Den här studien har haft som avsikt att undersöka hur redovisning av intellektuellt kapital rapporteras av de fyra största bankerna i Sverige. Vi beskriver och analyserar vilka indikatorer bankerna fokuserar på i redovisningen av intellektuellt kapital. Vi har gjort en kvalitativ undersökning genom att analysera den icke-finansiella delen i årsredovisningar från Handelsbanken, SEB, Swedbank och Nordea från åren 1998, 2003 och 2008. Vi har valt att kategorisera intellektuellt kapital efter MERITUM’s definitioner av human-, struktur- och relationskapital. Resultatet av studien visar att redovisningen inte följer någon enhetlig standard för redovisning av intellektuellt kapital. Det presenteras mycket information men fokuseringen ligger på enstaka indikatorer. Detta gör att redovisningen blir svår att jämföra. Studien visar att bankerna fokuserar mest på indikatorerna kompetensutveckling, rutiner, policies, företagskultur och kundrelationer.

Aim: Problem background - CSR has today increased its strategic status and consumer demand of sustainable development has also increased lately. However, there are still companies that have not adjusted their strategies to fit this swift in demand. This study offers a strategic tool, based on sustainable core competencies, for companies to implement in order to use CSR to boost their business. Research issue - How can Swedbank increase stakeholder confidence and value? Delimitations - This study focuses on the concept of integrating CSR work into the strategy and how this could result in added value for the B2B customer of Swedbank Corporate Market. Method: This study has an abductive approach and the author has collected qualitative primary data in the form of interviews with employees at Swedbank, Sparbanken Nord and with five of Swedbank’s customers from the public sector. Result & Conclusion: Swedbank needs to re-position their brand with a differentiated strategy, including a supportive vision and Market Communication, in order to gain a competitive advantage, strengthen their image, stakeholder confidence and financial performance. The author recommends the sustainable core competence, “Sparbankssjälen”, in order to deploy an ethical, economical and environmental responsible strategy to implement into all their activities.

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.

This thesis examines the subprime crisis in a Kindleberger framework as well as how the major banks in Sweden were affected. The thesis ties different events to the framework of Kindleberger and follows the stages he sees in a financial crisis, from the origination of the crisis due to speculation to suggested structural changes in the financial market. The effects upon Swedish banks are followed through the crisis and the effects upon the banks. Conclusions drawn are that the Kindleberger model is applicable to the subprime crisis in terms of components and not always chronologically. Swedish banks have regarding the magnitude of the crisis faired well, the problems causing the crisis are related to Moral hazard problems, regulators and rating institution.

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Syfte Vårt syfte är att undersöka hur de utvalda bankerna har kommunicerat externt via sin webbsida under pågående finanskris. Detta för att när det gäller ens privata och landets ekonomi är osäkerheten stor - och bankerna är människors naturliga val att vända sig till för att få svar i en sådan kris. Vi ämnar undersöka de utvalda bankernas webbsidor för att se hur bankerna beskrivit finanskrisen, vilka krishanteringsstrategier man kan urskilja samt hur de har skapat interaktivitet med allmänheten. Detta för att ta reda på de skillnader och likheter som bankerna kommunicerar under krisen. De utvalda bankerna är Handelsbanken, Nordea, SEB och Swedbank. Metod Studien har genomförts genom innehållsanalyser på de utvalda bankernas webbsidor. I det har även pressmeddelanden och övriga dokument på webbsidan granskas. Undersökningen var koncentrerad till en tvåveckors period, 29/9 - 12/10, 2008.   Resultat Studien visar att de skiljde en del mellan de utvalda bankernas sätt att använda sin webbsida för kriskommunikation. SEB och Swedbank hade överlägset bäst och mest information om finanskrisen. När det gäller användande av krishanteringsstrategier visar resultatet att Handelsbanken och SEB främst använde sig av strategin att bortförklara. Nordea använde sig främst av strategin minska händelsens anstötlighet, medan Swedbank använde sig av en blandning av dessa två strategier. Bankerna har inte utnyttjat de möjligheter till dialog med allmänheten som interaktivitet på webben erbjuder. Sammanfattningsvis borde samtliga banker ha varit mer proaktiva i sin kriskommunikation. Webben har som konstaterats flera gånger i denna studie en alltmer viktig del kriskommunikationsarbete. Webben är ingen synonym för interaktivitet utan man måste utnyttja de möjligheter som finns. Vi kan konstatera att bankerna inte utnyttjar sina webbsidors fulla potential då de inte erbjuder en hög grad av interaktivitet.

Belöningssystem har länge varit omdebatterat huruvida det påverkar anställdas motivation och det finns ingen universallösning som är möjlig att tillämpa generellt. Samtidigt är det av stor strategisk betydelse att ha ett välfungerande belöningssystem. Vi fick i uppdrag av Swedbank Juristbyrå att undersöka deras belöningssystem och hur de påverkar de anställdas motivation. Eftersom Swedbank Juristbyrå är en franchiseorganisation är det franchisetagarna själva som bestämmer vilket belöningssystem de vill använda. De har tre olika belöningssystem inom organisationen, fast lön, enbart provision samt kombinerat fast lön och provision. För att förstå hur de anställdas motivation påverkades av belöningssystemen användes teorier inom inre och yttre motivation, belöningssystem och vilka problem dessa kan medföra. Genom vår undersökning kom vi fram till att samtliga belöningssystem fungerar inom organisationen trots att det har tre olika belöningssystem och utför identiska arbetsuppgifter. Detta kan bero på att motivationen är ytters individuell men också att det är andra faktorer än belöningssystem som spelar en stor roll. Det är också mycket viktigt som franchisetagare att vara medveten om vilka problem de olika systemen kan föra med sig och hitta lösningar för att minimera risken för dessa att inträffa.

Denna studie är en kvantitativ undersökning av Swedbanks, SEB:s och Nordeas ersättningssystem och finansiella prestationer. Vi har utgått från följande syfte: Vårt syfte med studien är att undersöka om det finns något samband mellan ledningens ersättning och finansiella prestationer. För att kunna besvara vår problemställning och vårt syfte har vi använt oss av ersättningssystem, agentteorin, intressentteorin och finansiella prestationsmått. Vi har valt prestationsmått vilka visar ett företags operativa resultat (EBIT, ROA, ROE, kassaflöde/totala tillgångar) och multipelvärdering (P/E-tal och P/S-tal). I vårt fall med enbart en oberoende variabel testas om det finns något samband på den beroende variabeln ur resultaten från enkel regressionsanalys. Vi har använt Durbin-Watson:s värdet i samtliga fall för att undersöka om det finns någon eventuell autokorrelation. Vi har även använt konfidensintervallberäkningar för att se om bankernas utbetalda ersättningar ligger inom konfidensintervallgränserna. Vi har inte kunnat visa på något samband i vår undersökning mellan ersättning och finansiella prestationsmått. För samtliga värden gällande Swedbank föreligger positiv autokorrelation.

Aim: service quality is a means to improving customer satisfaction and building up an excellent and profitable company. The actual activities of delivering service in Swedbank AB Gävle City are examined in order to assess how to deliver quality service. Method: conduct the research in a qualitative method, mainly with interviews and questionnaires. Both primary and secondary data was collected to support the subject. Result&amp;Condusions: Advanced human resources strategy and reasonable solutions to meet customer needs are two superior aspects in the process of service delivery. Suggestions for future research: customer perspective and quantified data from employees should be contained. Contribution of the thesis: an in-depth understanding of the process of quality service delivery, combined with relevant academic knowledge. Other banks and service companies can learn from the analysis results. Students and future researchers also gain new knowledge about service quality in the banking area.

The purpose of this essay is to look at the Swedbank Stadion, which is a modern stadium in the south of Sweden. Swedbank Stadion is the home ground of Malmö FF, one of the largest football team in Sweden, and the goal is to create value for the team. The stadium owners have to get companies to hire premises inside of the stadium so they can pay for the home ground of Malmö FF. Therefore we have focused on the servicescape in the stadium and how it can create value for the companies that act on Swedbank Stadion on a daily basis. This study of the Swedbank Stadion is based on a qualitative approach. The qualitative approach is chosen because we wanted to establish deeper understanding for the case itself. The empirical materials have been collected in six interviews with people who have a close insight to the stadium and knowledge of how the collaboration with the companies in it progress. Those interviews are our base for the analyses in this essay. In the last two chapters in this study you can read about our conclusions and what we think about the stadium and its customers.