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KUNDRELATIONER: - En fallstudie på Nyby Torshälla Ridklubb
Mälardalen University, School of Sustainable Development of Society and Technology.
Mälardalen University, School of Sustainable Development of Society and Technology.
Mälardalen University, School of Sustainable Development of Society and Technology.
2012 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Abstract – “Customer relationships – A case study on Nyby Torshälla Riding Club”

Date: December 20th 2011

Level: Bachelor thesis, 15 ECTS

Institution: School of Sustainable development of society and technology, Mälardalen University

Authors: Linn Ericsson, Elenor Flodin, Emma Jakobsson

22nd June 1987 24th April 1987 24th May 1989

Title: Customer relationships – A case study about Nyby Torshälla Riding Club

Tutor: Daniel Tolstoy

Keywords: Relationship marketing, customer relationships, customer loyalty.

Purpose: The purpose of this thesis is to analyze how Nyby Torshälla Riding Club maintains their customer relationships. This is to get a deeper insight into how small service companies, in a business to consumer market on a local basis, strategically can work with their customer care.

Method: The study was qualitative in its nature and was based on an inductive approach. The primary data has been collected through personal interviews and since the respondents were selected strategically, this means that a non-probability sampling was used. The secondary data that has been used for this thesis was based largely on literature, articles and the Nyby Torshälla Riding Club website.

Conclusion: This study indicates how small size service companies can benefit from nurturing their customer relationships. We have identified the connection between customer care, customer loyalty and well established customer relationships. These theories are connected to the case study of Nyby Torshälla Riding Club.

Abstract [sv]

Sammanfattning – ” Kundrelationer – En fallstudie på Nyby Torshälla Ridklubb”

Datum: 20 december, 2011

Nivå: Kandidatuppsats inom företagsekonomi med inriktning motmarknadsföring, 15 hp

Institution: Akademin för hållbar samhälls- och teknikutveckling, HST Mälardalens Högskola

Författare: Linn Ericsson Elenor Flodin Emma Jakobsson

22 juni 1987 24 april 1987 24 maj 1989

Titel: Kundrelationer – En fallstudie om Nyby Torshälla Ridklubb

Handledare: Daniel Tolstoy

Nyckelord: Relationsmarknadsföring, kundrelationer, kundlojalitet.

Syfte: Syftet med denna kandidatuppsats är att undersöka hur Nyby Torshälla Ridklubb arbetar för att upprätthålla sina kundrelationer. Detta för att få en djupare inblick i hur mindre tjänsteföretag som driver en verksamhet riktad mot privatkunder på en lokal marknad, strategiskt kan arbeta med sin kundvård.

Metod: Denna studie var av kvalitativ karaktär och utgick från den induktiva ansatsen. Primärdatan samlades in genom kvalitativa personliga intervjuer och eftersom att respondenterna valdes ut strategiskt, innebär det att ett icke-sannolikhetsurval användes. Den sekundärdata som har använts i uppsatsen baseras till störst del på litteratur, artiklar samt information från ridklubbens hemsida.

Slutsats: Studien som har genomförts påvisar hur mindre tjänsteföretag som är aktiva på en lokal marknad gynnas av att vårda sina kundrelationer. I uppsatsen har sambandet identifierats mellan kundvård, kundlojalitet och goda kundrelationer i koppling till Nyby Torshälla Ridklubb.

Place, publisher, year, edition, pages
2012. , 40 p.
Keyword [sv]
kundrelationer
National Category
Business Administration
Identifiers
URN: urn:nbn:se:mdh:diva-14216OAI: oai:DiVA.org:mdh-14216DiVA: diva2:503395
External cooperation
Nyby Torshälla Ridklubb
Subject / course
Business Administration
Presentation
, Västerås
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Projects
Kompetens för Tillväxt
Available from: 2012-02-20 Created: 2012-02-15 Last updated: 2012-02-20Bibliographically approved

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Type fulltextMimetype application/pdf

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