Service Quality in Cleaning Service

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SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING SERVICE)

Kalyan Malla

Bachelor’s Thesis May 2012
Degree Programme in Facility Management To0urism, Catering and Domestic Services

DESCRIPTION

Author(s) MALLA, Kalyan

Type of publication Bachelor´s Thesis Pages 57 Confidential ( ) Until

Date 07.05.2012 Language English Permission for web publication (X)

Title SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING SERVICE) Degree Programme Degree Programme in Facility Management Tutor(s) LINDROOS, Juha Assigned by JYVÄSKYLÄN AMMATTIKORKEAKOULU/JAMK UNIVERSITY OF APPLIED SCIENCES Abstract The first objective of this research was to discover about the quality and current problems of service. Besides that, this thesis also provides some prompt solutions for these problems in a specific service company- this thesis research objective, ISS Service Company. Secondly, by this research the questions about how customer satisfaction is in ISS Service Company and in general will be answered. The research was done for Agora University building where the service provider is ISS. The thesis was carried out using quantitative method. Some questionnaire were set up and sent through the email using the Digium survey method to the user of the services in the building. The research was set to examine the satisfaction level of customer with the service provided by company. Among many customers, only 35 were chosen randomly for the survey. The survey was held in 8.3.2012 which was sent to 35 people. The survey was held for about 2 weeks in order to get as many responses as possible. The survey was conducted by sending the questionnaire using the Digium Marata survey software which was answered by 18 respondents. This study will help the company to improve its service quality for the customer satisfaction. The results achieved from the thesis indicate that the cleaning service provided by ISS Company is good and the customers are satisfied with it. The customers felt that the company is always eager to help their customers at its best. Keywords Service Quality, Customer satisfaction, Service and Quality Miscellaneous

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Contents
1. 2. Introduction ..................................................................................................................4 1.1. 2.1. 2.2. 2.3. 2.4. 2.5. 3. 3.1. 3.2. 3.3. 3.4. Cleaning Service ...................................................................................................6 Research problem .................................................................................................6 Research questions ................................................................................................7 Research objective ................................................................................................8 Research Method ..................................................................................................8 Methodology..........................................................................................................9 Background information .................................................................................... 10 ISS service types.................................................................................................. 11 ISS with cleaning service ............................................................................. 11 ISS in Finland ..................................................................................................... 12 ISS Strategy ........................................................................................................ 13 ISS strategic cornerstones ........................................................................... 13 ISS Vision and values .................................................................................. 14 Research Methodology of the...
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