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[{"key": "dc.contributor.advisor", "value": "Uusitalo, Outi", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Nolvi, Siiri", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2025-04-10T07:57:28Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2025-04-10T07:57:28Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2025", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/101341", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Over the past few years, the commercial real estate market has undergone significant changes, driven especially by the impact of the Covid-19 pandemic. Remote work has become an established way of working and with the changed circumstances, selecting properties and committing to long-term leases has become more challenging for companies. As a result, it is increasingly important for property owners to understand the factors that influence customer satisfaction and retention. \nWhile the real estate and leasing sectors have been widely studied, the relationship between customer satisfaction and retention in the commercial real estate industry has received relatively little attention. The aim of this study is to provide an additional perspective on this connection.\nThis study focuses on identifying how customer satisfaction affects customer retention in commercial real estate leasing. The analysis is based on customer satisfaction data collected by a Finnish real estate investment company between 2016 and 2023. The final analysis includes responses from 478 tenant organisations.\nAs part of the research, the respondents were divided into two customer groups: current tenants and those who have ended their lease. By comparing satisfaction levels between these two groups, the study highlights which aspects of the tenant experience are most critical to keeping customers long-term. \nThe findings show clear differences in satisfaction between the two groups, both overall and in ten specific areas, which are presented in detail in this report.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Viime vuosien muutokset toimitilamarkkinassa ja erityisesti Covid-19-pandemian j\u00e4lkeinen liikehdint\u00e4 ovat muokanneet tapaa, jolla yritykset suhtautuvat toimitiloihinsa. Et\u00e4ty\u00f6 on vakiinnuttanut paikkansa osana ty\u00f6el\u00e4m\u00e4\u00e4 ja muuttuneiden olosuhteiden my\u00f6t\u00e4 toimitilojen valinnasta ja niihin sitoutumisesta on tullut yrityksille haastavampaa. Muutoksista johtuen kiinteist\u00f6nomistajien on entist\u00e4 t\u00e4rke\u00e4mp\u00e4\u00e4 keskitty\u00e4 erityisesti niihin tekij\u00f6ihin, jotka vaikuttavat asiakaspitoon ja asiakastyytyv\u00e4isyyteen positiivisesti. \nVaikka kiinteist\u00f6alaan ja toimitilavuokraukseen liittyvi\u00e4 aiheita on tutkittu monesta eri n\u00e4k\u00f6kulmasta jo vuosia, on toimitilavuokralaisten asiakastyytyv\u00e4isyyden ja asiakaspidon v\u00e4list\u00e4 yhteytt\u00e4 on tutkittu varsin v\u00e4h\u00e4n. T\u00e4m\u00e4n tutkimuksen tavoitteena on tarjota lis\u00e4n\u00e4k\u00f6kulmaa kiinteist\u00f6sijoitusalan asiakastyytyv\u00e4isyyden ja asiakaspidon v\u00e4liselle yhteydelle. \nT\u00e4m\u00e4n tutkimuksen tavoitteena oli selvitt\u00e4\u00e4, miten asiakastyytyv\u00e4isyys vaikuttaa asiakaspitoon toimitilavuokrauksessa. Sen lis\u00e4ksi osana ty\u00f6t\u00e4 tutkittiin, mit\u00e4 ovat toimitilavuokrauksen asiakastyytyv\u00e4isyystekij\u00e4t ja miten eri asiakastyytyv\u00e4isyystekij\u00e4t ovat yhteydess\u00e4 asiakaspitoon. Vastausta n\u00e4ihin kysymyksiin pyrittiin l\u00f6yt\u00e4m\u00e4\u00e4n hy\u00f6dynt\u00e4m\u00e4ll\u00e4 Suomessa toimivan kiinteist\u00f6sijoitusyhti\u00f6n asiakastyytyv\u00e4isyyskyselyjen dataa vuosilta 2016-2023. Lopullinen tutkimusaineisto koostui yhteens\u00e4 478 asiakasyrityksen vastauksista. Vastaajat jaettiin osana tutkimusta kahteen asiakas-ryhm\u00e4\u00e4n: nykyasiakkaisiin ja poistuneisiin asiakkaisiin. Tutkimuksen keski\u00f6ss\u00e4 oli vertailla asiakasryhmien tyytyv\u00e4isyytt\u00e4 toisiinsa ja t\u00e4t\u00e4 kautta tunnistaa, mitk\u00e4 asiakkuuden osa-alueet ovat asiakaspidon kannalta t\u00e4rkeit\u00e4. \nTutkimuksen tulokset osoittavat, ett\u00e4 nykyisten ja poistuneiden asiakkaiden tyytyv\u00e4isyys erosi tilastollisesti toisistaan kokonaistyytyv\u00e4isyyden sek\u00e4 yhteens\u00e4 kymmenen asiakkuuden osa-alueen osalta, jotka esitell\u00e4\u00e4n t\u00e4ss\u00e4 ty\u00f6ss\u00e4 yksityiskohtaisemmin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2025-04-10T07:57:28Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2025-04-10T07:57:28Z (GMT). No. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "82", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": null, "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "Miksi asiakkaat pysyv\u00e4t? \u2013 Asiakastyytyv\u00e4isyys ja asiakaspito toimitilavuokrauksessa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202504103171", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.description.accessibilityfeature", "value": "unknown accessibility", "language": "en", "element": "description", "qualifier": "accessibilityfeature", "schema": "dc"}, {"key": "dc.description.accessibilityfeature", "value": "ei tietoa saavutettavuudesta", "language": "fi", "element": "description", "qualifier": "accessibilityfeature", "schema": "dc"}]
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