With the changing on network technology and Internet exchanges frequently, the Internet plays an important role in many people's lives, but also affects the learning, the change of the sale. The survey found that internet users are young than12-year-old is a rising trend. Therefore, construction of children's Web site to make children to feel about the vast Internet information in the information filtering case. Then, to provide a satisfactory experience for users of the site will affect the users of the site's views and re-visit frequently. This study aims to explore the impact on user perceived experience and loyalty of children's web-based service quality in order to understand whether website on providing service quality have different views in different a point of view, as the reference of site designer, web-site operators and follow-up study in the future. The results pointed out that in the course of children's website, the dimensions that the web-based service quality and perceived experience affect user¡¦s satisfaction and user¡¦s loyalty can be summarized as follows: (a) user¡¦s perceived experience of web site can directly impact on user¡¦s satisfaction and loyalty; (b) web-based service quality is required by the user satisfaction indirectly affects user¡¦s loyalty and demographic variables in the study of variable conditions sum up the differences. The management of meaning which are obtained by variance analysis will be able to serve as managers in improving the children's web-based service quality.

The purpose of the Sharing Economy is to exploit unused resources between people, as an alternative to buying new and owning themselves (Gansky, 2010). Gansky (2010) argues that a major reason why the Sharing Economy has grown in recent times is, besides from the recession and people’s increased environmental awareness, the urbanization which has made people move closer to each other and in to the big cities. This in addition to an increased use of GPS technology in smartphones enables people to be constantly connected to an ever-changing network. People now share and exchange services and products from each other. Sharing Economy businesses (SE businesses) enables this by facilitating the meeting and transaction, while at the same time capitalizing on it. What most established theories within the subject have in common is that they primarly describes what the Sharing Economy phenomenon is, but not how the SE businesses are working or could work with the business economics aspects such as quality assurance. Many SE businesses are building their brands as service companies and are therefore marketing themselfs as such. This despite the fact that these companies merely are enabling, and capitalizing on, individuals to connect. Hence, the SE businesses no longer own either the human or physical resources in the same way as traditional businesses would. Even so, these individuals are the public face of the companies. In order to continue to capitalize on the phenomenon it should be in the interest of the SE businesses to somehow work towards ensuring the quality of their services, but what happens when the resources are no longer owned by the company? The purpose of this study is to increase understanding of how SE businesses work with quality assurance of its services. There are in current time not many empirical studies on how SE businesses work with quality assurance from a business perspective. Therefore, this study intends to generate a theory based in reality. The researchers have used the grounded theory methodology. The companies that have been object of study are AirBnB, Lyft, Flexidrive and WorkaroundTown. One finding from the study is that the objects of study, the SE businesses, are working consciously on quality assuring their services through recruitment, training and feedback to their providers (the ones performing the services). Despite the fact that these companies only intend to work as an intermediary between users who want to share resources, the study has shown that the companies are focusing much on what could be compared to Human Resource Management.   Furthermore, the SE businesses are using tools that in different ways result in quality assurance. Standardized systems for reservations, payments and similar reduces the risk of errors. Systems for grading fulfill a purpose of incentives as well as a means of control for quality assurance. The building of a community contributes to the creation an artificial corporate culture where common values and quality assumptions are being established. New providers are being recruited, trained and shaped in a user community where quality and standards are already deeply rooted.   Finally, the study has shown that various tools are of various importances in the quality assurance work depending on the development on the SE business in question. As the service transactions between users are becoming more and more self-propelled, the company’s resources can shift from managing the main process towards managing supporting processes such as reactive processes, marketing and community building. / Sharing Economy, eller delningsekonomi som det översatts till på svenska, syftar till att utnyttja outnyttjade resurser människor emellan som ett alternativ till att köpa nytt och äga själv (Ganska, 2010). En stor anledning till varför Sharing Economy har växt sig stort under den senaste tiden menar Gansky (2010) är, förutom lågkonjunkturen och människors ökade miljömedvetenhet, den urbanisering som sker över världen där människor flyttar närmare varandra till de stora städerna. Detta tillsammans med en ökad användning av GPS-teknologi i mobiltelefoner gör det möjligt att i realtid vara uppkopplad mot ett ständigt föränderligt nätverk. Nu byter och lånar människor tjänster och produkter mellan varandra, med hjälp av Sharing Economy-företag (SE-företag) som faciliterar mötet och transaktionen och kapitaliserar på detta. Vad de flesta etablerade teorier i ämnet har gemensamt är att de mestadels beskriver vad fenomenet är och vilka aktörerna är som jobbar med det men inte hur SE-företagen arbetar eller kan arbeta praktiskt med företagsekonomiska områden som exempelvis kvalitetssäkring. Många SE-företag bygger sina varumärken som tjänsteföretag och marknadsför sig som tjänsteföretag trots att företaget egentligen bara möjliggör för, och kapitaliserar på, att privatpersoner kopplas samman. SE- företagen äger således inte längre de mänskliga eller de fysiska resurserna på samma sätt som traditionella företag gör. Trots det fungerar dessa privatpersoner som företagets ansikte utåt. För att kunna fortsätta kapitalisera på fenomenet torde SE-företagen på något sätt arbeta med att kvalitetssäkra sina tjänster, men hur går det till när resurserna inte längre ägs av företaget? Syftet med denna studie är att öka förståelsen för hur Sharing Economy-företag arbetar med kvalitetssäkring av sina tjänster. Då det i dagsläget inte finns många empiriska studier om hur SE-företag arbetar med kvalitetssäkring ur ett företagsekonomiskt perspektiv syftar studien till att med utgångspunkt i verkligheten generera teori. Forskarna har använt sig av grundad teori som metodik. De företag som studerats i denna studie är AirBnB, Lyft, Flexidrive och WorkaroundTown. Studien har visat att de undersökta Sharing Economy-företagen aktivt arbetar med kvalitetssäkring av sina tjänster genom såväl rekrytering, utbildning och återkoppling till sina providers (den som utför tjänsten). Trots det faktum att dessa företag i grund och botten endast ämnar fungera som en förmedlare mellan användare som vill dela resurser, så visar detta att de har ett stort fokus på vad som kan liknas vid Human Resource Management.   Vidare använder företagen olika verktyg i sitt arbete som på olika sätt leder till kvalitetssäkring. Standardiserade system för bokning, betalning och likande minimerar risken för att fel uppstår. Betygssystem fungerar som ett incitament såväl som ett kontrollmedel för kvalitetssäkring. Byggandet av ett community bidrar till att en artificiell företagskultur skapas där gemensamma värderingar och kvalitetsantaganden etableras hos företagens providers. Nya providers rekryteras in, utbildas och formas således i ett användarcommunity där kvalitet och standarder redan ska finnas djupt rotade.   Slutligen har studien visat att olika verktyg är olika viktiga och tar olika stor plats i kvalitetssäkringsarbetet beroende på i vilken fas Sharing Economy-företaget befinner. I takt med att tjänstetransaktionerna privatpersonerna emellan blir allt mer självgående skiftas fokus för företaget egna resurser från huvudprocessen till stödprocesser så som reaktiva processer, marknadsföring och community-byggande.

M. Tech. Business Administration / An efficient canteen that serves the needs of its employees leads to employee satisfaction and adds value to the organisation. Canteens in the service industry constantly need to re-align their service delivery and image to their client base in order to remain viable. Theoretical models have been widely used in the business environment to gauge customer satisfaction. Companies are constantly measuring service quality in an effort to improve turnover and increase their client base. The need to understand customer expectations on service quality was the key motivation behind this study. The study evaluated service quality as perceived by employees in an industrial canteen operating within the automotive sector using the five components of the service quality (SERVQUAL) model. Service delivery monitoring tools are necessary in a catering environment to enable staff and management to identify customer service areas requiring improvements. The quality of service delivery impacts on brand equity and loyalty.

This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. Through a systematic combining approach and empirical findings gained through semi-structured interviews with both executives and defected customers, this study reveals that the main reason for customer defection is a perceived lack of value in their membership to the SACC, along with the sentiment that their business-oriented expectations are not being met. As for the SACC, the Board members have a varied range of views as to the value of defected customers, though overall, acquisition is prioritized over customer defection strategies.

Purpose - The purpose of this study is to find out to what extent the business administration students of Kristianstad University feel satisfaction in regard to service quality. Also, we want to find out if the impact of positive news about the university affects the students’ level of satisfaction. Approach/methodology - In order to be able to answer these questions, a quantitative research was conducted. Additionally, we used a 7-point Likert scale to measure the students’ opinions. Findings - The study found that the students were satisfied with the university, despite a negative service quality-gap. Furthermore, service quality only affected customer satisfaction to a small degree. Also, we found a positive relation between the impact of positive news and the level of satisfaction amongst the students. Research limitations/implications - The University may look at this paper’s findings and use them to realize its strengths and weaknesses. Future research may be conducted to find out if other factors have greater impact on customer satisfaction than service quality does. Originality – This study is unique in the sense that it investigates the service quality-gap in a higher education context. Also, the study brings new knowledge of the impact of positive news on customer satisfaction. Social implications - Hopefully, the impact of this study will increase the public’s insight of Kristianstad University. A study similar to this one is useful to any organization in the world, in order to establish the level of satisfaction from time to time.

Tyrimo objektas – paslaugų kokybės vertinimas. Tyrimo tikslas: įvertinti paslaugų kokybę stovykloje „Gintaras“. Uždaviniai: 1. Apibrėžti paslaugų kokybę ir jų vertinimą. 2. Apžvelgti stovyklų teikiamas paslaugas; 3. Nustatyti tikėtiną paslaugų kokybę “Gintaro” stovykloje. 1. Paslaugos kokybė, tai objekto savybė, kuri įgalina tenkinti šiandieninius arba tikėtinus vartotojo poreikius. Kokybei tirti taikomi įvairūs kokybės tyrimo modeliai, kurie organizacijoms leidžia nustatyti paslaugų kokybės problemas ir paskatina, bei padeda gerinti jų tikėtiną ar jau įvertintą paslaugų kokybę. 2. Pagrindinės paslaugos be kurių stovyklos organizatoriai negalėtų vykdyti savo veiklos yra apgyvendinimas ir maitinimas. Teikiamos stovyklų paslaugos vyksmas yra neįmanomas be vadovų, kurie atsakingi už stovykloje vykdomas programas, stovyklautojų laisvalaikį bei kitus užsiėmimus vykstančius stovykloje. 3. Norint gerinti paslaugų kokybę „Gintaro“ stovykloje, pirmiausiai dėmesį reikėtų atkreipti į stovykloje vykdomą programą, jos įvairumą, programos tinkamumą, jos pritaikymą skirtingiems vartotojams, bei svarbiausia – jos naudingumą vartotojui, kuris aktualus ir labai svarbus mūsų augančiai jaunajai visuomenei, jos požiūriui į bendravimą, rezultatų siekimą bei bendrą pasaulėžiūrą. / Study object: service quality evaluation. Goal of the work: to assess quality in „Gintaras“ camp. Tasks of the work: 1. Define the service quality conception and quality evaluation. 2. Overview camp services. 3. Evaluate service quality in „Gintaras“ campo of consumer attitudes. Conslusion: 1. Servise quality is an object feature which allows to satisfy today or anticipated consumer needs. To assess servise quality there are various quality testing models that enables organizations to determine the quality of service issues, and encourages helps to improve their expected quality of services. 2. Basic services that childrens camp can not be organized is accommodation and nourishment. Providing camp services, process is not possible without the camp leaders who are responsible for camp programs, the campers leisure and other activities taking place in the camp. 3. In order to improve service quality, in the "Amber" camp, first consideration should be given to the camp running program and its diversity, relevance of programs, and adapt to different users, and most importantly - the utility of the user that is relevant and very important for our growing young society and its approach to communication, achievement of results and overall outlook.

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This research investigates the impact of service characteristics on the importance of service quality dimensions across a wide range of service industries. In this research, six service industries are selected to represent the characteristics peculiar to services. The different importance weightings of service quality dimensions in these service industries are identified and a 16-dimension service quality approach is developed for the empirical analysis. This research identifies that importance is the most powerful and appropriate measurement to assess service quality in an industry level. Two phases of empirical research were conducted using a mixed methodology approach. Phase one -the quantitative study -uses 600 telephone interviews to investigate service quality importance from the customers' perspective. Phase two - the qualitative study - uses 12 in-depth personal interviews with managers from these industries to assess service providers' perceptions. Comparisons are made on service quality issues among the six service industries, among all service quality dimensions, between customers and service providers, and among consumers with different experience level with the service. From the quantitative phase, this research develops a service quality importance model to aid managers and academics in understanding customers' perceptions of service quality. The model is then verified in the qualitative phase. Findings indicate that both customers and service providers perceived each service industry has different weightings relating to service characteristics and service quality dimensions. However, perceptual differences between service providers and consumers were found in all service industries. In addition, the findings suggest that consumers' experience levels have no impact on consumers' service quality importance perception in some services industries, e.g. university and restaurant, and only have impact on a limited number of dimensions in other service industries. The concepts of core dimensions and peripheral dimensions are derived from the interviews with service providers in the qualitative phase. The peripheral dimensions are of particular importance for building competitive advantages.

Research question How does the customers´ perceived service quality change when an industry becomes privatized? Purpose The purpose of our study is to examine how the customers´ perceived service quality change after a privatization of an industry. We have investigated if the pharmaceutical industry´s state-owned and privately-owned enterprises deliver different levels of perceived service quality. Methodology This study is of a quantitative approach where empirical data is collected through a questionnaire which is handed out to 120 respondents. Findings There are no statistically proven difference in perceived service quality between state-owned and privately-owned enterprises. Conclusion                         State-owned and privately-owned enterprises are similar in sense of delivering customer service quality in a deregulated and competitive marketplace. Implications Our study contributes to the understanding of privatization. Privatization is a well-debated measure, and citizens of almost any society shares different opinions about its effect on our well-being, and the result from this study gives an understanding how privatization actually affects the society in sense of the service quality provided.

Purpose The study theoretically examine if satisfaction of a sports team can create place attachment to a city from a residents’ perspective. It empirically tests if this theory can be applied in reality through a case study of a handball team IFK Kristianstad, and Kristianstad city. Design/methodology/approach A deductive approach that was based on theoretical insights from place attachment, satisfaction and service quality. A quantitative study was conducted on spectators in Kristianstad Arena. Findings The paper reveals that high service quality leads to high satisfaction among spectators, which creates place attachment to Kristianstad. The results proved that residents of Kristianstad are more place attached to the city than people living elsewhere. Originality/value The value of our paper is a new insight of place attachment from a resident’s perspective. The paper highlights that satisfaction of a sports team actually can create place attachment to a city. Research implications There are many variables that are important when exploring residents’ satisfaction and place attachment, several of them may be education, healthcare, entertainment and variety in a city. By studying the different variables it is possible to receive a larger perspective from residents’ point of views. Additionally, the study could be applied in a larger context where the target group is the whole population of a city. Practical implications The practical contribution might be valuable information for IFK Kristianstad about the spectators of the team; among other, the information demonstrates that the team is valuable for the city. Since the handball team is of importance for both the city and its residents, this information might be useful when marketing Kristianstad city in the future.