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Kundnöjdhet inom e-handel: En kvalitativ studie från e-handelsföretagens perspektiv
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Purpose: The purpose of the research is to examine how e-businesses, who operates in the fashion- and clothing industry, work with different tools that creates customer satisfaction. Theory: The theory is divided into three main categories that are important for the study. The categories are: e-commerce, customer satisfaction and the tools that are used in the strive to reach their goals.Method: The study has been done with a qualitative method. Three e-commerce companies have been interviewed about how they are working with customer satisfaction. In the end of the method chapter is it explained how trustworthy and authenticity the method is.Empirical study: The empirical study with the three e-commerce companies is presented. It is possible to read,what was said during the interviews by each and every respondent. Conclusion: The combination of the three studied main categories; e-commerce, customer satisfaction and the tools gives the conclusion that many of the tools that are usedtoday are efficient. But there is room for improvement, especially in the area of additional sales. There are always new innovative tools to reach customer satisfaction-goals, but it is also important to study their efficiency.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law
Keyword [sv]
Samhälls-, beteendevetenskap, juridik, Kundnöjdhet, e-handel, verktyg
URN: urn:nbn:se:ltu:diva-52757Local ID: 9da648d2-8da0-4457-abe2-d116aa073c8fOAI: diva2:1026129
Subject / course
Student thesis, at least 15 credits
Educational program
Business Administration, bachelor's level
Validerat; 20150902 (global_studentproject_submitter)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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Johansson, LinaÅkergren, Martina

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