junto à Telefónica e um levantamento junto a alguns de seus clientes para verificar quais os atributos inerentes aos serviços on-line que estão sendo valorizados pelo segmento mais atrativo de atuação das empresas atualmente: o B2B. Por meio da revisão bibliográfica procurou-se verificar vários aspectos que influem na competitividade e no desenvolvimento de estratégias de uma empresa, e que, portanto, devem ser considerados também para definir suas linhas de atuação geral no mercado on-line. Na pesquisa de campo, conseguiu-se observar que o uso da Internet no ambiente profissional já é amplamente difundido e que ela também é considerada uma ferramenta importante que pode agregar valor - por meio da sua conveniência e rapidez de obtenção de informações, por exemplo – sendo que alguns clientes já preferem utilizá-la em detrimento de outros canais de contato com a empresa. No entanto, verificou-se, igualmente, que o seu potencial ainda está sendo subtilizado como alavancador de alianças e relacionamentos mais sólidos com os clientes corporativos e, portanto, algumas movimentações estruturais e culturais dentro da empresa se fazem necessárias para que, ela, efetivamente, possa auxiliá-la ainda mais na busca pelos seus objetivos estratégicos. / In the current competitive scenario the relevance of technology to leverage an enterprise performance is undeniable. New challenges come about at increasing frequency and intensity and are potentiated by a net of environmental, political and economical changes that drive companies to adopt new attitudes and to look for, on a regular basis, new ways to differentiate themselves from their competitors. It’s exactly in these constantly changing market settings that Internet reveals to be a great means to provide, in a quick and convenient manner, services and customer care to corporate clients, especially those geographically scattered. This exploratory study has the main goal of investigating how Internet can be used to add differentiated values to the services provided by a company in the telecommunications industry. This industry was chosen to be the object of this study because: ØIt’s one of the most prominent sectors in Brazil, corresponding now to approximately 7% of the nation’s total GNP. ØIt is a technology-intensive industry and therefore its companies are expected to be innovative and create new tools to gain and maintain customers. ØAnd, finally, it is an industry that only recently has opened it up to competition (until 1998 it was a monopoly of the Brazilian government) and therefore there is a need of studies to describe its operation in the market. A case study of Telefónica was carried out along with a survey with some of its multinational clients to assess the inherent aspects of on-line services valued by the currently most attractive segment in the market: the B2B. The bibliographical revision covers various aspects affecting a company’s competitive capacity and strategy development, which must be considered in action plans developed for the on-line market. It was observed in the field research that the professional use of Internet is already widely spread and that the net is also considered to be an important tool to add value – among other things, providing a convenient and quick access to information &#8722; and for some clients it is the preferred channel to contact the company. Yet it was also observed that Internet’s potential is not being totally explored to strengthen the relationship and alliances between corporate clients and, therefore, internal structural and cultural changes are needed to make the Internet more helpful in the pursue of the company’s strategic goals.

Healthcare industry owners who have unsatisfactory customer care services may experience a financial risk and create dissatisfied patients. The purpose of this case study was to explore customer care strategies that managers of urgent care businesses used to improve customer care services and patient satisfaction. The target population consisted of 1 urgent care manager from 3 separate urgent care clinics with the highest customer satisfaction ratings in Alabama. The urgent care managers were knowledgeable about effective customer care strategies that improved customer care services and patient satisfaction. Customer loyalty theory with emphases on customer behavior, customer attitude, repeat patronage, and loyalty was the conceptual framework for the study. Semistructured interviews and patient survey forms were the data sources. Data were analyzed using thematic analysis which identified similar codes, patterns, and themes. The 3 primary themes that emerged from thematic analysis were patient-focused care, social media outreach, and employee engagement. The implications of this study for positive social change include the potential to enhance the quality of healthcare experiences, which may empower individuals to seek medical care. The patients might become trusting of healthcare providers and become collaborators in responding to medical care requests by medical staff to improve their quality of life.

The aim of this thesis is to provide a comprehensive overview of the customer satisfaction and Customer Relationship Management and to analyze the client satisfaction in the company ESSOX s. r. o. In the end I suggest specific recommendations to improve the quality of provided services.