Change search
ReferencesLink to record
Permanent link

Direct link
Att bibehålla bestående kundrelationer: Hur kan inre och yttre faktorer påverka dessa?
Umeå University, Faculty of Social Sciences, Umeå School of Business.
2010 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This thesis treats how accountancy companies works to maintain customer relations. This is getting more important in the accounting business because there are several inner and outer factors available that may affect customer relations in this business area. The main question with the thesis is: How works accountancy companies with keeping customers?

The purpose with the research was to investigate and identify which inner and outer factors that may be important from a company perspective to keep customers. Another purpose was to investigate if there existed any differences between the companies in how they are handling different factors like for example a law change and how it could affect customer relations. The method that has been used is the qualitative method in form of personal interviews with 5 accountants who works with customers on accountancy companies in Umeå. The five interviewed companies are KPMG, PricewaterhouseCoopers, Deloitte, Ernst & Young and Grant Thornton. The research method belongs to the hermeneutic knowledge where understanding is very important.

In the conclusion of the study there is evidence that there exist some inner and outer factors that may affect customer relations in an accountancy company. In this thesis the inner and outer affecting factors is: service quality, the company´s brand, to participate in the customers business, that the accountant is proactive, that there exist trust between the accountant and the customer, to create extra value for the customer, that it exists a good communication between the accountant and the customer. The outer factors as a law change also had some effects on the companies but also competitors and price. Factors that was specific important for customer retention was: Commitment, communication, to do a good job, to exceed expectations, that the auditor is available and active and to create more value for the customers.

Place, publisher, year, edition, pages
2010. , 69 p.
Keyword [sv]
customer retention, accounting companies, trust, customer relations, law change
National Category
Business Administration
URN: urn:nbn:se:umu:diva-35157OAI: diva2:332099
, Umeå (Swedish)
Social and Behavioural Science, Law
Available from: 2010-08-30 Created: 2010-08-02 Last updated: 2010-08-30Bibliographically approved

Open Access in DiVA

fulltext(1297 kB)504 downloads
File information
File name FULLTEXT01.pdfFile size 1297 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Larsson, Sandra
By organisation
Umeå School of Business
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 504 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 348 hits
ReferencesLink to record
Permanent link

Direct link