University of Twente Student Theses


Business Incubator Services & Customer Satisfaction

Bisschop, B.J.J. (2018) Business Incubator Services & Customer Satisfaction.

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Abstract:The interest in the business incubation topic is ever growing. Up till now, most of the research around the topic has been revolving around: organizational matters, success factors, performance, comparative analysis and geographical region. All from a business incubator (BI) perspective. These existing initiatives might lack an understanding where the value of the BIs’ concepts lies. Hence, a mismatch between BIs’ support services and the needs and expectations of the tenants can be the result. Therefore, this study takes on the perspective of the tenant. By introducing the Kano model, the impact of the service offerings of BIs on customer satisfaction/dissatisfaction levels is measured. In total 24 responses were obtained from 2 different incubators; ‘De Gasfabriek’ and ‘Ace Incubator / Startup Village’. In order to shed light on the preferences of the tenants, the following focal research question was constructed: “Which services lead to high levels of customer satisfaction for Business Incubator (BI) tenants?”. Based on the overall sample used in this study, it can be concluded that on average, the services offered by BIs have a higher impact on satisfaction than on dissatisfaction. Moreover, the services with the highest impact on satisfaction based on the overall sample were found to be: Credibility/visibility enhancement, Access to skilled workforce and Workshops, training and education. Whereas the services with the highest impact on dissatisfaction according to the overall sample were found to be: IT-related services/network support, Affordable office space and Security.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
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