CrokuS: Improving work processes and perceived customer satisfaction with the help of mobile technology

Abstract

Today, many organizations are lacking an understanding of how mobile technology could benefit both the organization and its customers. Could mobile technology not only help organizations increase efficiency but also the perceived customer satisfaction? The thesis develop a prototype in the form of a smartphone application which explores the value of mobile technology. The result shows how the perceived customer satisfaction is mirrored in the improvement of an organization’s efficiency.