Customer feedback online : case studies of Swedish manufacturing SMEs
Keeping existing customers as well as attracting new ones have been a critical concern to many firms. Collecting and monitoring customer feedback online in these regard have given firms the possibility to assess and upgrade their services and product capabilities as needed to maintain and improve co...
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ftluleatu:oai:DiVA.org:ltu-47056 2023-05-15T17:09:11+02:00 Customer feedback online : case studies of Swedish manufacturing SMEs Opoku, Robert Ankomah Khan, Muhammad Naeem 2004 application/pdf http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-47056 eng eng http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-47056 Local 4a667b13-0b31-4c5d-aac7-90e3a962211b info:eu-repo/semantics/openAccess Social Behaviour Law Customer feedback Internet SME Sweden Samhälls- beteendevetenskap juridik Student thesis info:eu-repo/semantics/bachelorThesis text 2004 ftluleatu 2022-10-25T20:50:24Z Keeping existing customers as well as attracting new ones have been a critical concern to many firms. Collecting and monitoring customer feedback online in these regard have given firms the possibility to assess and upgrade their services and product capabilities as needed to maintain and improve competitiveness. This thesis aims at exploring and describing the tools used by SMEs to collect customer feedback online, their components and the criteria used in selecting these Internet-based tools. The research is deductive and qualitative. Multiple in-depth case studies were conducted on three SMEs in Luleå, Norrbotten region of Sweden all of which are engaged in customer feedback collection online. Documentation and personal interviews were used. The data collected was analysed in a cross-case analysis. Based on a threefold purpose and a conceptual framework, we concluded that e-mail is the most dominant tool though supported by other online tools. These tools are also supplemented with other offline means such as questionnaire, telephone and focus group meetings. Components of an internet-based customer feedback system and the criteria for assessing an Internet-based customer feedback collection tool also were identified. Validerat; 20101217 (root) Bachelor Thesis Luleå Luleå Luleå Norrbotten Luleå University of Technology Publications (DiVA) |
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Open Polar |
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Luleå University of Technology Publications (DiVA) |
op_collection_id |
ftluleatu |
language |
English |
topic |
Social Behaviour Law Customer feedback Internet SME Sweden Samhälls- beteendevetenskap juridik |
spellingShingle |
Social Behaviour Law Customer feedback Internet SME Sweden Samhälls- beteendevetenskap juridik Opoku, Robert Ankomah Khan, Muhammad Naeem Customer feedback online : case studies of Swedish manufacturing SMEs |
topic_facet |
Social Behaviour Law Customer feedback Internet SME Sweden Samhälls- beteendevetenskap juridik |
description |
Keeping existing customers as well as attracting new ones have been a critical concern to many firms. Collecting and monitoring customer feedback online in these regard have given firms the possibility to assess and upgrade their services and product capabilities as needed to maintain and improve competitiveness. This thesis aims at exploring and describing the tools used by SMEs to collect customer feedback online, their components and the criteria used in selecting these Internet-based tools. The research is deductive and qualitative. Multiple in-depth case studies were conducted on three SMEs in Luleå, Norrbotten region of Sweden all of which are engaged in customer feedback collection online. Documentation and personal interviews were used. The data collected was analysed in a cross-case analysis. Based on a threefold purpose and a conceptual framework, we concluded that e-mail is the most dominant tool though supported by other online tools. These tools are also supplemented with other offline means such as questionnaire, telephone and focus group meetings. Components of an internet-based customer feedback system and the criteria for assessing an Internet-based customer feedback collection tool also were identified. Validerat; 20101217 (root) |
format |
Bachelor Thesis |
author |
Opoku, Robert Ankomah Khan, Muhammad Naeem |
author_facet |
Opoku, Robert Ankomah Khan, Muhammad Naeem |
author_sort |
Opoku, Robert Ankomah |
title |
Customer feedback online : case studies of Swedish manufacturing SMEs |
title_short |
Customer feedback online : case studies of Swedish manufacturing SMEs |
title_full |
Customer feedback online : case studies of Swedish manufacturing SMEs |
title_fullStr |
Customer feedback online : case studies of Swedish manufacturing SMEs |
title_full_unstemmed |
Customer feedback online : case studies of Swedish manufacturing SMEs |
title_sort |
customer feedback online : case studies of swedish manufacturing smes |
publishDate |
2004 |
url |
http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-47056 |
genre |
Luleå Luleå Luleå Norrbotten |
genre_facet |
Luleå Luleå Luleå Norrbotten |
op_relation |
http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-47056 Local 4a667b13-0b31-4c5d-aac7-90e3a962211b |
op_rights |
info:eu-repo/semantics/openAccess |
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1766065153610088448 |