Hur ansträngande är det att vara er kund? : En undersökning vid Vattenfall AB

The aim is to investigate how the customers to companies in the electric utility industry experiences e-services in theindustry. A survey has been used to collect the data. Since all the collected data wasn’t used in this master thesis a data selection took place and the chosen data was analyzed using existing theories to find problem areas and suggestion of improvements.The theory describes what an e-service is and how quality is measured in an e-service. Terms such as customer expectations, customer effort score and service failure will also be explained. The collected data comes from 650 of Vattenfall’s customers. The customers have answered questions about problem areas and customer effort score. The data have after that been grouped into different categories and presented in figures.The primary contribution of the project is to show experienced problem areas from a customer’s perspective and where the customers have to use high effort. The customers feel that the e-service has many technical problems, the information is insufficient and the design isn’t appealing to the customers.Validerat; 20150617 (global_studentproject_submitter