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[{"key": "dc.contributor.author", "value": "Hristov, Jenna", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2014-10-07T11:44:47Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2014-10-07T11:44:47Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2014", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1446683", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/44387", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Mainostoimiston asiakastyytyv\u00e4isyys on lukuisista syist\u00e4 relevantti tutkimuskohde. Asiakkaat ovat koko ajan tietoisempia tarpeistaan ja osaavat my\u00f6s vaatia niit\u00e4. Laman ja teknologiakehityksen my\u00f6t\u00e4 yritysten tulee keskin\u00e4isess\u00e4 kilpailussaan investoida entist\u00e4 enemm\u00e4n palvelukokemuksiin ja asiakkuusuhteiden laatuun \u2013 dialogisuuden merkitys asiakastyytyv\u00e4isyydess\u00e4 korostuu. Edelleen, palvelun laatua, siihen kohdistuvia odotuksia ja vaikuttavia tekij\u00f6it\u00e4 analysoitiin. Tutkielma toteutettiin toimeksiantona mainostoimisto Mainio Oy:lle. Ty\u00f6n tavoitteena oli kirjallisuuden ja tyytyv\u00e4isyyskyselyn avulla selvitt\u00e4\u00e4 asiakastyytyv\u00e4isyyden m\u00e4\u00e4ritt\u00e4v\u00e4t tekij\u00e4t, asiakkaan t\u00e4rkeimpin\u00e4 pit\u00e4m\u00e4t ominaisuudet mainostoimistoa valitessa sek\u00e4 Mainion t\u00e4m\u00e4nhetkisen asiakastyytyv\u00e4isyyden tila. \nTy\u00f6n aineistona toimi Mainion asiakkaille teetetty tyytyv\u00e4isyyskysely ja sen tulokset k\u00e4siteltiin ja analysoitiin m\u00e4\u00e4r\u00e4llisin menetelmin. T\u00e4m\u00e4n j\u00e4lkeen aineistoa peilattiin ty\u00f6n teoreettiseen viitekehykseen. Lis\u00e4ksi tuotiin esille my\u00f6s asiakasl\u00e4ht\u00f6isyyden kritiikki.\nTuloksista voidaan vet\u00e4\u00e4 useita johtop\u00e4\u00e4t\u00f6ksi\u00e4. Ensiksi, yht\u00e4 ainoaa tapaa asiakastyytyv\u00e4isyyden m\u00e4\u00e4rittelemiselle ei ole, vaikkakin palvelun laadun vaikutusta korostetaan paljon. Kirjallisuuden ja kyselyn perusteella mainostoimiston asiakastyytyv\u00e4isyytt\u00e4 p\u00e4\u00e4dyttiin tarkastelemaan palvelun laadun, asiantuntijuuden, viestinn\u00e4n, yhteisty\u00f6suhteen, mainostoimiston n\u00e4kyvyyden, fyysisten puitteiden sek\u00e4 odotusten kautta. Asiakkaiden vastausten perusteella t\u00e4rkeimm\u00e4t ominaisuudet mainostoimiston valinnalle ovat asiakkaan kokonaisvaltainen tunteminen, idearikkaus ja luovuus sek\u00e4 laadukas asiakaspalvelu. Mainion asiakastyytyv\u00e4isyyden tila oli tutkimushetkell\u00e4 yleisesti ottaen hyv\u00e4: avuliaisuuteen, keskustelun helppouteen ja tavoitettavuuteen oltiin erityisen tyytyv\u00e4isi\u00e4. My\u00f6s kiiretilanteiden sujuvuus, projektien aikatauluttaminen sek\u00e4 asiakkaan toimialatuntemus koettiin melko hyviksi. Olennaisimpia kehityskohteita olivat projektien kustannusarviointi, tavoitteiden m\u00e4\u00e4rittely, ty\u00f6n laadun vaihtelevuus sek\u00e4 asiakkaan myynnin lis\u00e4\u00e4minen. Tulokset eiv\u00e4t vastaajien lukum\u00e4\u00e4r\u00e4st\u00e4 johtuen ole yleistett\u00e4vi\u00e4, mutta Mainion henkil\u00f6st\u00f6lle niist\u00e4 on toiminnan kehitt\u00e4misess\u00e4 hy\u00f6ty\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Jenna Hristov (jesohris) on 2014-10-07 11:44:47.032869. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija@noreply.fi) on 2014-10-07T11:44:47Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201410072939.pdf: 1963062 bytes, checksum: e8566624ee9cc1a1edc3de92b0e70a38 (MD5)\nlicense.html: 4818 bytes, checksum: a9540de7fd18b6de3db72e1e46b12a84 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2014-10-07T11:44:47Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201410072939.pdf: 1963062 bytes, checksum: e8566624ee9cc1a1edc3de92b0e70a38 (MD5)\nlicense.html: 4818 bytes, checksum: a9540de7fd18b6de3db72e1e46b12a84 (MD5)\n Previous issue date: 2014", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (106 sivua)", "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": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasl\u00e4ht\u00f6isyys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": 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