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[{"key": "dc.contributor.advisor", "value": "Munnukka, Juha", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Kauppinen, Miia", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-03-24T05:19:49Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-03-24T05:19:49Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2020", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/68284", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Ta\u0308ma\u0308n tutkimuksen tarkoituksena oli tutkia palvelun personointia osana sa\u0308hko\u0308ista\u0308 palvelukokemusta verkkokauppaympa\u0308risto\u0308ssa\u0308. Tutkimuksessa tutkittiin myo\u0308s sa\u0308hko\u0308isen palvelun laadun vaikutusta asiakkaan tyytyva\u0308isyyteen seka\u0308 asiakastyytyva\u0308isyyden vaikutusta asiakasuskollisuuteen. Asiakastyytyva\u0308isyyden ja \u2013uskollisuuden va\u0308lisen suhteen tutkimisessa huomioitiin myo\u0308s koetun arvon vaikutus. Tutkimuksen kohteeksi valittiin kosmetiikka-alan verkkokaupat ja niihin liittyva\u0308t ka\u0308ytta\u0308ja\u0308kokemukset. Tutkimus toteutettiin kvantitatiivisena tutkimuksena ja aineistonkeruu toteutettiin verkkokyselyn muodossa. Kyselylomaketta jaettiin sosiaalisessa mediassa seka\u0308 Jyva\u0308skyla\u0308n yliopiston eri tiedekuntien sa\u0308hko\u0308postilistojen kautta. Ka\u0308ytto\u0308kelpoisia vastauksia kyselyyn saatiin 226 kappaletta. Tutkimustulokset osoittivat, etta\u0308 personoinnilla on tilastollisesti merkitseva\u0308 vaikutus sa\u0308hko\u0308isen palveluprosessin laatuun. Palveluprosessin lopputuloksen laadulla oli tilastollisesti merkitseva\u0308 vaikutus palveluprosessin lopputuloksen laatuun seka\u0308 tyytyva\u0308isyyteen. Kuitenkaan palveluprosessin lopputuloksen ja tyytyva\u0308isyyden va\u0308lilta\u0308 ei lo\u0308ytynyt tilastollisesti merkitseva\u0308a\u0308 suhdetta. Asiakastyytyva\u0308isyyden ja uskollisuuden va\u0308lilla\u0308 lo\u0308ydettiin vahva, tilastollisesti eritta\u0308in merkitseva\u0308 suhde. Asiakkaan kokemalla lo\u0308ydettiin tilastollisesti merkitseva\u0308 vaikutus kyseiseen suhteeseen, mutta korkean ja matalan arvon ryhmien va\u0308lilla\u0308 ei lo\u0308ydetty eroja. Personoinnin vaikutusta asiakkaan asiointikokemukseen on tutkittu jonkun verran ja tutkimus jatkaa eritta\u0308in mielenkiintoisena tutkimusaiheena verkkokaupan jatkaessa kasvuaan. Kuten ta\u0308ssa\u0308 tutkimuksessa todettiin, personoinnin vaikutusta on mieleka\u0308sta\u0308 tutkia osana sa\u0308hko\u0308isen palvelun laatua ja sita\u0308 kautta vaikutusta asiakkaan tyytyva\u0308isyyteen. Mieleka\u0308sta\u0308 olisi myo\u0308s vertailla erilaisten personoidun palvelun muotojen vaikutusta erilaisissa verkkokaupan konsepteissa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2020-03-24T05:19:49Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-03-24T05:19:49Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "91", "language": "", "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": "palvelun laatu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Palvelun personointi osana verkkokaupan k\u00e4ytt\u00e4j\u00e4kokemusta", "language": "", "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-202003242512", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "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.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "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": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "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.subject.oppiainekoodi", "value": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakasuskollisuus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "verkkokauppa (verkkoliiketoiminta)", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "laatu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "palvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "personointi", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kyselytutkimus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "yso", "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.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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