In recent time, GIS technology has been used in banking sector. Geographical  Information System uses to make a better management in various sectors in the real life world. The GIS technology covered how to make a decision, data sourcing, data quality and used them in real time environments. Now days GIS is one of the useful analysis  tool,  where  we  can  implement  our  thinking  based  on  several  real  life  applications. Developed countries have made proper utilization of GIS technology. At present  Bangladesh  need  to  utilizes  GIS  technology  to  develop  in  different  organizational  sectors  such  as  banking,  fleet  management,  emergency  services,  and tourism and government infrastructure. For example, In the banking sector, we can implement this technology to provides high quality of services to the customers within short  time.  Therefore,  GIS  technology  provide  the  proper  support  in  bank  industry  and our thesis title “Usability of GIS in banking sector” will provide an experimental outline  about  the  banking  sector  in  Dhaka,  Bangladesh.  Generally,  it  is  a  demo  version  for  a  banking  sector,  that  would  be  provide  to  identify  their  customers,  the location  of  the  ATM  booths,  evaluate  land  value,  and  find  out  the  shortest  path,  nearest service centre, important building and city information. At present there is no such  kind  of  existing  model  for  banking  sector  in  Bangladesh.  So,  we  identify  the  problem  and  decide  to  implement  our  model.  In  our  proposed  frame  work,  we  used different type of GIS tools such as ArcMap, ArcCatalog, ArcPad, CartaLinx, ArcView etc. To implement this model we needed to digitize Dhaka city base map and input different  type  of  data.  For  the  experiment  part,  we  have  chosen  secondary  data  collection method and theoretical frame work support. We have made our own data model to do this experiment and we have covered maximum area in Dhaka city, where we choose a model area named “Motijheel”. Finally we have discussed the simulation result  according  to  our  framework,  which  provides  user  friendly  information.  Our  thesis paper focuses an integrated approach of GIS based system which increases the bank profitability.

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Aim This study looks at how mobile applications have changed the situation for customer service employees in Sweden. Background In just a few years, mobile applications have changed our way of working. New electronic tools have been developed and the mobile applications replace manual labour as well as paper documents. Methodolody The study relies on data collection from qualitative interviews conducted with customer service employees in Sweden. The empiricism of the interviews has been thematically analyzed. Results The results of the study show that customer service employees work more independently now than before and that the accessibility of work-related information has improved substantially and become more efficient. Conclusion Thanks to the accessibility improvement and the enhanced information density, the possibility of offering an improved customer experience has increased. The results also show the importance of technology to the customer service employees of today. / Syfte Studien syftar till att undersöka hur mobila applikationer har förändrat arbetet för servicemedarbetare i Sverige. Bakgrund På några få år har mobila applikationer förändrat vårat sätt att arbeta. Nya hjälpmedel och arbetsredskap har tagits fram och de mobila applikationerna ersätter både manuella moment och fysiska dokument. Metod Studien bygger på datainsamling från servicemedarbetare i Sverige med hjälp av kvalitativa intervjuer. Empirin från intervjuerna har sammanställts och tematiskt analyserats. Resultat Resultatet av undersökningen visar på att servicemedarbetarna arbetar mer självständigt nu än innan och att möjligheten till att ta del av arbetsrelaterad information har blivit mycket bättre och effektivare. Slutsats Tack vare att informationen blivit mer lättillgänglig och innehållsrik har också möjligheten att ge bättre kundservice ökat. Resultatet pekar också på hur viktig tekniken är för servicemedarbetarna idag.

Didėjant konkurencijai ir siekiant geriau patenkinti klientų poreikius, darbuotojų žinios ir gebėjimai tampa svarbi paslaugų organizacijos konkurencinio pranašumo prielaida. Tai pasakytina apie visas paslaugų organizacijas. Šios darbo tikslas - išanalizuoti UAB „Čilija“ personalo įgūdžių ugdymą klientų aptarnavimo srityje. Buvo nagrinėjama organizacijos kultūra, jos įtaka darbuotojams, aptarnavimo kultūra bei organizacijos ir aptarnavimo kultūrų ryšys, taip pat analizuojama šių kultūrų vaidmuo klientų aptarnavimo kultūros formavimui ir valdymui. Išaiškėjo, aptarnavimo kultūra labai priklauso ne tik nuo pačios organizacijos, bet ir nuo jos kultūros. Tai yra labai svarbu, nes nuo organizacijos kultūros priklauso ir darbuotojų požiūris į klientus ir aptarnavimą. Tyrimo metu išaiškėjo, jog darbuotojai nori dalyvauti įvairiuose mokymo seminaruose, nes tam yra sąlygos, tačiau kokybiškai aptarnauti daugelį darbuotojų trukdo tai, jog mažai skatinamas komandinis darbas, vadovybės mažai bendrauja ir dalijasi informacija su darbuotojais. Todėl daugelis darbuotojų aiškina, jog jų darbas nepatinka. Tai, žinoma, atsiliepia ir klientų aptarnavimo kokybei. / With growth of competition and trying to satisfy better the client’s needs, the knowledge and capabilities of workers become an important presupposition of competitive advantage of services’ organization. It can be applied to all services’ organizations. The aim of this graduation paper is – to analyze the development of LSC “Čilija” personnel skills in the sphere of client servicing. The culture of organization, its influence to the workers, the culture of service and the relations between organization and service cultures were discussed, also the role of these cultures to the formation and management of client servicing culture was analyzed. It was found out, that servicing culture to a great extent depends not only on organization itself, but also on its culture. It’s very important, because on the culture of organization, the workers view to clients and service depends. During the research, it was figured out, that workers wish to take part in educational seminars, because there are conditions for it, but willing to service qualitatively, the majority of workers face with problem - the team-work is stimulated very poorly, the heads communicate with each other and share the information with workers very poorly. Therefore a lot of workers explain that they don’t like their work. This fact, certainly, affects the quality of client servicing.

Doctor of Education / Department of Educational Leadership / W. Franklin Spikes / The purpose of this basic interpretative qualitative study was to discover and understand graduates’ perceptions of customer service from their chosen college or university. How graduates perceive customer service of institutions of higher learning may induce some educational institutions to pursue continuous improvement and performance excellence. Graduates from the master’s level or higher have spent more than the average time in the educational setting compared to undergraduates or bachelor’s level students and are more likely to have greater awareness concerning the customer service attributes. These perceptions could give rise to process improvement techniques and programs that would be useful for a variety of institutions. The method used to acquire the data was interviewing individuals who had completed at least their master’s degree. The results of these interviews were analyzed by consolidating, reducing, and interpreting what the interviewees had to say and what the researcher discovered. Triangulation through reflection and field notes was utilized to ensure credibility of findings.

Globally, trade and industry has shifted its focus from the traditional service delivery approaches to various alternative practices to be more successful, cost efficient, customer orientated, flexible and innovative. This shift in focus has lead to organisations applying a customer centric approach in their business. In order to understand customer centricity, it is necessary to be familiar with the term customer service. Customer service is the offering of services to customers before, during and after a purchase. It is a series of activities designed to enhance the level of customer satisfaction, i.e. the feeling that a product or service has met the customer’s expectations. Although it seems to be difficult to create and maintain a positive service culture, the implementation and upkeep of service excellence hold numerous advantages for organisations in both the short and the long term. Excellent customer service leads to an increase in profits as well as assist organisations in achieving a competitive advantage. Organisations with a customer centric approach can expect to experience a 30% higher return on investment on their marketing efforts compared to their peers not embracing customer centricity. Moreover, exceptional customer service will lead to customer satisfaction, which in turn, may well lead to customer loyalty which is crucial in the current volatile economic market. Recent economic instability triggered financial uncertainty in trade and industry. This causes difficulties for organisations to gain a competitive advantage and predict consumer behaviour. The organisations that will survive and outlive these uncertain circumstances will be those that maintain a customer centric focus. A customer centric focus implies that organisations place their customers first by concentrating on their needs and behaviours. These organisations will also attempt to eliminate internal factors that constrain service offerings to customers. Furthermore, customer centricity includes the alignment of resources of the organisation to successfully respond to the ever-changing needs of the customer, while building mutually profitable relationships. The main difference between customer service and customer centricity appears to relate to meaningful changes that customer centric organisations make in addressing their customers’ expectations and providing reciprocal support. Customer centricity seems to take customer service thus a step further with regards to service delivery. The healthcare environment forms an important part of trade and industry and economic instability also affects this sphere. In this study, the focus filters to the healthcare industry in South Africa and the role and importance of a customer centric approach to doctors. The South African healthcare environment consists of two sectors, namely large public (managed by government) and smaller, higher quality private healthcare. The South African healthcare system is unique to those of other countries as it is dynamic and multifaceted. The legislative framework within the healthcare system gives South African citizens the right to access healthcare services. Due to a skewed financing system in healthcare, this framework has a major impact on both the public and private sectors. The private healthcare industry in South Africa has grown dramatically with the number of beds doubling between 1988 and 1993. This was mainly due to the international trends toward privatisation and advanced by government's policies for privatisation. This resulted in the migration of doctors from public service to private practices. Specialists play an integral part in providing healthcare services. The private hospital industry provides admitting and treating facilities where doctors prescribe the care that hospitals should deliver to patients. This interplay between private hospitals and specialists emphasises that specialists are important customers of private hospitals. The importance of obtaining and retaining doctors is also highlighted in the vision and mission of the top three private hospital groups in South Africa, namely Mediclinic, Netcare and Life Healthcare. Many challenges exist to grow and maintain patient volumes for the private hospital sector. One thereof is to establish doctor (and their practices') support by building an optimum mix of loyal specialist and general practitioner (GP) networks for the hospital. The management and nurturing of relationships with doctors through these networks could lead to a competitive advantage for private hospitals. A study was therefore conducted to gain insight as to how specialists define customer centricity as well as their expectations of private hospitals when applying a customer centric approach towards doctors. The research was of qualitative nature. An experimental research design was applied and included 11 participants. Semi-structured interviews with specialists from one of the top three private hospital groups were conducted in order to gather relevant data. The interviews were transcribed and coded. Results were analysed and interpreted via thorough content analysis. Participants highlighted the following elements as important when defining customer centricity: customer focus, satisfaction, facilities and resources, accessibility, safety and cost effectiveness. In addition, participants confirmed that the following aspects marked their expectancies of a customer centric organisation: quality patient care and services, facilities and resources, effective communication, support and cooperation, provision of sufficient and well trained staff, mutual financial gains, appreciation, resolving of problems, involvement in decision making and respect. Conclusions and recommendations pertaining to future research were also provided. / MBA, North-West University, Potchefstroom Campus, 2014

Globally, trade and industry has shifted its focus from the traditional service delivery approaches to various alternative practices to be more successful, cost efficient, customer orientated, flexible and innovative. This shift in focus has lead to organisations applying a customer centric approach in their business. In order to understand customer centricity, it is necessary to be familiar with the term customer service. Customer service is the offering of services to customers before, during and after a purchase. It is a series of activities designed to enhance the level of customer satisfaction, i.e. the feeling that a product or service has met the customer’s expectations. Although it seems to be difficult to create and maintain a positive service culture, the implementation and upkeep of service excellence hold numerous advantages for organisations in both the short and the long term. Excellent customer service leads to an increase in profits as well as assist organisations in achieving a competitive advantage. Organisations with a customer centric approach can expect to experience a 30% higher return on investment on their marketing efforts compared to their peers not embracing customer centricity. Moreover, exceptional customer service will lead to customer satisfaction, which in turn, may well lead to customer loyalty which is crucial in the current volatile economic market. Recent economic instability triggered financial uncertainty in trade and industry. This causes difficulties for organisations to gain a competitive advantage and predict consumer behaviour. The organisations that will survive and outlive these uncertain circumstances will be those that maintain a customer centric focus. A customer centric focus implies that organisations place their customers first by concentrating on their needs and behaviours. These organisations will also attempt to eliminate internal factors that constrain service offerings to customers. Furthermore, customer centricity includes the alignment of resources of the organisation to successfully respond to the ever-changing needs of the customer, while building mutually profitable relationships. The main difference between customer service and customer centricity appears to relate to meaningful changes that customer centric organisations make in addressing their customers’ expectations and providing reciprocal support. Customer centricity seems to take customer service thus a step further with regards to service delivery. The healthcare environment forms an important part of trade and industry and economic instability also affects this sphere. In this study, the focus filters to the healthcare industry in South Africa and the role and importance of a customer centric approach to doctors. The South African healthcare environment consists of two sectors, namely large public (managed by government) and smaller, higher quality private healthcare. The South African healthcare system is unique to those of other countries as it is dynamic and multifaceted. The legislative framework within the healthcare system gives South African citizens the right to access healthcare services. Due to a skewed financing system in healthcare, this framework has a major impact on both the public and private sectors. The private healthcare industry in South Africa has grown dramatically with the number of beds doubling between 1988 and 1993. This was mainly due to the international trends toward privatisation and advanced by government's policies for privatisation. This resulted in the migration of doctors from public service to private practices. Specialists play an integral part in providing healthcare services. The private hospital industry provides admitting and treating facilities where doctors prescribe the care that hospitals should deliver to patients. This interplay between private hospitals and specialists emphasises that specialists are important customers of private hospitals. The importance of obtaining and retaining doctors is also highlighted in the vision and mission of the top three private hospital groups in South Africa, namely Mediclinic, Netcare and Life Healthcare. Many challenges exist to grow and maintain patient volumes for the private hospital sector. One thereof is to establish doctor (and their practices') support by building an optimum mix of loyal specialist and general practitioner (GP) networks for the hospital. The management and nurturing of relationships with doctors through these networks could lead to a competitive advantage for private hospitals. A study was therefore conducted to gain insight as to how specialists define customer centricity as well as their expectations of private hospitals when applying a customer centric approach towards doctors. The research was of qualitative nature. An experimental research design was applied and included 11 participants. Semi-structured interviews with specialists from one of the top three private hospital groups were conducted in order to gather relevant data. The interviews were transcribed and coded. Results were analysed and interpreted via thorough content analysis. Participants highlighted the following elements as important when defining customer centricity: customer focus, satisfaction, facilities and resources, accessibility, safety and cost effectiveness. In addition, participants confirmed that the following aspects marked their expectancies of a customer centric organisation: quality patient care and services, facilities and resources, effective communication, support and cooperation, provision of sufficient and well trained staff, mutual financial gains, appreciation, resolving of problems, involvement in decision making and respect. Conclusions and recommendations pertaining to future research were also provided. / MBA, North-West University, Potchefstroom Campus, 2014

Shopping har tidigare varit en aktivitet som främst kvinnor har ägnat sig åt, men de senaste decennierna har fler och fler män börjat visa intresse för mode och shopping. I denna uppsats har vi valt att undersöka hur män beter sig när de handlar modekläder och hur de vill bli bemötta av personal i butik. För att undersöka detta har intervjuer med konsumenter och personal från butiker som erbjuder herrmode genomförts. Idag finns det många aktörer inom modebranschen vilket ger konsumenter flera alternativ att välja mellan när de ska handla kläder. Detta har lett till att modeföretag behöver anstränga sig för att kunna konkurrera med varandra på marknaden. Ett sätt att kunna differentiera sig på marknaden är att erbjuda en hög servicekvalitet. Butiksanställda har möjlighet att påverka kunder genom hela köpprocessen och därför är själva kundbemötandet ett verktyg företag kan använda sig av för att vinna konkurrensfördelar. Uppsatsens författare vill undersöka huruvida företag som erbjuder herrmode är medvetna om vilken typ av kundservice deras konsumenter förväntar sig och vill ha. Mellan den service som kunder förväntar sig och den service som sedan levereras av butiker skapas ett gap mellan förväntad och upplevd service, vilket kan påverka huruvida kunder är nöjda eller inte med sina köp. Utifrån insamlat material kan vi konstatera att intresset för mode och shopping bland män var större hos deltagande respondenter än vi förväntat oss. Konsumenterna var överens i fråga kring bemötande och har höga krav på personalens beteende. Vi anser därför att män borde ses som aktörer på modemarknaden i en högre grad då de verkar besitta ett högre intresse för mode och kläder än vad uppsatsens författare väntat sig. / Shopping was previously an activity that mostly women engaged in, but the last few decades, more and more men has begun to show interest in fashion and shopping. In this paper we have chosen to examine how men behave when they shop fashion clothes and how they want to be treated by staff in fashion stores. To examine this, interviews with consumers and staff from fashion stores that offer men's fashion have been conducted. This essay is written is Swedish. Today there are many actors in the fashion industry, giving consumers more options to choose from when they go shopping for clothes. This has led to that fashion companies need to make an effort to compete with each other on the market. One way to differentiate themselves in the market is to offer a high service quality. Store employees have the opportunity to influence customers throughout the buying process and therefore the customer service is a tool, which companies can use in order to gain competitive advantages. The essay writers want to examine whether companies offering menswear are aware of the nature of the customer service their consumers expect and want. Between the service that customers expect and the service that are then delivered in stores creates a gap between expected and perceived service, which can affect whether customers are satisfied or not with their purchase. Based on collected data, we can establish that the interest in fashion and shopping, among men was greater among participating respondents than we expected. Consumers were slightly concerned about the service and have high standards for personnel behaviour. We therefore believe that men should be seen as actors in the fashion market to a greater extent since they seem to inherit a bigger interest for fashion and clothing than expected by the essay writers.

Darbo tema Gyvybės draudimo ir ilgalaikio investavimo produktų pardavimo proceso tobulinimas UAB „Finsaltas“; Darbo tikslas Išanalizuoti, įvertinti ir pateikti rekomendacijas kaip pagerinti gyvybės draudimo ir ilgalaikio investavimo produktų pardavimo procesą; Darbo uždaviniai • Išanalizuoti esamą UAB „Finsaltas“ pardavimo procesą; • Identifikuoti pardavimo proceso tobulintinas sritis, naudojant kokybinio tyrimo metodą. • Parengti pasiūlymus pardavimo proceso tobulinimui; Tyrimo metodai • Giluminis interviu; Darbo rezultatai Darbo metu buvo pasiūlyti vadybiniai sprendimai, padėsiantys: 1. pagerinti pardavimo procesą; 2. palengvinti naujų konsultantų įvedimo į darbą procesą; 3. užtikrinti kryptingą konsultantų kvalifikacijos kėlimą; 4. sumažinti nutraukiamų sutarčių skaičių (t.y. pagerinti pardavimų ir aptarnavimo kokybę); 5. rezultate – padidinti pardavimus. / Work title Improvement of Life Insurance and Long Term Investment Products Sales' Process at UAB „Finsaltas“; Work goal To analyze, evaluate and provide recommendations for improvement of the sales process of life insurance and long term investment products at a life insurance agency; Work tasks • To analyze sales process at UAB „Finsaltas“; • Using qualitative research identify sales process areas which require improvement,. • Give recommendations for sales process improvement; Methods of analysis • Depth interview Work outcomes There were recommended management solutions leading to: 1. Sales process improvement; 2. Facilitation of the process of introducing new agents to work; 3. Ensuring coherent process of agents’ qualification improvement; 4. Decrease of the number of lapsed policies (i.e. to improve sales and service quality); 5. As a result – to increase sales volume.

The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry. These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage. The customer-supplier dyadic exchange between intermediary food processors is the focus of study. There has been little programmatic and integrative study or empirical research of these activities in logistics since work conducted over twenty-five years ago by La Londe and Zinzser. Additionally, some existing studies suffer from a general lack of rigour that pervades the logistics discipline and has prevented meaningful development of research validity and reliability. Finally, existing research into these activities from the marketing discipline is under-utilised in these investigations. Indeed, there has been limited inter-disciplinary research in logistics notwithstanding the genesis of both logistics and marketing as a single discipline at the beginning of the 20th century. This study uses a rigorous two-stage methodology developed for marketing research by Churchill. This methodology comprises generating variables for enquiry from a literature review, collecting and analysing data in a pilot survey to purify variables, and conducting a second survey to assess reliability and validity of pilot study findings. Models used for the study are adapted from existing work in marketing service quality by Parasuraman, Zeithaml and Berry and are supplemented by relationship constructs emerging from the pilot study. A postal survey was administered to 1,215 UK food processors. Respondent data was analysed using exploratory and confirmatory factor analysis and structural equation modelling to test variables and constructs. The findings of this study validate constructs of pretransaction, order service and quality and relationship service and quality, thus reaffirming original constructs developed by La Londe and Zinzser. The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry. Issues of price, supplier importance, supplier switching, and relationship power were tested, but did not feature in resultant constructs. These latter issues are discussed in terms of an overarching framework that encompasses the validated constructs and an extended model is hypothesised for future study. The results of this thesis indicate that UK food processors should consider all phases of pre-transaction, transaction and post-transaction events when facilitating operations design and customer service planning.