ASSIGNMENT 2: REVIEW THESIS
1) What is the research problem, how
it is chosen and motivated. How well it is defined?
problem of the research has been stated out from the beginning of the thesis,
in a clearly and transparent way:” How can Oppilastalo Ltd improve customer
service with its current and future foreign and Finnish customers?” Oppilastalo
is the operating student housing company in Lahti region. The company was
established in Lahti on 11th of September 1969 in Lahti by the
vocational institutes’ student associations to support the student community in
Lahti. The vision of the company is to provide building and houses for student,
support student life in Lahti, and lease housing for cheaper price in Lahti. It
focuses in the quality of housing, the quantity of houses and also the
location. “The company focuses on create houses for student, management,
administration- and maintenance activities of real estate and buildings”.
topic and problem of this thesis is “Improving the effectiveness of customer
service- case: Oppilastalo Ltd”. It is stated in the thesis that the author
chose this company because she has worked as an intern in Oppilastalo. Then she
asked for the support from the company and received positive support from the
CEO of the company.
author understands the demand of housing in Lahti for student who exchange or
study abroad, the author has provided many statistics, number and graph to show
the need of housing in Lahti region as well as the number of students come to
Lahti every year. Especially, the writer focus on the Lahti University of
Applied Sciences (Lahti UAS) to be the main target of the customer services of
Oppilastalo. It means that it is easier and more accurate to interview or to
collect data information from those students who actually experience the
services of the company.
author chose Oppilastalo even though there are also other private house company
is because normally the private renters will want to make the housing contract
for at least one year. However, students have a time limit that for example,
exchange student that from another country just move to Finland to stay for
short term (about 6 months), they cannot make a house contract for one year.
Student housing company is more focus on student and their living. Therefore,
when student making the contract to Oppilastalo, when student wants to
terminate the house contract, they just need to inform the company before one
month and they can move out the next month. It will be more flexible and easier
for student than a private renting company with a long-term contract.
Oppilastalo has the competitive advantage that it is the only student housing
company in Lahti region, but the author knows that it is crucial for a company
to develop their activities, maintaining and developing customer relationship.
That is the reason why she chose this topic to research, to find out the more
efficient way for the company to understand more about it customers and their
needs as well.
problem is well defined because the author stated out the research objectives,
goal. All the questions and limitations are also carried out.
2) How are the research goals defined?
research was made for the Oppilastalo’s foreign customers and for Finnish
customers. The thesis goal is to understand the different customer targets and
the effectiveness of customer service in the oppilastalo office to make the
living for both foreign and Finnish tenants become more pleasant, satisfied and
comfortable. The final output result of the research is to offer the company
advices and suggestions of how to improve and provide more effective service
for the customers.
stated out the main question “How can Oppilastalo Ltd improve customer service
with its current and future foreign and Finnish customers?” and then provided
reader with smaller sub-questions to help to answer the main question.
sub-questions are the following:
effective customer service?
What do foreign
customers expect from their student apartment/student apartment staff?
What do Finnish
customers expect from their student apartment/student apartment staff?
foreign customers satisfied with, what more could be included and what are the
main improvement wanted?
Finnish customers satisfied with , what more could be included and what are the
main improvements wanted? (Turunen 2016, 4.)
author showed the limitation of this research is the limited region area, the
study is only cover in Lahti region. The research is focus on students but not
everyone else in the renting apartment. Information are collected mainly from
student from LAMK . It also based on Oppilastalo Ltd, it means that it is not
only based on the facts from other renting companies.
3) What are the basic term and
concept? How well they are defined?
used the SOSTAC Planning System is created by PR Smith. Which is stand for
Situation analysis, Objective, Strategy, Tactics, Actions, Control. SOSTAC can
be used in marketing planning, marketing communication planning or boarder
business planning. (Smith 2016.)
approaches include the inductive approach and deductive approach. In deductive,
the study begins with the general knowledge and then moves to the detailed
information, from general to specific. The inductive study starts with the
topic first and then developing into a more general theory at the end of the
research. (Myers 2013, 23.)
also present two types of the research method are quantitative and qualitative.
The qualitative research is often inductive and it shows situation through
observation and it is flexible. The quantitative research is more deductive,
which involves more statistical analysis in contrast to the qualitative
involves, for example, texts, images, and data collection from interviews.
(Frankel & Devers 2000.)
research methods were mainly developed originally to study nature phenomena,
when qualitative research methods were focused on study social and cultural
phenomena. (Myers 2013, 7-8).
The mix method
is the mixture between the quality and quantity method. The mixed method
includes gathering both numerical information and text information, and the
final database characterizes both quantitative and qualitative information.
(Creswell 2003, 18-20.)
collection are from primary data and secondary data. Primary data means the
original data collected for a specific research goal. Secondary data means
material created by other researcher, which is available for reuse by general
research community. (Hox & Boeije 2005, 593.)
also used Porter’s five forces model, which is include threat of new entrants,
threat of substitute products or services, bargaining power of customers,
bargaining power of suppliers and intensity of competitive rivalry. This model
use to define the current market situation. SWOT analysis is used in the
research to show the company evaluation of their own strength, weaknesses,
opportunities, threats to keep up with the changing environments. (Turunen
basic concepts have been carried out are current market, objective, strategy,
segmenting, targeting, positioning, tactics, actions, control. These concepts
are being well defined by stating out the theories from books, author also use
graph and pictures to show example and explain it for reader to keep up and
understand easily, she also shows the way to obtain each of the concept. For
example, in the Objective concept, the author informed us about the basic
concept, then she points out many types of objectives and finally she showed
the way to make an objective, by follow S.M.A.R.T goal method (which is stand
for specific, measurable, achievable, realistic and time-based). (Bogue 2005.)
important key concept of this study is “Customer service”. “Customer” is anyone
with whom we exchange value. For example, when we exchange money for a service
or product, we are customers. (Timm 2007, 3.)
used very simple term to describe the concept of customer service- which make
reader easier to remember. Customer service is “Attention, Smile, Enthusiasm,
response, understanding, patience, remembering details, facts, giving, action”
and Customer service is not “Neglect, bored looks, dullness, indifference,
closed mind, irritation, forgetting details, arguments, receiving or delay”.
She also stated out the official concept of Customer Service: “Is the act of
taking care of the customer’s needs by providing and delivering professional,
helpful, high quality service and assistance, before, during and after the
customers’ requirements are met. Customer service is meeting the need and
desires of any customer”. (Business Dictionary 2016.)
4) What is the research approach and
methods? How the data is collected?
research, the author adopted the deductive approach and the qualitative method
in the study. The data is collected from primary and secondary source such as
interviews, questionnaires, academic books and e-sources.
the data for this thesis was collected by interviews. Exchange students and
customers of the company has been asked for the interview, foreign degree
students and Finnish degree students. The interview includes on phone
interview, two group interviews, two mail inquires and four face-to-face
interviews. Sum up there are nine interviews were conducted. The phone
interview was done with the assistant of international affair. Group interviews
including exchange student and with company’s employees also. Email inquiry was
sent to a foreign customer and the other to a Finnish customer. One of the
face-to-face interviews was conducted with a foreign customer and the rest were
done with Finnish customers. (Turunen 2016.)
meeting with the CEO and manager, also employees of the company is the
face-to-face meeting. It was a group interview with three employees. Employees
know the questions before the interview. Both of the interviews last for an
also makes the interview to the secretary of the international relations (by
phone), with the purpose of get better knowledges of the school’s side and how
the company work with exchange student and how they work with the company.
information is collected from the desk research, design interviews, going
through feedback forms, data analysis and show the results.
interviews different group of people to understand more about the current
situation, to know about changes has been made and what is coming up in the
company. The interview to customers show what the customers want the company to
improve or install in the house or in the customer service.
5) How well the data is analysed? Are
the conclusions logical and do they base on the data collected?
mentioned above, the author had conducted many interviews and email feedback
also to collect data for the study. And she analysed data through every single
interview. First is the company interview analysis, from this the author found
out that during summer 2015, Oppilastalo has a change of ownership and now they
are a part of Lahden Talot Company. Due to this change, many student houses are
under renovation. A new intranet is designed and it will be put into used after
being tested. The intranet called “Nettikoti” and it will make the
communication between the company and customers much easier than it is now.
From the customers interview
the result is that student want the company to install more laundry machines,
more available times for sauna, the heating problem, student want to have
coffee machine, microwave, darker curtains, … the most common reason for
student to choose Oppilastalo is because it has good reputation and the prices
are good compared to other rental companies. The customer service is not always
satisfying, there is some dissatisfies about the heating system inside the
house, it very cold in the winter even inside the house. The students prefer
small studio apartments located near to the school or to the centre. Finnish
customers is likely to be more satisfied with the services of Oppilastalo than
the foreigner customers due to many differences in cultural. (Turunen 2016.)
interview of the secretary of international affairs interview analysis, the
author found out how Lahti UAS take actions to help students to connect with
the house company. Lahti UAS arranged an orientation day for the exchange
students and for the foreign degree students too.
Feedback form analysis showed that some foreign customers complained about the
maintenance man’s language skills and some said that the service was really
friendly and fast.
analysed all the data collected, the author went to the conclusion and answered
the research question “How can Oppilastalo Ltd improve customer service with
its current and future foreign and Finnish customers?” by answered first the
the question “What is effective customer service?” and the author has showed
the basic concept and the important of the customer services. Patience, smiles,
attention, and appearance are some key elements to good customer service.
question is “What do foreign customers expect from their student
apartment/student apartment staff?” In this question the author found out that
customers are expected to be treated with respect, fairness and friendly
gestures. Working Internet is also very important. Finland is very cold in Winter
so the company has to work on the heating system.
question is “What do Finnish customers expect from their student
apartment/student apartment staff?” it showed that they expect the same value
with foreign customers but the Finnish customers understand that communication
can feel impolite for the foreign customers as the Finnish customers see it as
normal communication. Finnish customers expect the student apartment to be
clean, quiet, and it has to have low rental price. The internet connection is
hoped to be working well. (Turunen 2016.)
question is “What are foreign customers satisfied with, what more could be
included and what are the main improvements wanted?” For this question, the
author’ data analysis has stated out that the exchange students are satisfied
and the price in the student house. They want to add things such as coffee
machine, microwave and darker curtains, vacuum cleaner to the room as mentioned
above. In general, customers were satisfied with the customer service but the
written communication got negative feedback.
the last sub-question is “What are Finnish customers satisfied with, what more
could be included and what are the main improvement wanted?”. For this
question, it was said that the price is the main reason why they chose
Oppilastalo Ltd instead of the private renters in Lahti. They hope that there
will be more apartment building that locate in the centre or near the centre.
The Finnish customers were satisfied with the customer service and there were
no negative feedback or comments appeared.
final main question, the author used SWOT analysis and Porter’s Five Forces
Model to analyse the situation of the company. After the data analysis, in
general, Finnish customers are more satisfied with the company service than compare
to the foreigner group. It could be the problem of communication between
customers and the company. The company should focus on improving the
communication with the foreign customers. The written information should be
given as clearly as possible and briefly. And it is even better if they can
arrange a face-to-face meeting to present information about the housing issues.
conclusion is logical and they do based on the data collected of the research.
6) How are the reliability and
validity dealt in the thesis?
research has a high level of reliability and validity because the secondary
data were collected from the reliable sources such as literature, academic
books and e-sources. While the primary data was collected mainly by interview,
observation and discussion between the author and the company. Also, from
surveys from customers.
7) What is the contribution of the
research result and for whom?
is focus on the customer service and through the interviews, the result showed
that new apartment buildings are wanted from the customers and from the
company’s side. Further research should be conducted to find out what kind of
apartment is needed to be built more. Studio apartment is most wanted among the
students. Internet is the crucial factor that should be focus on and always
available in the student apartment. (Turunen 2016.). This result helps the
company to understand more about weakness in customer service, what has to be
improved and focused more on. It also gives advises to Oppilastalo Ltd about
what should be done to develop and gain more customer loyalty to capture and
create more customer values. On the other hand, it also an opportunity for
customers, especially students in Lahti has a chance to tell the company what
they want and they will truly be listened to. Therefore, this study helps both
company and customers in the win-win way, which bring benefits to both sides.
8) How is the thesis likes from the
view point of a reader? Do the abstract, introduction and conclusion include
all what is necessary?
From the view
of reader, thesis is clear and transparent. At the beginning, the research
included the brief summary, the table of content and the structure to help
readers to read easier. The research follows the academic thesis format, all
the abstract, introduction and conclusion provide all the necessary
information. In the introduction part, the author stated out the research problem,
and how to approach to answer all of them. It also showed what are the thesis
objectives, limitations, the theoretical framework, the research methodology
and how the data are collected. She also informed readers about what research
methods, , research approaches she will use in the report so that readers will
have a clear view of the direction of the research. At the end of the research,
the author again emphasized all the main important information, and stated out
the research results by answering all the sub-questions and then answer the
main question. This make readers understand about the result, how did the
author come up with it and if the result is reliable. She also gave some
suggestions for the company about what should be done to solve the research
problem, what is the aspect that the company should improve and focus on. The
list of reference is at the end of the conclusion, which includes all the link
and the book title that the author used in the research. The references are
marked correctly, divided into Published references, Electric sources and Oral references
(giving title, year and date of the interview) and follows the alphabet order.
By doing this, the reader will find it easier to search for the reference they
9) What are the good and bad points?
How could you make it better?
good point of the thesis is the author use simple words, she did not use so
many academic words and that make it easier for many types of readers to
understand ang keep up with the research. The author also uses a lot of figures
and graphs to indicate all the concept, the frame work. By adding many figures,
reader will tend to remember it better than only with words. Many titles and
sub-titles are in the research. The writer has many references, she uses many
information based on many official published books, that make the information
more reliable. The author found out the answer for the problem and that is
clear from the point of readers. However, the research will become more
practical if the author tell more about the reaction of the company after the
result is found out and what will be the next action of the company to give an
answer to the customers. What promises can the company provide to the customers
to gain their trust and their satisfaction.
bad point that need to be improved is the number of student interviews, there
are more than just some interviews should be conducted to make sure that the
data collected are good enough to go to the conclusion. The best way to collect
data from student is to use feedback and survey form. More information will be
collected and it will be more accurate to hear from many different customers.
Another good point of the author is her result is true, at least from my all
point of view. The Oppilastalo should improve the communication between them
there is one time that when I send many email about the house problem and they
did not answer the email after nearly one month and because of that many things
have happened and it cause inconvenient for both me and the company. So I did
appreciate the author for this topic, she did really good job on this research.
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Improving the effectiveness of customer service- Case: Oppilastalo
the effectiveness of customer service- Case: Oppilastalo