Behovet av kundorientering i fastighetsföretag, finns det?
AbstractTitle:Behovet av kundorientering i fastighetsföretag, finns det?Author:Joel Nilsson ErlemanTutor:Agneta SundströmPurpose:Thru a quality point of view, examine and analyze how Akelius AB customer orientatesthem self in an area such as Brandbergen, were the demand is larger then the supply.Method:Through a qualitative research approach with an inductive and a hermeneutic orientation thestudy approaches Akelius AB and the company?s costumer orientation thru several interviews and asurvey. The gathered data?s purpose is to answer research questions to investigate how costumerorientations function and to how to implement it in real estate companies.Theory:The theory explains the meaning of customer orientation and its use in real estate companies.The theoretical discussion is based on a five-gap model, which is used to analyze the service quality inAkelius AB and to analyze the relation to their costumers.Empire:The findings show how Akelius experience costumer orientation in Brandbergen and thecostumer?s perception of Akelius AB service quality.Analysis:Compares the theory and the empirical data to see the service quality thru using the GapModel.Conclusion:Akelius AB satisfy their customer?s need in what could be expected of them. In thesituation with increased demand and lower supply Akelius AB have the possibility to offer theircostumers a much lower quality than the costumers usually wants and expect. The reason for thismarket situation is the sustained high costumer demand, the real estate company?s domination on thehousing market and because of the supply and demand situation in the specific market investigated.Ideas for further research:To see difficulties in implementing costumer orientation on all housingmarkets in Sweden where there is a higher demand then supply and a higher supply and demand to seeif the problem only exists in Stockholm.Essay contribution:The study shows the housing market and its flaws in and around Stockholm. Theessay describes why costumer orientation is hard to implement within the housing service marketbecause of the supply and demand and the corporations market advantage towards the consumers.Keywords:costumer orientation, service companies, real estate market, tenancy market and supplyand demand.