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A quantitative survey on Media Markt’s customer services in Stockholm
Mälardalen University, School of Sustainable Development of Society and Technology.
Mälardalen University, School of Sustainable Development of Society and Technology.
2012 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Date: 2012-06-07

Course: Bachelor Thesis in Business Administration 15 ECTS-points University Mälardalen             University, School of Sustainable Development of Society and Technology.

Title: A quantitative survey on Media Markt’s customer services in Stockholm

Authors: Félicien Côme Rukundo and Biljana Tolic Examiner Ole LiljeforsTutor Per Nordqvist

Problem: How is Media Markt’s after sale services perceived by their customers in the Stockholm area, and do they prefer the current low prices on products or the product and desirable after sale services as a package deal?

Purpose: The purpose of this paper is to conduct a survey in order to describe and analyze Media Markt’s after sale services. The study is going to explore the group(s) of customers that may be of great interest to Media Markt in the Stockholm area, and find out which desirable after sale services customers wish to have in connection with their home electronic products.

Method: This thesis is built on a quantitative market research study where 213 customers at Media Markt Gallerian and Heron city in Stockholm took part by responding to a questionnaire. The results of the questionnaires were gathered, presented and analyzed with consideration to the selected theories.

Result: Media Markt’s customers prefer the current low prices on their home electronic products rather than products with desirable after sale services as a package deal.

Conclusion: The indication is that the majority of the respondents expressed satisfaction with Media Markt’s current low price strategy on home electronic products and were content with the current after sale services. Despite favouring low prices, there is a significant number of customers who wish to purchase home electronics together with desirable after sale services as a package deal.

Keywords: Media Markt, after sale services, home electronic products, service quality, and customer relationships 

Place, publisher, year, edition, pages
2012. , p. 49
Keywords [en]
Media Markt, after sale services, home electronic products, service quality
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:mdh:diva-15049OAI: oai:DiVA.org:mdh-15049DiVA, id: diva2:541104
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-08-15 Created: 2012-07-13 Last updated: 2012-08-15Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • de-DE
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