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Best practices for enhancing customer centricity through digital solutions

The first part of the thesis considers the concept of a customer-centric approach and the best practices of digital solutions for achieving this approach through an improved customer experience.In the second part of the thesis, the data-driven decision-making method is discussed, as well as the existing tools for analysing data and matrices for evaluating customer success. Furthermore, it examines the successful implementation of digital solutions to enhance customer experience at companies such as Netflix and Spotify.The third part of the thesis is devoted to an analysis of the Latvian online food delivery market. The analysis includes an examination of the current market situation, the identification and comparison of the main players on the market, and an identification of the needs and expectations of users. In the fourth part of the thesis, the findings of the previous sections are used to identify the best practices for digital solutions to improve the customer experience in online food delivery applications. In addition, the possible aspects to meet user needs are identified and recommendations are made.

Author: Alisa Purviņa

Supervisor: Oksana Skorobogatova

Degree: Bachelor

Year: 2024

Work Language: English

Study programme: Business and Management

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Customer Satisfaction in Information Provision in Bus and Coach terminals

The actuality of this research lies in the significance of changing the mobility traditions toward public transport usage. It requires considering various aspects of the customer experience in public transport services. Transport terminals are an asset to an area as they may act as catalysts for more active use of public transport. However, poorly planned, and sited terminals may generate problems and passengers reduction.The research aims to gain insights into the effectiveness of information visualization in bus and coach terminals and contribute to enhancing the overall passenger experience during journeys. The author is reviewing existing literature on information visualization in transport terminals and studies, or best practices related to improving passenger experiences through effective information design.The author used both quantitative and qualitative methods as sources of data, such as user surveys, expert interviews, and observations for understanding how passengers interact with existing information displays. From analysis, the Riga International Coach terminal has a good information system but misses some visualization tools for information provision. Thus, recommendations were made on how to improve information provision to enhance customer satisfaction.

Author: Diane Aliou Yasmine

Supervisor: Irina Jackiva

Degree: Master

Year: 2024

Work Language: English

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