Syfte: Identifiera vad befintliga företagskunder vill ha för service. Detta för att banken ska behålla och vårda sina kunder samt skapa konkurrensfördelar.Metod: För att komma fram till svaret på vår problemformulering använder vi oss av intervjuer, enkäter och företagsbesök. Informationen vi får fram ur dessa jämför vi sedan med våra teorier.Slutsats: Kristianstads Sparbank har i nuläget ett serviceutbud som stämmer väl överens med vad deras företagskunder efterfrågar. Banken har lyckats väl med sanningens ögonblick då företagen generellt ger höga medelbetyg på den service som banken erbjuder. De mest intressanta slutsatserna har vi kunnat dra utifrån kommentarerna på enkäten.

An increasing amount of companies and organizations are starting to implement the use of cloud computing in their business. This trend results in that software, which was previously sold and distributed to the customers whom then had to install the software on their own computers, now is being replaced with Software as a Service (SaaS). SaaS makes software available through the customers? browsers, which results in that the service providers only have to administer a single application. The process to migrate a distributed application to a service delivered as a SaaS lacks sufficient investigation; this paper will provide some guidelines for conducting such a pro- cess.

This thesis presents the question of a possible breakthrough for mobile payment solutions in Sweden. The way payments are made and the way cash is being used in the society is changing. To be accepted as an alternative method, if cash isn't king anymore, the new technology will have to acquire user acceptance. In this thesis a case study of Swish, a mobile payment solution for P2P-payments, is presented. The focus of the study is customer value and technology acceptance of the service.

The aim of this study is to illuminate social worker?s perception of social class within the Swedish social service system. This study therefor examine if social class contributes to the production and reproduction of the client and what impact social class has on the interaction between client and social workers. The study was conducted with qualitative semi-structured interviews with social workers from three different departments of social service. The theoretical approach is Yeheskel Hasenfeld?s theory about moral practices in welfare organisations, Michael Lipsky and Roine Johansson?s theories about client construction and Pierre Bourdieu?s class theory.

Den elektroniska journalen är en del av distrikts- och sjuksköterskors dagliga arbete och ökar förutsättningen för ett patientsäkert arbete. Distrikts- och sjuksköterskor arbetar efter kärnkompetenserna informatik och säker vård, men brister i den elektroniska journalen kan påverka dessa negativt. Syftet var att undersöka sjuksköterskors och distriktssköterskors kunskap om och förståelse av att använda elektronisk journal i kommunal hemsjukvård. Metod: kvantitativ tvärsnittsstudie. Urvalet bestod av sjuksköterskor och distriktssköterskor från fem kommuner i Kronobergs län (n 67).

The main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

This thesis seeks to investigate how Swedish first class hotels by use of IT can improve customer service and thereby increase the share of loyal guests. The authors have conducted a qualitative study predominantly consisting of an interview-based case study at one of Stockholm?s largest independent hotels. To get a broader and more generalized picture of the hotel industry four smaller studies at other hotels in Stockholm were also conducted. The findings suggest that the use of IT can improve the communication between the hotel and its guests and make possible a continuing relationship between visits that strengthens guest commitment.

This report is about helping Q-Med AB in Uppsala to start its implementation of uncertainty of measurements analyses in their manufacturing department. Prior to this, the company relied solely on personal experience or did not take this uncertainty into consideration at all during different kind of measurements, which means that some of the processes that the company previously believed were within specified acceptance limits, will actually fail when considering these sources of uncertainties.Q-Med AB needed some sort of instruction to help the company, in a systematic way, to investigate different types of disorders that are affecting all kinds of measurements. This instruction includes a short summary about measurements and uncertainty of measurements in general and a detailed procedure about how these uncertainties are going to be handled in their daily work.The goal was to be able to use this instruction to systematically locate, eliminate (when possible) and analyze all kinds of disorders when measuring. Q-Med is using a lot of different types of instruments when measuring different types of quantities, including temperature, mass, pressure and density. This instruction will hereafter be used for every instrument, regardless of quantity and type of instrument.The instruction is tested through 4 different kinds of measurements, for mass, temperature and humidity.

Studien uppmärksammar det svenska företaget Jula, som vid en tidpunkt då tillväxt råder på den elektroniska marknaden, väljer att lägga ner den elektroniska försäljningskanalen, för att istället satsa på den fysiska försäljningskanalen. Forskare har de senaste decennierna fokuserat på att företag bör vara verksamma genom kombinerade försäljningskanaler, fysisk försäljning och elektronisk handel, för att nå framgång. Därmed har de inte haft fokus på att företag slutar driva kombinerade försäljningskanaler, vilket företaget Jula kan illustrera. Genom att studera företaget Jula, med hjälp av en intervju och sekundärdata, påvisas att forskare hittills inte beaktat väsentliga faktorer i praktiken, och att det idag finns företag som kan vara framgångsrika och konkurrenskraftiga utan kombinerade försäljningskanaler. Även faktorer som ligger till grund för valet av att inte bedriva elektronisk handel påvisas.

The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

Införande av en HR Shared Service-organisation syftar till att omfördela HR-funktionens personalarbete och separera det administrativa personalarbetet från det strategiska. Med hjälp av ny teknologi kan HR administration flyttas över till HR/IT-system och HR-arbetet kan i större utsträckning ske via självservice som hanteras av ledare och medarbetare i organisationen. Den senaste tidens forskning kring HR Shared Service och det nya sättet att leverara HR-service visar att gamla sampels- och handlingsmönster fortfarande lever kvar mellan ledare och HR-medarbetare. Uppsatsens syfte är att undersöka hur HR Shared Service har införts på ett Telekom företag och vilka konsekvenser det fått för ledarna på företaget.Den empiriska undersökningen har genomförts med en kvalitativ metod i form av 11 intervjuer med ledare och projektdeltagare för införandet av HR Shared Service-organisationen. Tre deltagande observationer genomfördes med avseende på hur ledare söker information på HR-portalerna.

This study examines how the local rescue services relate to the brand of the rescue service and the concept of brand management. To understand the attitudes against the brand and brand management, empirical data, theoretical modelling of brand and current laws have been discussed together in a try to get an overview how the rescue services practically works with the brand. The study results are based on a questionnaire survey and qualitative semi-structured interviews. The survey was sent to employees working with the communication of the rescue service. The interviews were held with two employees working with the communication of the rescue service and two fire chiefs.

The aim of this master thesis is to examine the attitudes among library staff regarding a music downloading service called Musikwebb, which is available in many Swedish public libraries. It focuses on the impact of Musikwebb on the process of music selection, the relationship between Musikwebb and the digital development in public libraries and what service Musikwebb offers its users. The gathering of material was executed through focus group interviews with library staff in four libraries. This empirical material we divided in three categories: Music selection, The Library and its digital services, and Library services. We use the results of Sanna Talja?s discourse analysis regarding the relationship between Music, Culture and the Library to analyze our material.

SAMMANFATTNINGSyfte. Utvärdera omvårdnadsdokumentationens kvalité och omfattning i elektronisk patientjournal på kirurgisk vårdavdelning. Metod. De senaste 60 journalerna från två kirurgiska vårdavdelningar valdes ut genom bekvämt urval. Varje journal lästes och bedömdes av båda författarna.

This master´s thesis is a comparative study of the importance of eight factors suggested in the literature to be related to the perceived utility of the service Book a librarian (Swe. Boka en bibliotekarie). Disciplinary differences were also analysed. 73 encounters between students and librarians in 11 Swedish academic libraries were studied using a survey. Six factors were significantly related (at the .05 level) to the utility of the service.