Research of season ticket holders' customer satisfaction for Jukurit HC

The purpose of this thesis was to understand different aspects of service qualities that are affecting the level of customer satisfaction. Thesis was conducted with the ice hockey team Jukurit HC, located in Mikkeli, Finland and it measures season ticket holders’ customer satisfaction. The aim of the thesis was to research the season ticket holders’ satisfaction towards the services offered at the home events of Jukurit HC and also the quality of services. Improvement proposals are made based on received results from the survey. The research problem was not only to find out how satisfied season ticket holders’ were to the current services and their quality, but also how this satisfaction could be improved. A survey was allocated to the holders of the season ticket. The theoretical part of the thesis covered the quality of service, and both the customer satisfaction and dissatisfaction. The survey was quantitative and conducted electrically at Webropol. Period of the survey was between December and 167 replies were received. SPSS program was used to analyze the results. The results showed that the season ticket holders’ of Jukurit were quite satisfied with the current services and for their quality. Improvement proposals were made based on the open question at the end of the survey