,Portfolio
OE701: Optimalisering van dienstverlening
Wendy Joore 625127
Klas: HABSMAVT3A
Studie: Business studies, Haarlem
Semester 2: OE701: Optimalisering van
dienstverlening
Docent: Henk Grimmelius
Inleverdatum: 16 May 2022
,Voorwoord
Ik ben Wendy Joore en ik studeer aan de Hogeschool Inholland in Haarlem. Daar doen ik de opleiding
Business Studies. Dit portfolio is ter afsluiting van het vak OE701: Optimalisering van dienstverlening,
gericht op de afstudeerrichting marketing.
Hierbij wil ik docent Henk Grimmelius bedanken voor de begeleiding van dit vak.
16 mei 2022, Haarlem.
, Inhoudsopgave
Voorwoord ..................................................................................................................................................... 3
1. Inleiding...................................................................................................................................................... 5
2. Opdracht 1: onderzoek ............................................................................................................................... 6
2.1 Doelstelling van het onderzoek ..................................................................................................................... 6
2.2 Beschrijving informatiebehoefte................................................................................................................... 6
2.3 Beoogde uitkomsten ..................................................................................................................................... 6
2.4 Methodologie ............................................................................................................................................... 6
2.5 Topiclijst ........................................................................................................................................................ 7
3. Opdracht 2: Vragenlijst ............................................................................................................................... 8
4. Opdracht 3: Observatieonderzoek ............................................................................................................ 13
4.1 Doelstelling ................................................................................................................................................. 13
4.2 Informatiebehoefte ..................................................................................................................................... 13
4.3 Beoogde uitkomsten ................................................................................................................................... 13
4.4 Selectiecriteria ............................................................................................................................................ 13
4.5 Aantal mensen ............................................................................................................................................ 13
4.6 Methode ..................................................................................................................................................... 13
4.7 Observatie onderwerpen ............................................................................................................................ 14
5. Opdracht 4: SPSS ...................................................................................................................................... 15
Vraag 1 ............................................................................................................................................................. 15
1a ................................................................................................................................................................. 15
1b ................................................................................................................................................................. 16
Vraag 2 ............................................................................................................................................................. 17
2a ................................................................................................................................................................. 17
2b ................................................................................................................................................................. 17
Vraag 3 ............................................................................................................................................................. 19
3a ................................................................................................................................................................. 19
3b/c .............................................................................................................................................................. 20
3d ................................................................................................................................................................. 20
Vraag 4 ............................................................................................................................................................. 22
4a ................................................................................................................................................................. 22
4b ................................................................................................................................................................. 23
4c ................................................................................................................................................................. 23
OE701: Optimalisering van dienstverlening
Wendy Joore 625127
Klas: HABSMAVT3A
Studie: Business studies, Haarlem
Semester 2: OE701: Optimalisering van
dienstverlening
Docent: Henk Grimmelius
Inleverdatum: 16 May 2022
,Voorwoord
Ik ben Wendy Joore en ik studeer aan de Hogeschool Inholland in Haarlem. Daar doen ik de opleiding
Business Studies. Dit portfolio is ter afsluiting van het vak OE701: Optimalisering van dienstverlening,
gericht op de afstudeerrichting marketing.
Hierbij wil ik docent Henk Grimmelius bedanken voor de begeleiding van dit vak.
16 mei 2022, Haarlem.
, Inhoudsopgave
Voorwoord ..................................................................................................................................................... 3
1. Inleiding...................................................................................................................................................... 5
2. Opdracht 1: onderzoek ............................................................................................................................... 6
2.1 Doelstelling van het onderzoek ..................................................................................................................... 6
2.2 Beschrijving informatiebehoefte................................................................................................................... 6
2.3 Beoogde uitkomsten ..................................................................................................................................... 6
2.4 Methodologie ............................................................................................................................................... 6
2.5 Topiclijst ........................................................................................................................................................ 7
3. Opdracht 2: Vragenlijst ............................................................................................................................... 8
4. Opdracht 3: Observatieonderzoek ............................................................................................................ 13
4.1 Doelstelling ................................................................................................................................................. 13
4.2 Informatiebehoefte ..................................................................................................................................... 13
4.3 Beoogde uitkomsten ................................................................................................................................... 13
4.4 Selectiecriteria ............................................................................................................................................ 13
4.5 Aantal mensen ............................................................................................................................................ 13
4.6 Methode ..................................................................................................................................................... 13
4.7 Observatie onderwerpen ............................................................................................................................ 14
5. Opdracht 4: SPSS ...................................................................................................................................... 15
Vraag 1 ............................................................................................................................................................. 15
1a ................................................................................................................................................................. 15
1b ................................................................................................................................................................. 16
Vraag 2 ............................................................................................................................................................. 17
2a ................................................................................................................................................................. 17
2b ................................................................................................................................................................. 17
Vraag 3 ............................................................................................................................................................. 19
3a ................................................................................................................................................................. 19
3b/c .............................................................................................................................................................. 20
3d ................................................................................................................................................................. 20
Vraag 4 ............................................................................................................................................................. 22
4a ................................................................................................................................................................. 22
4b ................................................................................................................................................................. 23
4c ................................................................................................................................................................. 23
