Feedback

HEC-Ecole de gestion de l'Université de Liège
HEC-Ecole de gestion de l'Université de Liège
MASTER THESIS
VIEW 69 | DOWNLOAD 0

Etude de la satisfaction client du service d' entretien des stations d' assainissement non collectif Eloy Water sur le marché national français en vue de l' implémentation d' un CRM

Download
Happart, Chloé ULiège
Promotor(s) : Delcourt, Cécile ULiège
Date of defense : 19-Jun-2020/23-Jun-2020 • Permalink : http://hdl.handle.net/2268.2/8772
Details
Title : Etude de la satisfaction client du service d' entretien des stations d' assainissement non collectif Eloy Water sur le marché national français en vue de l' implémentation d' un CRM
Translated title : [en] Study of customer satisfaction for the maintenance service of Eloy Water individual wastewater treatment plants on the French national market with the aim to implementing a CRM.
Author : Happart, Chloé ULiège
Date of defense  : 19-Jun-2020/23-Jun-2020
Advisor(s) : Delcourt, Cécile ULiège
Committee's member(s) : Cadiat, Anne-Christine ULiège
Leruth, Sophie ULiège
Bemelmans, Pierre 
Language : French
Number of pages : 142
Keywords : [en] maintenance service
[en] wasterwater treatment
[en] customer satisfaction
[en] customer relationship management
[en] customer experience
[en] customer journey
Discipline(s) : Business & economic sciences > Marketing
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en sciences de gestion, à finalité spécialisée en international strategic marketing
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège

Abstract

[en] This master thesis was carried out within the family company Eloy Water in Sprimont (Belgium). Active in the treatment of wastewater since 1965, the company is experiencing growing success. Sensitive to technological developments but above all to respect for the environment, the company is constantly seeking to improve its products in this sense. Its international presence is an asset, but it is on the French market, the market where the company generates most of its turnover, that this study will focus.
The objective of this research is to discover the factors that contribute to the client’s satisfaction for the maintenance service of their individual wastewater treatment plants. We will try to better understand the feelings, expectations, and aspirations of customers regarding this service. The company wants to use this research to improve the means of communication put in place. It also intends to refine new offers of services more relevant to the expectations of prospects, while keeping in mind their wish to implement a new CRM tool soon.
Our analyzes are built on several phases. We will start by contextualizing the field of this study, the issues and objectives of the project. Then, we will face realities on the ground by interviewing customers in France but also by interviewing more than a hundred clients through an online survey. Throughout the study, academic resources will support our developments. And it is following statistical analyzes that we will suggest recommendations to the company for the continuous improvement of their service.


File(s)

Document(s)

File
Access s140973Happart2020.pdf
Description:
Size: 4.54 MB
Format: Adobe PDF

Annexe(s)

File
Access s140973Annexes.pdf
Description:
Size: 3.35 MB
Format: Adobe PDF

Author

  • Happart, Chloé ULiège Université de Liège > Master sc. gest., à fin.

Promotor(s)

Committee's member(s)

  • Total number of views 69
  • Total number of downloads 0










All documents available on MatheO are protected by copyright and subject to the usual rules for fair use.
The University of Liège does not guarantee the scientific quality of these students' works or the accuracy of all the information they contain.