157 uppsatser · sida 2 av 11
en fallstudie på Handelsbanken och Skandinaviska Enskilda Banken i Skellefteå
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 …
en praxisstudie om orsaker till skillnader i bedömningar vid förvaltningsrätterna
Since the nineties the words customer, effectiveness and quality have become part of everyday school life. Municipalities? makes regular customer surveys to measure both independent schools as municipal schools ' quality. A common method for customer research and background …
när en tjänst går från att vara avgiftsfri till att bli avgiftsbelagd
Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans Lundberg Course: Bachelor thesis in business administration, 15 Credits (15 …
… method in order to gain sales and increase margins is to influence existing customers to buy more with the use of suggestive selling. The purpose of this paper, was to further examine the different effects of suggestive selling with the use of complementary versus non- …
… thesis is to describe the importance of factors that can have an impact on customer satisfaction on the basis of a relationship perspective. To do this the author has looked into a company called Q-steps and conducted an investigation on their costumers opinion of their …
… have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential …
… have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential …
En kvantitativ studie av hur tatueringar på butiksbiträden påverkar kundnöjdhet
… this thesis is to evaluate whether or not tattoos have an impact on perceived customer satisfaction. We constructed an experiment where a service worker's physical appearance was manipulated. Our result indicates no significant impact of tattoos on customer satisfaction …
En utredning om åtgärder på en industrifastighet
… used to determine the energy loss. A good working environment is essential for customer satisfaction when indus-trial buildings are used as offices. The investigation was carried out through a literature review, oral sources and interviews with tenants. In order to improve the …
En vidareutvecklad modell baserad på modellerna American Customer Satisfaction Index (ACSI) och SERVQUAL
… SERVQUAL är vedertagen för mätning av servicekvalitet och modellen American Customer Satisfaction Index (ACSI) är vedertagen för mätning av NKI. Detta har legat till grund för arbetets problemformulering och syfte. Syftet med arbetet är att skapa en vidareutvecklad modell för …
The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this …
En fördjupning kring kunders reaktioner till ett erbjudande ur ett upplevelseperspektiv
In the end of the 20th century, there was an increased interest in creating customer experiences, especially in the service sector. At the same time, the number of visits to the Swedish cinemas is decreasing due to new distribution channels on the market. This study aims to …
Automatiserade och mänskliga servicemöten i komplexa tjänsteleveranser
… more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences …
En studie om kundens val av bank och kundlojalitet gentemot banken
Problem formulation: What factors influence the customer’s choice of bank? How is the customer loyalty towards the customer’s current bank? Purpose: The main purpose is to see what factors are definitive to the customer’s choice of bank and how strong the customer loyalty is …
- En studie om hur Sveriges storbanker arbetar för att skapa lojala kunder via digitala kanaler
… and services online. This means that there is less personal contact and that customer relations can be described as having gone from face-to-face to face-to-screen. Swedish banks have come a long way in terms of adapting its operations to customers? demand in a global …
