Aggregerade kundmissnöjen i informationssystem ? En fallstudie av Nordea Bank
AggregeringInformationssystemKlagomålMissnöjeInnehållsanalysNordea BankMISAggregateComplaintDissatisfactionContent analysisNordeaMIS.
Abstract ? ?Aggregate complaints in banks MIS?Date: June 8th 2012Level: Master thesis in Business Administration, 15 ECTSInstitution: School of Sustainable development of society and technology, Mälardalen UniversityAuthors: Abdulla Ahmed Ibrahim Alexis AnderssonTitle: Aggregate complaints in MIS ? A case study of Nordea BankTutor: Carl G ThunmanKeywords: Aggregate, complaint, dissatisfaction, content analysis, Nordea, MIS.Purpose: The paper aims to develop a model of how Nordea Bank can monitor customer dissatisfaction through aggregated dissatisfaction analysis. Furthermore, the study aims to identify improvement proposals in Nordea based on the developed model and conducted interviews.Method: This thesis consists of qualitative interviews. Personnel at the local office in Västerås has been interviewed as well as Nordea?s customer ombudsmen, former office employee at Nordea, data analyst, head of customer inquiries, Professor of database technology and also a researcher in language technology. A proprietary model was built based on the literature review constructed on variables that were expected to influence the monitoring process. The proprietary model was based on theory and formed the interview guide. The method that was used on the empirical data where ?cut and paste?. The method was used to be able to place the interviews under each appropriate heading. The analysis then compared the empirical data with theories from the literature review, to be able to conduct a revised model and come up with a number of suggestions for improvement.Conclusion: The model assumes wrongly that complaint and other grievances information can be integrated in the same process. There are several aggravating factors in Nordea's case; discontent information is in the current situation anonymous, it may be too small in scope for it to be profitable integrated or delivered in pre-packaged aggregate form. In this thesis, it became also clear that overall understanding should be based on a results-oriented attitude in which the results of the analysis provide employees with new insights to shape the monitoring process. Even at the central level, Nordea more often tends to follow up individual cases instead of analyzing them systematically in aggregate form, which the model does not take into account.