Kundnöjdhet är ett icke-finansiellt prestationsmått. Det kan kopplas till ett belöningssystem för att motivera och vägleda medarbetare samt främja en ökad ansträngning att skapa nöjdare kunder. Ytterligare forskning behövs kring vad som talar för respektive mot att denna koppling fungerar för att motivera medarbetare. Syftet med denna studie är därmed att skapa kunskap om hur medarbetare blir motiverade av att koppla kundnöjdhet till ett belöningssystem. Därför har en kvalitativ fallstudie genomförts där tio intervjuer med medarbetare på en organisation inom bank- och försäkringsbranschen utförts. Från tidigare forskning har det identifierats åtta faktorer som behövs för att skapa ett motiverande belöningssystem. Dessa är; reliabilitet, tydlighet, rättvisa, möjlighet till påverkan, kunskapsnivå, tätare mätpunkter, betydelsefull belöning och motiverande nivå. Av studien framkom det att, när kundnöjdhet mäts leder det till en ökad motivation att få nöjdare kunder. Dessutom ledde belöningssystemets uppbyggnad via den kollektiva belöningen till att medarbetare kände sig lika värdefulla vilket kan bidra till att skapa motivation. Dock upplevdes kundbedömningarna inte alltid som rättvisa och speglade inte medarbetarnas arbetsinsats och rättvisa verkar vara en viktig faktor för att skapa ett motiverande belöningssystem. De slutsatser som framkommit är att om ett belöningssystem inte innefattar de ovan nämnda kriterier som behövs för att få en motiverande effekt, kan belöningssystemet få en underordnad betydelse. Har ett belöningssystem inte en motiverande effekt på medarbetare kommer det inte heller driva oönskade effekter som manipulation och kortsiktighet som annars är möjliga. Även om kundnöjdhetsmätningen är icke reliabel och kundbedömningar kan upplevas som subjektiva och orättvisa, kan belöningssystemet i sin helhet ändå upplevas som rättvist och därmed motiverande. / Customer satisfaction is a non-financial performance measurement that can be connected to an incentive system to motivate and direct employees, as well as drive and increase efforts to create a higher customer satisfaction. More research is needed on what speaks for and against this connection to motivate employees. The purpose of this study is to create knowledge about employees being motivated by connecting customer satisfaction to an incentive system. Therefore, a qualitative case study was conducted in which ten interviews with employees from an organization within the banking and insurance industry. From previous research eight factors has been identified that are needed to create a motivational incentive system. These are; reliability, distinctness, justice, opportunity to influence, knowledge, more frequent measuring points, significant reward and motivational level. The study shows that customer satisfaction led to an increased motivation to get more satisfied customers. In addition, the structure of the incentive system, through the collective reward, led to everyone feeling valuable which can help to create motivation. However, customer assessments were not always perceived as fair and did not reflect employees' performance and justice seems to be an important factor in creating a motivational incentive system. The conclusions reached are that measuring customer satisfaction has a motivating effect on employees to create more satisfied customers. If an incentive system is not based on the criteria above which are required to have a motivating effect, the incentive system will have minor importance. If an incentive system does not have a motivating effect on employees, it will neither drive the undesirable effects at the employees such as manipulation or act myopically which otherwise are possible. Although the customer satisfaction measurement is not reliable and the customer satisfaction assessments is sometimes perceived as subjective and unfair, the incentive system can be perceived as fair and thus motivating.

Bakgrund: Digitaliseringen har transformerat bankmarknaden. Denna förändring har öppnat upp möjligheter för nya aktörer att konkurrera på marknaden. Detta har även lett till att fler kunder väljer att genomföra bankbyten eller komplettera med ytterligare bank/banker. Sparande har även ökat markant bland Sveriges privatpersoner de senaste 20 åren, vilket gör att det är en stor och viktig marknad för bankerna att fokusera på. Storbankerna har däremot förlorat marknadsandelar inom sparande till fördel för internetbankerna. Utvecklingen av bankmarknaden kan därför innebära att storbankernas dominans kan vara förbi. Syfte: Uppsatsen syftar till att undersöka hur storbanker kan bli mer konkurrenskraftiga inom placeringar gentemot internetbanker. Detta då digitaliseringen har förändrat sparmarknaden syftar uppsatsen även till att se hur privatpersoners sparbeteende har förändrats. Metod: För studien har en kvalitativ metod använts i form av semistrukturerade intervjuer samt dokumentstudie. Studien har utgått ifrån en deduktiv ansats, då intervjuerna har analyserat utifrån teorierna i referensramen. Detta för att besvara studiens syfte och frågeställningar. Slutsats: Storbanker kan bli mer konkurrenskraftiga genom att förbättra sina digitala lösningar, arbeta mer proaktivt samt applicera mer agila affärssystem. Studiens resultat visar även på att digitaliseringen har haft en stor inverkan på privatpersoners sätt att placera. Fler personer har genom digitaliseringen fått möjlighet till att kunna investera och intresset har vuxit markant. Fler personer idag är även mer riskbenägna än tidigare på grund av den goda börsutvecklingen de senaste 10 åren. Nyckelord: Digitalisering, Storbank, Internetbank, Konkurrenskraft, Kundnöjdhet, Placering / Title: Is the time of the major banks over? - The threat of digitalization for the major banks. Background: Digitization has transformed the banking market. This change has created opportunities for new players to compete in the market. This has also led to more customers choosing to carry out bank changes or supplement with additional bank / banks. Savings have also increased significantly among private individuals in Sweden over the past 20 years, which means that it is a large and important market for banks to focus on. The major banks, on the other hand, have lost market shares in savings in favor of the internet banks. The development of the banking market may therefore mean that the dominance of the major banks may be over. Purpose: The thesis aims to investigate how large banks can become more competitive in investments against internet banks. As digitalization has changed the savings market, the thesis also aims to see how private individuals' savings behavior has changed. Method: For the study, a qualitative method has been used in the form of semi- structured interviews and document study. The study has been based on a deductive approach, as the interviews have been analyzed based on the theories in the frame of reference. This is to answer the study's purpose and questions. Conclusion: Major banks can become more competitive by improving their digital solutions, working more proactively and applying more agile business systems. The results of the study also show that digitalization has had a major impact on the way individuals invest. Through digitalization, more people have got the opportunity to invest and the interest in investments has grown significantly. More people today are also more risk-averse than before due to the good stock market development over the past 10 years. Keywords: Digitization, Major Banks, Internet Banking, Competitiveness, Customer Satisfaction, Investment

The thesis „Customer satisfaction analysis and suggestions for its improvement“ deals with the measurement of customer satisfaction of the Automobile repair shop Pavel Bánovský. Customer satisfaction will be measured by questionnaires which will provide basis for compilation of measures for increasing level of satisfaction with the services provided and increase the company`s revenue.

The aim of this master thesis is analysing customer satisfaction of restaurant company by Porters analysis, SWOT analysis, marketing mix analysis, cluster and regression analysis and contingency test and draft measures which will lead to improvement of her level. The thesis consists of three parts - theoretical, analytical and proposal. The first part describes theoretical resources in area of customer satisfaction. For example, how satisfaction is measured and how the customer behaves. The aim of practical part is to evaluate the customer satisfaction in the choosen restaurant and interpretation of calculated results. In the last part of this work, there are proposed new disposals in view of results of analysis, which will lead to improvement of total customer satisfaction of the restaurant.

This diploma thesis deals with the issue of customer's satisfaction with the offered package services of the Czech post, s. p. in the town Žďár nad Sázavou. The thesis is divided into three main parts. The first part of the thesis is focused on a theoretical basis. The second part is analytical and is focused on current state of the company and its evaluation through external and internal environment analysis. Analytical part contains also questionnaire survey and SWOT analysis. Based on the results of the analysis, recommendations are proposed in the last part of this thesis, it should increase customer satisfaction with the offer of package services of the Czech post, s. p.

The main goal of this Master`s thesis is to find out the satisfaction of current customers with the economic information systems HELIOS produced by LCS International, Inc. company. This company is engaged in the development and distribution of these information systems. The Master`s thesis contains the analysis of the customers` satisfaction results. On the basis of this analysis the strong and weak points in each information system were identified from the current customers` points of view. My proposals in this work lead to the increase of the customers` satisfaction with the HELIOS information systems.

Diploma thesis with satisfied customers of fitness center Lipovka Relax club. Based on results of sectorial analyses there were made up proposals there in order to increase satisfaction of customers. The theoretical part is characterized in the first part of the thesis. The next part analyzes the current situation using the internal and external environment of the selected company. The search questionnaire is investigated by the current state of customer satisfaction. In the last parts of future data, concrete proposals to increase customer satisfaction are evaluated and published.

This diploma thesis deals with the issue of customer satisfaction with services of providing internet access of Infos Art s.r.o. in Prostějov. The thesis is divided into three main parts. The first part of the thesis is focused on a theoretical basis. The second part of the thesis includes analysis of the company and then customer satisfaction survey. The last part of this thesis includes proposals to improve customer satisfaction.

The main goal of my master´s thesis is customer satisfaction analysis of a middle-sized software company. The master´s thesis contains teoretical data of marketing research and practical part of thesis rests in implementation and interpretation marketing research of customer satisfaction. On the basis of analysis gained information I propose suggestions leadership to increasing satisfaction current customer with economic systems, which this company offers.

The thesis deals with a survey of customer´s satisfaction with provided services. The theoretical part focuses on the explanation of different concepts, problems in marketing research and also on a questionnaire as a tool of collecting information. The practical part of the thesis analyses and presents the results from the questionnaire including recommendation and suggestions for improvements. They should be leading into increase in popularity of using public transport.