University of Twente Student Theses


Visualizing service contract performance and customer behaviour : interactive dashboards

Groeneveld, M.W.B. (2019) Visualizing service contract performance and customer behaviour : interactive dashboards.

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Abstract:ASSA ABLOY Entrance systems is a global leader in door opening solutions. The company has several decades of experience in producing automatic entrances for both pedestrian and industrial purposes. This bachelor thesis is conducted for ASSA ABLOY entrance systems in Ede which focuses on the pedestrian entrances. The company has a customer service department that handles all the problems customers encounter with their automatic entrances. ASSA ABLOY Entrance Systems offers different kind of service contracts for automatic entrances, which go from bronze to gold. Where the bronze contract has the least service covered and the gold contract has the most service covered. This bachelor thesis contains the data visualisation of the performance of customers with service contracts and their behaviour towards the customer service department. The main research question that is answered in this thesis is: “How to gain insight into customer behaviour and the performance of the gold service contracts owned by the customers?’’ In order to gain insight in this topic literature reviews are provided and several dashboards have been created.
Item Type:Essay (Bachelor)
ASSA ABLOY Entrance systems, Ede, The Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:83 economics, 85 business administration, organizational science
Programme:Industrial Engineering and Management BSc (56994)
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