The purpose of this thesis was to study local bank offices work with customer satisfaction. A case study concerning two local bank offices was made, the cases were based on interviews with the managers at the bank offices. The research questions that we wanted this thesis to answer was how local bank offices create customer satisfaction among small business customers, and how local bank offices assess customer satisfaction among small business customers. The study showed that local bank offices find customer satisfaction among small business customers important and use complaints as the primary source in the process of creating customer satisfaction..

ERP system is the information technology that has had the biggest impact in companies? development and way of working in today?s world. ERP system is divided in several applications with a modular software design that allow people in every department in a company to store and retrieve information accurately and in real-time. This master thesis investigates attitudes toward ERP systems among business organisations and ERP suppliers with the overall purpose of analysing to which extent a new ERP system will bring change in the business process. The purpose of this thesis is to make a survey of attitudes toward ERP systems among business organisations and ERP suppliers.

The purpose of this master?s thesis is to contribute to the development of business relationships between a supplier and its customers. The research area and research problem was further developed into three research questions. The research questions concerns the following subjects: the substance of business relationships and dimensions within relationships management that can be used in order to contribute to the development of a company?s business relationships.

Title:Changes in the auditing work of asset management companies.Advisor:Bengt BengtssonExaminer:Stig SörlingAuthors: Mattias Skog & Andrea CyganikPurpose:The purpose is to examine how the work of auditing asset management companies has changed since the crisis 2008.Methodology:The study is based on an adductive approach using a quantitative method.Theoretical framework:The theoretical framework includes previous studies and literature concerning the auditing business, the financial crisis, principal agent theory and stewardship theory.Empirical findings:The empirical material is based on answers from 22 auditors in 6 different auditing firms, and it was conducted by sending them a survey.Conclusion:The study showed that the major changes were changes in laws and regulations controlling the auditing business. New guidelines and laws were set to try and improve the quality of the auditing business while trying to restore stained reputation. New regulations were also set to increase the control the government have of inspecting the business through finansinspektionen..

This essay is using theories about social norms, and wage determination to evaluate why there is a gender wage gap on the Swedish labour market. To identify the essence of the gender wage gap investigations on specific jobs where the genders are over-, under and equally represented has been made. Also a poll has been sent out to alumni business economics from School of Business, Economics and Law at the University of Gothenburg to evaluate their labor market from a gender wage gap perspective..

Background: Today businesses are largely structured in projects and temporary organizations. In many companies, the ability to pursue projects is decisive for the business efficiency and competitiveness. The risk literature do not discuss identification and handling ofproject risk in building- and construction companies to a large extent, which has led us to investigate how project risk can be treated and handled in Swedish building- and construction companies. Purpose: The purpose of this thesis is to cover and describe business risk in Swedish building- and construction projects with focus on different risks and risk tools, and also to modify a model for evaluating the business risk maturity. Realization: This thesis has both traces of a case study and a cross-section study and examines eight different companies that are active in the building- and construction business.

The deregulation during the last decade within the airline businesses have called upon a more fierce competition among airlines. This fact forces airlines to continuously focus on service development in order to offer attractive solutions to satisfy customers changing needs and stay competitive. This paper focuses on service development at Scandinavian Airlines. The aim of this case study is to examine the sources of information used in service development and new service development at Scandinavian Airlines. Further the aim is to examine whether information derived from customers can be shown to play a more important role in either service development or new service development.

How does IT-consultants reason in their consulting process regarding the development of a clients IT-based internal recruitment system? The purpose with this paper is to investigate how an IT-consultant is reasoning in a consulting process and investigate whether consultants are using established models and methods in their work. We have chosen to work with a qualitative examination to attain our purpose. In our work gathering the empirical facts we have been working with a case study, an observation and a simulation exercise. The combination of these has made it possible to carry out the paper and produce the most correct data possible. Conclusion: We state that IT-consultants do not use any theory-based methods, they use process methods created by themselves and their company.

The main environmental problem for aviation is the great amount of exhaust gases, mainly nitrogen oxides, carbon monoxide, carbon dioxide and hydrocarbons - mostly "greenhouse gases" leading to climate changes. I decided to sort out what is being done to decrease these problems and what regulations there are concerning air pollution by the means of searching the internet and using publications from aviation authorities for current figures. I chose to scrutinize authorities on political, authority and company level, resulting in summarizing the work of UN and EU respectively, ICAO (International Civil Aviation Organization), JAA (Joint Aviation Authorities) and LFV (Swedish Civil Aviation Authority), and finally SAS, representing the airline companies. Conclusion that I have drawn are thatthere are regulations for air pollution, written down in ICAO's Annex 16, that are to be followed. Secondly, LFV are environmentally controlling their nineteen airports and since economy is an important reason for not giving priority to environmental issues in aviation emission charge and noise charge are added to the landing fees.

Syfte: Genom att genomföra en studie angående vilka råd i marknadsföring som ges av rådgivare och vilka råd i marknadsföring som småföretagare får vill vi ta reda på vilka kommunikationsproblem i informationssyfte som existerar i en dialog kring marknadsföring mellan nystartande rådgivare och småföretagare. Metod: Vi har använt oss av den kvalitativa metoden med ostrukturerade personliga intervjuer. Vi har intervjuat fyra rådgivare och sex företagare. Slutsatser: Den skilda synen på marknadsföring mellan rådgivarna och företagarna orsakar kommunikationsproblem mellan de båda aktörerna. Kommunikationsproblemen beror till stor del på de olika kunskapsnivåerna..

Background: The business market today is characterized by tough competition amongst the competitors to capture consumers? interest and money. One marketing tool companies can use to achieve this is the company?s image. The customer buys not only a product, but also the image that the company or the product is associated with.

I dagens samhälle är majoriteten av våra tillgångar digitaliserade och bevarade i olika typer av informationssystem. Genom Access Control (sv. behörighetsstyrning) säkerställs att användare får korrekt åtkomst till dessa tillgångar. I takt med att organisationer genererar allt mer affärskritisk data i sina informationssystem har dock hanteringen av användare och behörigheter komplicerats. En modern genre inom begreppet informationssystem som länge visat ökad tillväxt är Business Intelligence (BI).

The structural rationalization of rural firms in Sweden has led to many new creative ways of developing companies. The agriculture sector is characterized by the need of capital in form of buildings, labor and inventory. The rationalization process has led to free capacity in rural firms when new technology make buildings and inventory not longer necessary for the production process. To get a better cost coverage this free capacity can be used to start-up new business areas that help the rural firm to growth.The study aims to identify factors that motives entrepreneurs in rural firms to develop new business areas. The purpose is also to analyze driving forces that lies behind development of rural firms and the forces that support or not support development in rural firms.The study is built upon five cases that all can be categorized as firms with different size and orientation.

This thesis was conducted to assess how the privatization of Iran Air process managed in last efforts and how should it be in right way. It increases the knowledge about privatization in Iran and the need for it. Iran air as our case study is a flag-carrier airline company that is protected by government regulations and subsidies. We try to find the reasons for failure of privatization in Iran Air and their attempt on privatization.The method used to collect data was a qualitative methodology, consisting of semi-structured interviews with relevant managers, and knowledgeable professors and the official sites and press. In conclusion, we find that privatization is an important need for Iran Air Company and the main problems that are against Iran Air can be categorized to political, financial, and social.

Title: The auditor?s recommendations to small businesses in the choice of K2 and K3Authors: Christopher Dimovski and Dennis Carlsson Published: Spring 2014 Background: The background of this study is the introduction of the new K-regulations. For small businesses, there is a possibility to choose between the rule-based K2 and the principal-based K3. It becomes mandatory to apply the K-regulations from 2014. We want with this study understand and explain the significance of the auditor and its recommendations to small businesses in the choice between K2 and K3. Aim: The aim of this study is to describe how the auditor makes recommendations to small businesses in the choice between K2 and K3 and through that create an understanding of what influence the auditor have when it makes recommendations and at the end contribute to the building of models. Formulation of problem: How can we understand and explain the auditor?s recommendations to small businesses in the choice of K2 and K3?Methodology: We have used a qualitative method where we have interview eight auditors.