Background: Online shopping is now the most popular way to spend. It haschanged people's consumption habits. In this change, customer satisfaction hasplayed a crucial role. Therefore, this paper studies the impact of online shoppingon customer satisfaction. The researchers analyzed it from three perspectives:efficiency, electronic service quality, and brand image. Explain how each ofthese three aspects affects customer satisfaction. Purpose: The purpose of this paper is to explain how three factors related toonline shopping (Efficiency, E-Service Quality, and Brand image) affectcustomer satisfaction through a quantitative research approach. Methodology: This study follows the structure of deductive research. Therefore,researchers used quantitative methods to study this project. The researchersdesigned an online questionnaire and selected generation Z (18-27 years old) asrespondents for this study. In the end, They received 80 responses. After theresearchers cleaned and coded the collected data, they entered the SPSSsoftware for analysis. The analysis content mainly includes multiple linearregression, descriptive statistics, and Cronbach's alpha and correlation analysis.It organizes the results of the multiple linear regression analysis into a resultstable and shows whether the hypothesis was rejected. Findings: In the three aspects, efficiency and brand image have a positive andsignificant impact on customer satisfaction. But e-service quality has nosignificant impact on customer satisfaction.

Sensory marketing is a broad concept that can be used as a marketing tool. The sensory marketing can be used in different ways and in different environments. The most common use for sensory marketing in a B2C environment where the customer can interact with their senses more.But how do B2B companies comprehend sensory marketing in a digital environment. The use of sensory marketing is a hard marketing tool to use when applying it to the digital environment. Therefore, the purpose of this thesis has been to examine how B2B companies can implicate sensory marketing in digital marketing and how it can affect their brand image.  The research questions were to be answered by using qualitative case study where eight different industries within the B2B companies participated in semi-structured interviews.  Using the qualitative method to get a more in-depth understanding of how different industries within the B2B companies use sensory marketing is the right choice for collecting correct data. Later in the thesis the collected data is going to be analyzed and discussed with the theory for the purpose to see similarities and differences.  The conclusion of this explains to those B2B companies that were interviewed for this thesis, that the use of sensory marketing is not a conscious decision. The companies use vision and hearing as a subconscious method of spreading awareness about the companies. Although the B2B companies feel it's hard to imply for the business the choice of using the other sense is not aucurrent for their business.

This study aims to evaluate how Rögle BK:s work with CSR affects their sponsors relation to their sponsorship cooperation.  We do this via a quantitative and qualitative analysis of the club’s sponsors. Since Rögle BK have many sponsors, we put the limit to be included in this study at 90 000 SEK in sponsorship-money per year. Out of 158 possible survey respondents we received 73 answers. Out of the 73 respondents, 4 of them were selected to an interview. The selection for interview participants was chosen from the type of business they operated in, as we looked for variation of companies in the interviews.  We used the theory Brand Image Transfer in order to understand the reasons for companies to enter a sponsorship coorperation with Rögle BK and if Rögle BK:s work with CSR had any impact on this. The study found that Rögle BK:s work with CSR is appreciated by the sponsors but it is not the main reason for their decision to enter a sponsorship cooperation with the club. This could be because Rögle BK:s business network (which is available for all sponsors who have a sponsorship deal worth 90 000 SEK or more) is very appreciated and is believed to increase the business for the companies that are in the network. Another reason why Rögle BK:s work with CSR don’t seem to be the  one of the most important reasons for sponsorship cooperation could be the lack of communication related to it or that CSR in sport is a relative new phenomenon. However, Rögle BK:s work with CSR have had some impact, as most sponsors like the initiative and one sponsor would have left if it hadn’t happened and another sponsor joined because of it. Our assumption based on the accumulated knowledge from previous researches and this study is that Rögle BK:s work with CSR will be of a greater dignity later on, as more companies are getting more aware of the importance of sustainability.

Startups face a wide range of opportunities and challenges when it comes to building their brand value and by extension brand image, due to possessing both limited financial and human resources. Hence, developing a distinct and enduring brand is a critical competitive imperative for them. Evidence exists to suggest that co-creating brand value is an effective means of achieving this. This paper looks at how startups can co-create brand value, through the medium of social networks, that may lead to a favorable brand image. This thesis study adopts interpretivism as its main research philosophy. The thesis is based on inductive reasoning and qualitative research methods through multiple case study research, with a combined research design of explorative and descriptive. The study uses semi-structured interviews and a literature review to collect primary and secondary data. This study suggests that co-creation is a creative and innovative strategy. It is used by companies to co-create brand value through social networks, where factors such as trust, accessibility, flexibility, and commitment, play a substantial role for engagement and brand image building through co-creation.

Date: 3 June 2021 Level: Bachelor Thesis in Business Administration, 15 cr Institution: School of Business, Society and Engineering, Mälardalen University Authors: Battha Mohammed Jargalsaikhan Erdenebulgan                     (93/06/10)               (99/12/14) Title: The affect of eWOM on the brand image and purchase intention Tutor: David Freund Keywords: Electronic word of mouth (eWOM), word of mouth (WOM), brand image, smartphone Research question: Does eWOM affect a brand image? Purpose: The purpose of this research study is to determine eWOM affects on brand image concerning smartphone industries in Sweden Method: To fulfill the purpose of the research study used quantitative method. The quantitative method is used by applying questionnaires to collect the empirical data to answer the research question. A sample size of 168 respondents was selected and statistical analyses were carried out to show the distribution of the collected data. Conclusion: The study found that there is a strong affect of eWOM on the brand image of the smartphone industry in Sweden. The study concludes that it is important for firms and brands to invest in their technological marketing platforms where they can respond to customer concerns immediately.

AbstractKeywords: Brand image, brand identity, sponsorship, betting, football, branding. Purpose: How does Swedish Elite Football (SEF) work with its main sponsors Unibet and OBOS based on its brand identity and how is this perceived through brandimage? Methodology: The study is based on a qualitative approach. With semi-structured interviews and document analysis, we have collected material that has been processed through a thematic analysis. Theory: Theoretical starting points in this study are the concepts of brand image, brand identity and positioning. Results and conclusions: Previous research showed that gambling addiction and a normalization of betting were consequences formed in England since 1992 after a high exposure of gambling companies. This led to unhealthy betting behaviour, especially among adolescents, which may have affected the league's reputation. In our analysis, we investigated SEF's use of a privately owned gaming company as the main sponsor from a brand perspective. Based on SEF's brand identity, the organization will now be associated with Unibet in their exposure and marketing, which also means that their association will fall on SEF. Thus, SEF needs to create a good brand image for the gaming company, which it tries to do through different types of projects. Hemmaklubben and Unicoach are social projects that will develop Swedish football by, for example, training coaches further to develop better own products from the academies. SEF and Unibet have also initiated work against gambling addiction. They explain the project as that the problem is something that affects both organizations and should therefore be solved by the organizations. In this way, they want to inform the public that there are many benefits to the new collaboration, which are factors that strengthen SEF's identity. Based on our review of previous material, we can ́t see any previous studies where private betting companies as the main sponsor of a league social projects have done to counteract unhealthy betting behaviour, which SEF and Unibet do. From this point of view, we believe that the view of SEF's brand is partly dependent on the results the social projects will show. At present, SEF believes that they have received a positive response after turbulent discussions when the collaboration became official. Social projects have calmed the storm and supporters are probably waiting for the consequences of the values the collaboration can have. Thus, brand identity is probably dependent on positive results of the projects to be able to show that the organizations do have a value for Swedish Elite Football. This will then lead to a perception (brand image) about the organization. In further studies, we would like to see further research5on the organization's brand image to see how this has actually been received by supporters of SEF and whether the projects have been successful or not.

El tema de la presente investigación se centra en las “Impacto de la experiencia de Realidad virtual en la imagen de marca en capacitaciones B2B”. Para su desarrollo, el contenido se ha dividido en tres partes: introducción, tres capítulos (marco teórico, metodología y campo) y finalmente, conclusiones (discusión e implicancias que se han encontrado en la investigación). La Realidad Virtual es un tipo de tecnología que está despertando el interés de muchas empresas por su gran potencial estratégico. La experiencia VR permite penetrar en la mente del consumidor por las posibilidades de generar una experiencia vivencial de forma audiovisual de gran impacto. Gracias a ello, apareció un nuevo uso enfocado al B2B como maquinaria, capacitaciones y showrooms de muestra. El presente estudio se enfoca específicamente en las capacitaciones por ser rentables específicamente para el sector minero por el transporte a las minas que están a fuera de la ciudad. Además, abarca la imagen de marca como tema de marketing por lo mismo que para las empresas dedicadas al B2B les es relevante el estatus. A partir de ello, se desglosa en un análisis de calidad, inmersión, esfuerzo del cliente, satisfacción y notoriedad. El diseño es no experimental de corte transversal y alcance correlacional debido a que se observa y detalla la característica de dos acciones en momentos específicos. Asimismo, se utilizó un enfoque mixto, es decir cualitativo y cuantitativo. Los descubrimientos a nivel cualitativo y cuantitativo indican que la relación es significativa; sin embargo, la teoría muestra que ciertos factores tienen una mayor significancia que en la tropicalización no corresponden de igual forma. / The subject of this research focuses on the “Impact of the Virtual Reality experience on the brand image in B2B training”. For its development, the content has been divided into three parts: introduction, three chapters (theoretical framework, methodology and field) and finally, conclusions (discussion and implications that have been found in the research). Virtual Reality is a type of technology that is awakening the interest of many companies for its great strategic potential. The VR experience allows you to penetrate the mind of the consumer by the possibilities of generating an experience of audiovisual experience of great impact. Thanks to this, a new use focused on B2B appeared as machinery, training and sample showrooms. This study focuses specifically on training because it is profitable specifically for the mining sector due to transportation to mines that are outside the city. In addition, it encompasses the brand image as a marketing theme for the same reason that for companies dedicated to B2B, their status is relevant. From this, it is broken down into an analysis of quality, immersion, customer effort, satisfaction and notoriety. The design is non-experimental with a cross-sectional and correlational scope because the characteristic of two actions is observed and detailed at specific times. A mixed approach was also used, that is, qualitative and quantitative. The qualitative and quantitative findings indicate that the relationship is significant; However, the theory shows that certain factors have a greater significance than in tropicalization they do not correspond in the same way. / Trabajo de investigación

Sammanfattning Titel: Från student till fastighetsmäklare – En kvalitativ studie med inblick i rekryteringsprocessen    Nivå: C-uppsats i ämnet företagsekonomi   Författare: Jonatan Hallqvist och Linus Ottosson Hahne    Handledare: Agneta Sundström och Benny Berggren   Datum: Maj 2020   Problematisering och Syfte: Forskningen idag verkar begränsad gällande strategier och kommunikation från fastighetsmäklarföretag mot blivande fastighetsmäklare med syfte att rekrytera. Syftet med studien är därmed att öka förståelsen för hur säljande organisationer använder olika marknadsföringsstrategier med mål att rekrytera studenter samt att förklara deras arbete med varumärkesförmedling.   Metod: Undersökningen har sin grund i en kvalitativ forskningsmetod. Den teoretiska referensramen är uppbyggd på tidigare studier och det insamlade empiriska materialet är utfört med hjälp av semistrukturerade intervjuer. Studien antar en induktiv ansats.   Slutsats: Slutsatsen som dragits genom denna studien är att förmedlingen av en autentisk varumärkensbild är en viktig komponent för att lyckas fånga studenters intresse och bygga relationer som sedermera måste vårdas.   Förslag till vidare forskning: De förslag som givits gällande vidare forskning handlar om att testa den andra sidan i rekryteringsprocessen som undersökts. Dessutom att testa samma process i ett annat land med liknande utbildningskrav för den berörda branschen.   Studiens bidrag: Studien bidrar med en ökad förståelse och kunkap om hur viktigt arbetet med förmedlingen av en trovärdig och autentisk varumärkesbild är i rekryteringsarbetet gentemot studenter. Genom denna studie ges en inblick i hur fatighetsmäklarföretag applicerar trovärdighet och autenticitet i sitt rekryteringsarbete. Därmed bekräftar resultatet av denna studie tidigare teorier inom området. Dessutom ger studien praktiska råd för att lyckas bättre med processen att rekrytera. Detta i form av vikten att vårda relationer, använda befintlig personal vid förmedlingen av varumärkesbilden samt betydelsen av att förmedla en autentisk och trovärdig varumärkesbild.     Nyckelord: Rekrytering, rekryteringsprocessen, varumärkesuppfattning, brand image, employer branding, kommunikationsstrategier, kommunikation.

La comunicación de marcas sigue proyectando a la mujer como un objeto de deseo, que tiene como fin la venta de un producto, definido autores como marketing de belleza. Sin embargo, existe un tendencia internacional llamada “Real Beauty”, Belleza Real en español, el cual demuestra que la belleza no es única y estándar, es diferente y especial por persona. Asimismo, debido a la facilidad de acceso a la información, por la evolución de medios, los consumidores se tornan más exigentes frente a las marcas. De tal manera, es que el objetivo de la investigación es identificar qué variables de las acciones de promoción digital, siendo el uso de videos y uso de influencers, presenta mayor relación frente al posicionamiento basado en imagen de marca, enfocado al Real Beauty en el sector de moda femenina. Para ello, se realizará el análisis cualitativo, realizando entrevistas a profundidad, siendo 19 preguntas divididas en 3 bloques al target y 17 preguntas divididas en 2 bloques a cada experto, y el cuantitativo, realizando una encuesta, basada en 22 anunciados, dirigida a una muestra de la población. La muestra evidenció importantes hallazgos frente al estudio cualitativo, porque efectivamente, consideran que el concepto Real Beauty debería ser mejor implementado en las marcas del sector investigado, generando un vínculo más allá de lo transaccional, buscando un vínculo emocional. Por lo cual, consideran importante y efectivo el uso de diferentes estrategias para ello, como el uso de videos o influencers, generando un buena imagen y posicionamiento en la mente del consumidor. Teniendo en cuenta que en los hallazgos cuantitativos, por medio la regresión lineal múltiple, se pudo aterrizar los resultados cualitativos, indicando que el modelo indicado de analizar comprende ambas variables, es decir, que las estrategias de promoción analizadas tienen relación frente a la imagen de marca, sin embargo, una es más relevante e influyente. Debido a ello, es que la presente investigación tiene una utilidad práctica para la industria de la moda femenina. Asimismo, resulta funcional frente a la toma de decisiones en relación a la implementación estrategias de promoción digital. / Brand communication continues to project women as an object of desire, whose purpose is to sell a product, defined by authors as beauty marketing. However, there is an international trend called "Real Beauty", which shows that beauty is not unique and standard, it’s different and special per person. Also, due to the ease of access to information, due to the evolution of media, consumers are becoming more demanding towards brands. Therefore, the objective of the research is to identify which variables of the digital promotion actions, being the use of videos and the use of influencers, have a greater relationship with the positioning based on brand image, focused on Real Beauty in the women's fashion sector. For this, the qualitative analysis will be carried out, making in-depth interviews, being 19 questions divided in 3 blocks to the target and 17 questions divided in 2 blocks to each expert, and the quantitative analysis, making a survey, based on 22 announced, directed to a sample of the population. The sample showed important findings compared to the qualitative study, because indeed, they consider that the Real Beauty concept should be better implemented in the brands of the investigated sector, generating a link beyond the transactional, looking for an emotional link. Therefore, they consider important and effective the use of different strategies for this, such as the use of videos or influencers, generating a good image and positioning in the mind of the consumer. Taking into account that in the quantitative findings, by means of the multiple linear regression, it was possible to land the qualitative results, indicating that the indicated model to analyze includes both variables, that is to say, that the analyzed promotion strategies have relation in front of the brand image, nevertheless, one is more relevant and influential. Because of this, the present research has a practical utility for the women's fashion industry. Likewise, it is functional in relation to decision making in relation to the implementation of digital promotion strategies. / Tesis

Branding has become increasingly important in order to distinguish a brand from numerous competitors in the fashion industry. An effective way to differentiate the brand from others has shown to be through the brand image, which is why managers should work on sustaining a positive brand image. Managing brand image through different sales channels has become even more important due to the rise of multi-channels. The integration and effort of offline and online channels can result in both enhanced purchase intention and brand image. Previous literature has shown how purchase intention can be derived from the level of congruity between the consumer’s self-image and the brand’s image. Despite this, most previous research is conducted from a company perspective, why this research intends to provide theoretical contributions from a consumer perspective. This is particularly important for fashion brands, as for the ever-changing and highly competitive characteristics of the fashion market. Furthermore, an understanding of consumers’ perception of brand image in different sales channels has been missing in previous research. Therefore, the aim of this research is to investigate how consumers perceive brand image of multi-channel fashion companies for the purpose of providing insight into how brand image should be managed through different channels. Using a qualitative perspective, this explorative research conducts ten semi-structured interviews with women and men between the ages of 18 and 63, that are experienced within fashion consumption in online and offline channels. Analysis of the research findings indicates that there are 13 attributes that consumers consider as most prominent for brand image; six offline attributes and seven online attributes. For the offline image, it emerges that the surrounding environment, products and collections, price and value, store personnel and service, reputation are prominent attributes. For online, easy access and navigation, design and aesthetics, merchandise description, price and value, communication, services and reputation are prominent. It is also found that interviewees find it highly important that the image is consistent through different channels so that the brand conveys a holistic image.