<p>This thesis aims to increase the understanding for how customer satisfaction is created in business-to-business relationships in the copying machine and IT sector. A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in business-tobusiness settings. In order to accomplish this, one company in the copying machine and IT sector has been used as a base and its customers have been the focus of the study. The results show that if the expectations the customers have of the product are met, the customers are likely to be satisfied. Furthermore, parts that have a high influence on customer satisfaction are technical support, the products’ quality, the product’s user-friendliness and availability of the staff. The part that contributed the most to customer satisfaction was how the staff treatedthe customers. The parts which contributed the least were selection of products, handling of invoices and delivery times.</p>

<p>This thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze and research about the role of service quality for creating customer satisfaction and we want to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as satisfaction or lack of satisfaction. The specific questions that are researched in this thesis are:<strong> </strong></p><ol><li>What expectations does customer have on Destination Gotland’s service quality to become satisfied?</li><li>What perceptions does customer have about the service quality at Destination Gotland?</li><li>What are the differences between expectations and perceptions (gap 5 in the SERVQUAL-model)?</li></ol><p>The survey is constructed as a case-study and is based on the quantitative method. The results from the different dimensions show that there is a gap between expectations and perceptions which means that the customers are not fully satisfied about the service quality at Destination Gotland. On the other hand, the main respondents said yes on the question if they think the service meet their expectations. From the overall result in the statements we can see that there are several gaps between expectations and perceptions which means that the service quality do not fully meet the expectations. The result shows a total gap at -0,39.</p>

Through the years customer orientation is an area of marketing that has received much attention. One of the key aspects of customer orientation is the “ability of the salespeople to help their customers”. There has been research on how salesperson’s behavior influences customer orientation. However, previous research has been conducted on the business unit level. At the moment there is no research done on how a salesperson’s individual behavior affects a company’s overall customer orientation. Therefore, this dissertation will try to fill the research gap on how salesperson’s individual behavior affects overall customer orientation.The study is performed on the three major electronic retail stores in the Swedish market. Twelve types of behaviors were selected and were tested with the mystery shopper method and observations of customers in the stores. Two other behaviors of salespeople were discovered. The results show that many of the behaviors described in theories do apply to salesperson’s individual behavior. However, there are some behaviors that are more common than others. The conclusion is that even though there are some common salespeople behaviors, it is very individual how salespeople behave towards customers.

Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research. Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions. Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.

Syfte: Denna uppsats syftar till att göra en undersökning bland Länsförsäkringars kunder, vilket är intressant då försäkringsbranschen säljer en produkt som det inte går att ta på och som kunden betalar för trots att han eller hon troligtvis aldrig kommer att använda produkten och faktiskt helst inte ens vill utnyttja densamma. Syftet med arbetet är att undersöka följande: • Varför stannar Länsförsäkringars befintliga kunder kvar inom företaget? • Varför väljer en person att bli kund hos Länsförsäkringar? • Tycker kunderna att det är viktigt att ha bank, försäkring och liv inom samma bolag? • Tycker kunderna att det är viktigt med en ”egen” personlig kontakt hos sitt bolag? • Vad är det för likheter samt olikheter mellan Länsförsäkringars kunder i Gävle, Bollnäs och Söderhamn? Metod: För att utföra studien har ett flertal olika tillvägagångssätt utnyttjats: 1. Litteraturstudie 2. Enkätundersökning 3. Statistisk bearbetning av enkätsvaren Resultat &amp; slutsats: De viktigaste slutsatserna som jag har kommit fram till är följande: • Länsförsäkringars nya kunder värdesätter priset mest medan däremot de befintliga kunderna värdesätter personal och service mest. • Länsförsäkringar måste marknadsföra fördelarna med konceptet bank, försäkring och liv inom samma bolag för att det ska kunna fungera som ett konkurrensmedel. • För att Länsförsäkringar ska lyckas med att införa en ”egen” personlig kontakt måste fördelarna med detta marknadsföras till kunderna. • Några väsentliga skillnader kan inte utläsas mellan orterna Gävle, Bollnäs och Söderhamn. Förslag till fortsatt forskning: • Att genomföra djupintervjuer eller en enkätundersökning bland de kunder som har lämnat Länsförsäkringar för att se varför de lämnade företaget. • Att genomföra ytterligare studier på de 40 procent av de nya kunderna som valde Länsförsäkringar för prisets skull. Verkar de representera en grupp människor som ofta byter bolag för att få lägsta pris? Uppsatsens bidrag: Uppsatsen ger dels Länsförsäkringar, men även andra som är intresserade, möjlighet att få en inblick i vilka av Länsförsäkringars konkurrensmedel som uppskattas av deras kunder. / Aim: This thesis aims to study customers of Länsförsäkringar. This study is interesting because insurance companies sale invisible products. Even the customer who pays for a product, is not probably going to use or want to use it. The aim of my paper is to investigate the followings: • Why do the existing customers of Länsförsäkringar stay with the company? • Why does a person chose to become a customer at Länsförsäkringar? • Do the customers find it important to have bank, insurance and life with the same company? • Do the customers find it important with a personal contact of their own at their company? • What similarities and differences are there between the customers of Länsförsäkringar in Gävle, Bollnäs and Söderhamn? Method: To conduct this study I have made use of several different procedures: 1. Study of literature 2. Questionnaire survey 3. Statistical work on the questionnaire Result &amp; Conclusions: The most important conclusions that I have come to see are the following: • The new customers of Länsförsäkringar seem to value price the most while the existing customers value staff and service the most. • Länsförsäkringar has to market the benefits with the concept bank, insurance and life within the same company in order to make it work as a competitive advantage. • To succeed with implementing a “personal contact” Länsförsäkringar has to market the benefits of it to the customers. • No major differences can be found between the localities Gävle, Bollnäs and Söderhamn. Suggestions for future research: • To carry out more thorough interviews or a questionnaire survey among the customers who have left Länsförsäkringar in order to see why they left the company. • To conduct further studies of the 40 percent of the new customers who choose Länsförsäkringar for the sake of the price. Do they seem to represent a group of people who often switch companies in order to get the lowest price? Contribution of the thesis: The thesis gives not only Länsförsäkringar, but also others that are interested, an opportunity to get an insight in which of Länsförsäkringar competitive advantages that are appreciated by their costumers.

Abstract In 1974 - 81 Björn Borg conquered the tennis courts and his opponents around the world (International Tennis Hall of Fame, 2006). Today Jonas Björkman, Robin Söderling and Joachim "Pim-Pim" Johansson are the most successful Swedish tennis players according to the ATP ranking (2007). Svenska Tennisförbundet (2007) has a vision, that through the engagement of tennis clubs around Sweden secure the position as a world leading tennis nation. Bankeryd Tennisklubb is one of those engaged tennis clubs and is situated in Bankeryd, a smaller village in the outskirts of Jönköping. The organization was established in 1958 and has 230 members. They are striving to achieve a feeling of “we” among its members (Bankeryds Tennisklubb, 2007). Bankeryd’s Tennisklubb wants to find out what their core activity is and if this is clear to their members. Therefore the purpose of this thesis is to examine the core activity of Bankeryd’s Tennisklubb to improve and strengthen the organization’s brand. Core activity within business and organizations is the inner core of importance, the main thing about a service or a product according to Eagan and Harker (2005). This is in turn dependent on the core competencies discovered within the organization (Beech &amp; Chadwick, 2004). The theoretical framework also includes brand management and since the core activity of BTK is interrelated with the brand BTK the two concepts are not separated. To answer the purpose a questionnaire was distributed among the members of Bankeryd’s Tennisklubb. To get a deeper understanding about the feelings of the members, four focus groups were carried out. The data collected was then analyzed with the support of the theoretical framework. From the analysis it was found that the members thought the core activity of BTK should be the tennis practice and that the feeling of “we” at the club and that surrounding activities are less important. The deciding factor of whether or not to stay as members within the club was the quality level of the tennis practice. Conclusions drawn are that BTK should focus more on tennis practice but not be a professionalized club striving to reach the elite by themselves. With the “we” feeling and the corporate culture combined with knowledge about customer expectations on high-quality tennis practice they can build a stronger brand. / Sammanfattning Björn Borg, svensk tennis spelare som blev en av världens främsta tennis spelare, erövrade tennisbanor världen över 1974 -81 (International Tennis Hall of Fame, 2006). Idag är Jonas Björkman, Robin Söderling och Joachim ”Pim-Pim” Johansson de mest framgångsrika svenska tennisspelarna enligt ATP rankingen (2007). Svenska Tennisförbundet (2007) har en vision att genom engagemang från tennisklubbar runt om i Sverige kunna säkra positionen som världsledande tennisnation inom en snar framtid. Bankeryds Tennisklubb är en av de klubbarna och finns i Bankeryd, en ort strax utanför Jönköping. Organisationen grundades 1958 och har idag 230 medlemmar. De strävar efter en ”vi” känsla bland medlemmarna och inom klubben (Bankeryds Tennisklubb, 2007). Bankeryds Tennisklubb vill gärna ta reda på vad deras kärnverksamhet är och om den är tydlig för deras medlemmar. Syftet med uppsatsen är därför att undersöka och förtydliga Bankeryds Tennisklubbs kärnverksamhet för att stärka organisationens varumärke. Kärnverksamheten inom företag och organisationer är den innersta kärnan; den huvudsakliga servicen eller produkten enligt Eagan och Harker (2005), som i sin tur är beroende av kärnkompetens som finns inom organisationen (Beech &amp; Chadwick, 2004). Den teoretiska referensramen förklarar även konceptet brand management och eftersom kärnverksamheten på Bankeryds Tennisklubb står i så pass nära relation till varumärket BTK separeras inte de två koncepten. För att kunna besvara syftet med uppsatsen gjordes en datainsamling genom en enkätundersökning bland medlemmarna på Bankeryds Tennisklubb. Fyra fokusgrupper genomfördes sedan för att få en djupare förståelse för medlemmarnas tankar och känslor. Den insamlade informationen analyserades sedan utifrån och med stöd av den teoretiska referensramen. Analysen visade att medlemmarna ansåg att kärnverksamheten inom BTK skulle vara tennisträning och att “vi”-känslan framstod som mindre viktig. Faktorn som avgör om medlemmarna stannar inom klubben eller ej är nivån på tennisträningen. Slutsatserna blev att BTK ska fokusera mer på tennisträning som främsta aktivitet, men inte bli en klubb som satsar på professionell tennis på egen hand. ”Vi”-känslan och den interna kulturen i kombination med kännedom om medlemars förväntningar på tennisträningens kvalité kan bygga ett starkt varumärke.

COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS:Peters Silvia Chigozirim. Elham Mazdarani. Flugsnappargatan 6, 3tr. Nybohovsbacken 99, 9tr. 72472, Västerås. 11764, Stockholm 0737225113. 0709391923 SUPERVISOR: LEIF SANNER TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB. BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services. In that, the customers and the employees are, engaged simultaneously in the production of the service. This inseparability is what is considered by the organization in choosing how best to serve its customers, either by the traditional method or through the empowerment approach. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as employee empowerment. The practice of which can directly affect the quality of services delivered, and customer satisfaction. PURPOSE: The purpose of this research is to ascertain the extent to which Länsförsäkringar Bank AB practices employee empowerment in their organization and how it impacts on service quality and customer satisfaction. RESEARCH METHOD: This research is based on a qualitative study. The authors’ have used both primary and secondary data to make a qualitative analysis, since this is a single-case study to enable them to fulfill the purpose of the research. CONCLUSION: Based on this research, the authors have found out that employee empowerment practices at LFB enable the employees to influence customers’ perception of service quality positively, due to their control over the service delivery process, which leads to customers’ satisfaction. Moreover, LFB extensively practices employee empowerment through the actions and practices of human resource management and top management. The nature of the organizational structure also influence the character of the services delivered through their employees regarding the free flow of information all around the bank.

In recent years, the internet shopping development is quite developed, what every shopping website developed is quite ripe too, and 3C products occupy sizable rates in the internet shopping. So I want to study that 3C shopping website influences factor that influencing consumers¡¦ will to use the internet shopping. This research base on demography and knowledge about 3C products to create the cause-effect model of electronic service convenient, electronic service quality, customer satisfaction, and purchase intention. Through statistics software, probe into the relationship, electronic service convenient, electronic service quality, customer satisfaction, and purchase intention in the internet. In order to have close look to on customer needs is essential. Overall, the entire model fit is acceptable. It is pointed that the whole theory model of this study completes the standard of the fit test. To sum up, the results shows the indeed influential relationship among the four concepts.The customer satisfaction is the most important factor that negative effect purchase intention in the entire model. The second factor is electronic service quality. And electronic service convenient only leads a positive effect on purchase intention via electronic service quality and customer satisfaction. However, the effect is very small.

This thesis aims to increase the understanding for how customer satisfaction is created in business-to-business relationships in the copying machine and IT sector. A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in business-tobusiness settings. In order to accomplish this, one company in the copying machine and IT sector has been used as a base and its customers have been the focus of the study. The results show that if the expectations the customers have of the product are met, the customers are likely to be satisfied. Furthermore, parts that have a high influence on customer satisfaction are technical support, the products’ quality, the product’s user-friendliness and availability of the staff. The part that contributed the most to customer satisfaction was how the staff treatedthe customers. The parts which contributed the least were selection of products, handling of invoices and delivery times.

The customer satisfaction and loyalty for Swedbank have in a recent study shown to be among the lowest for all banks in relation to corporate customers. Since there is not much interaction with small enterprises compared to mediumsized and large enterprises and a vast majority of customers are small corporations, there was a need to focus on this seg-ment and find what they believed was in need of improvement. This study was conducted in cooperation with Swedbank in Gothenburg. The authors worked as consultants with the base of the satisfaction and loyalty study conducted by SKI in October 2006 and performed a case study where 25 randomly chosen small enterprises in the Gothenburg-region were interviewed by telephone. The stated purpose of this thesis is to investigate what aspects of relationship quality and service quality Swedbank Gothenburg’s small corporate customers are not fully satisfied with and how to improve them to ensure customer satisfaction and loyalty. The authors developed a model called the customer loyalty model, identifying the drivers of Total Perceived Relationship Quality and Total Perceived Service Quality which in turn determine an organisation’s image. The image has an impact on customer satisfaction and loyalty. Four key areas where service failures might occur are the basis for the research questions: the performance of the account manager, the performance of other employees, perception of the bank and perception of the services provided. Further, a fifth research question was posed to answer how to improve the possible lack of satisfaction. Based on the empirical findings the authors could conclude that the customers should be the primary focus for Swedbank by developing a stronger serviceoriented culture. A way to improve the problem of the frequency of contact between corporate client and account manager is to divide small corporate clients into sub-groups according to their different needs. Furthermore, the account managers having interest in and knowledge about the corporate clients are of importance. This can be done by visiting clients at their place of business and have continuous education to develop the account managers’ competence. There is a need for customised solutions for different corporate clients and this could be achieved by keeping an on-going discussion with each client. Furthermore, the accessibility of the account managers and the length of the decision-making process need to be im-proved. This can be accomplished by for instance longer opening-hours and more frequent group meetings.