Abstract

Title:

Behovet av kundorientering i fastighetsföretag, finns det?

Author:

Joel Nilsson Erleman

Tutor:

Agneta Sundström

Purpose:

Thru a quality point of view, examine and analyze how Akelius AB customer orientates

them 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 the

study approaches Akelius AB and the company’s costumer orientation thru several interviews and a

survey. The gathered data’s purpose is to answer research questions to investigate how costumer

orientations 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 in

Akelius AB and to analyze the relation to their costumers.

Empire:

The findings show how Akelius experience costumer orientation in Brandbergen and the

costumer’s perception of Akelius AB service quality.

Analysis:

Compares the theory and the empirical data to see the service quality thru using the Gap

Model.

Conclusion:

Akelius AB satisfy their customer’s need in what could be expected of them. In the

situation with increased demand and lower supply Akelius AB have the possibility to offer their

costumers a much lower quality than the costumers usually wants and expect. The reason for this

market situation is the sustained high costumer demand, the real estate company’s domination on the

housing 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 housing

markets in Sweden where there is a higher demand then supply and a higher supply and demand to see

if the problem only exists in Stockholm.

Essay contribution:

The study shows the housing market and its flaws in and around Stockholm. The

essay describes why costumer orientation is hard to implement within the housing service market

because of the supply and demand and the corporations market advantage towards the consumers.

Keywords:

costumer orientation, service companies, real estate market, tenancy market and supply

and demand.