Abstract – “I´ve been using the same tailor for years - He really suits me; A survey of the correlation between customer satisfaction and customer loyalty at Elgiganten Erikslund” Date: 2015.05.29 Level: Bachelor thesis in Business Administration, 15 ECTS Institution: School of Business, Society and Enginering, Mälardalen University Authors: Amanda Johansson Jacob Narvell Sophie Grönlund 920725 900109 871116 Title: “I´ve been using the same tailor for years - He really suits me; A sample survey of customer satisfaction and customer loyalty at Elgiganten Erikslund” Tutor: Angelina Sundström Keywords: Service-Profit Chain, Customer satisfaction, Customer loyalty, Retail, RSQS, Kundtillfredsställelse, Kundlojalitet Research question: What aspects of customer satisfaction affect customer loyalty? How are these aspects correlated? Purpose: The purpose of this study was to contribute to the growing body of the theoretical and empirical knowledge on the relationships among customer satisfaction and customer loyalty. Method: A quantitative research design utilizing a survey method was employed to assess aspects of customer satisfaction and customer loyalty. Empirical data consisted of 107 surveys completed on-site. Spearmans rank correlation was used to analyze correlates between aspects of customer satisfaction and customer loyalty. Conclusion: Findings demonstrate a weak correlation between customer satisfaction and customer loyalty. Furthermore, all aspects of customer satisfaction shared a similar, weak correlation to customer loyalty.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:mdh-28627 |
| Date | January 2015 |
| Creators | Narvell, Jacob, Grönlund, Sophie, Johansson, Amanda |
| Publisher | Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
Page generated in 0.0018 seconds