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“I´ve been using the same tailor for years - He really suits me”: En undersökning av korrelationen mellan kundtillfredsställelse och lojalitet hos Elgiganten Erikslund
Mälardalen University, School of Business, Society and Engineering.
Mälardalen University, School of Business, Society and Engineering.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

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.

Place, publisher, year, edition, pages
2015. , 39 p.
Keyword [sv]
Service-ProfitChain, Customersatisfaction, Customerloyalty, Retail, RSQS, Kundtillfredsställelse, Kundlojalitet
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:mdh:diva-28627OAI: oai:DiVA.org:mdh-28627DiVA: diva2:842080
External cooperation
Elgiganten - Erikslund Västerås
Subject / course
Business Administration
Supervisors
Available from: 2015-08-17 Created: 2015-07-16 Last updated: 2015-08-17Bibliographically approved

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fulltext(1748 kB)97 downloads
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File name FULLTEXT01.pdfFile size 1748 kBChecksum SHA-512
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf