CUSTOMER SATISFACTION AND CUSTOMER LOYALTY WITH PERSPECTIVE OF DEVELOPING A COMPANY : CASE COMPANY: OLIVE BAY INTERNATIONAL KY-FINLAND

This bachelor thesis research work has been conducted in measuring customers’ satisfaction level of goods (products) and services provided at Olive Bay International Ky. The aim of the the-sis author is to evaluate Olive Bay International Ky products and services and to raise an efficient sales improvement from customer satisfaction and customers’ loyalty and to increase the visibility of Olive Bay International Ky in terms of their products and services rendering in the premises of Kokkola – Finland, as well as increasing its clientele and perfectly satisfy customers’ needs by providing quality goods and services. The theoretical framework is based on literature analysis of the target market, their decision mak-ing process, role and behavior of the customers, factors that influence consumers, internal and external customer satisfactions, customer loyalty and general competition means of customer relationship marketing strategy. The empirical study was conducted with a quantitative method of research and was analyzed with use of SPSS application; the research work was obtained from a paper-based questionnaire with a sample size of 112 responds. The questionnaire consisted several questions of multiple choice, scale and category as well as open questions and com-ments. The CEO of the olive bay international ky- Mr Samuel Isong was interviewed in order to draw up comparisons and differences between customers’ opinion and those of the company. Olive Bay International Ky got a positive and valuable feedback on how satisfied their current customers were as well as putting into consideration the negative critic and seldom graded for further devel-opment. In addition the outcome of this research work has given the writer of this thesis an excel-lent experience in conducting customer satisfaction research and survey from the scratch to the final results analysis and executing an academic work of study that has been learn