Teoretisk förankring och frågeställningar. Kundtillfredsställelse handlar om att sätta kunden i fokus. Det finns många faktorer som spelar in på en kunds upplevda globala tillfredsställelse, det vill säga det samlade intryck som denne får av ett företags produkt eller tjänst. Dock finns det enligt Sörqvist (2000) inga allmänt applicerbara parametrar som avgör vad det är som har mest inflytande på kundtillfredsställelsen. Därav kommer vi till vår första frågeställning; F1 = Vilka parametrar anser kunderna vara av störst vikt gällande kundtillfredsställelse i bank- respektive nyhetsapplikationer?Vidare menar Kuo et al (2009) att det på grund av detta är viktigt att identifiera rätt parametrar för varje unik kontext. Detta leder oss vidare in på vår andra frågeställning; F2 = Hur skiljer sig dessa parametrar från de parametrar som identifierats i studier kring Internetbaserade nyhets- och banktjänster? Metodologiskt angreppssätt. För att kunna svara på dessa problemformuleringar har vi valt ett kvalitativt angreppssätt i form av intervjuer. Detta för att vi vill skapa oss en djupare förståelse för vad det är som kunderna anser är viktigt vid användandet av bank- respektive nyhetsapplikationer. Våra empiriska data utgörs endast av primärdata och har samlats in från vårt urval av respondenter som består utav åtta personer mellan 18-26 år som alla innehar en smartphone. Vår teoretiska bas som ligger till grund för detta arbete utgörs av litteratur, vetenskapliga artiklar, samt respektabla källor från Internet kring ämnena kundtillfredsställelse, mobilmarknadsföring och Internetbaserade bank- och nyhetstjänster. Resultat och rekommendationer De parametrar som kunderna anser är viktigast gällande bankapplikationer är (i turordning) säkerhet, möjlighet att se saldo, överföring av pengar, användarvänlighet och integritet. Vad gäller nyhetsapplikationer anser de användarvänlighet, anpassning till skärmstorlek, pris, gratisversion av applikationen och integritet vara de mest bidragande parametrarna till tillfredsställelse.I bankapplikationer kontra banktjänster via Internet skiljer sig de viktigaste parametrarna åt till en viss del. Användare av bankapplikationer är överens med användarna av Internetbaserade banktjänster att både användarvänlighet och säkerhet är två faktorer som i allra högsta grad påverkar kundtillfredsställelsen. De är även till en viss grad överens om att informationen måste vara tidsenlig genom att den kontinuerligt uppdateras. Rent generellt lägger användare av Internetbaserade banktjänster mer vikt vid personifiering av innehållet, transaktionshastigheter och operationell precision, medan användare av bankapplikationer tycker det är viktigare att de primära behoven helt enkelt finns tillgängliga (i detta fall överföring av pengar och möjlighet att se sitt saldo).När det istället gäller parametrar för nyhetsapplikationer i kontrast till parametrar för nyhetstjänster via Internet så har det visat sig att användare av dessa båda är någorlunda överens om vad som är viktigt för att de ska bli tillfredsställda i sitt användande. Dels identifierar de underhållningsvärdet och personifieringen av innehållet som två bidragande faktorer för tillfredsställelse. Likt bankapplikationerna så har våra respondenter inte heller här identifierat transaktionshastigheten/responstiden som en tillräckligt viktig faktor. Däremot är de överens om att innehållet måste vara anpassat till skärmstorleken. Med detta sagt så vill vi rekommendera utvecklare av bank- och nyhetsapplikationer att ta hänsyn till samtliga av de parametrar som vi har identifierat i denna studie. I de fall då utvecklarna står inför dilemmat av eventuella begränsningar, så rekommenderar vi att de först och främst i högsta möjliga grad fokuserar på de parametrar som våra respondenter har uttryckt är de allra viktigaste. Genom att uppfylla dessa behov hos kunderna ökar kundtillfredsställelsen och därmed även lojaliteten, vilket i sin tur bidrar till ökad lönsamhet för företaget.

AbstractTitleValue Creation of Mobile CouponsBackgroundCoupons have been around for years in traditional paper form where they have for instance been found in grocery stores located directly by the product they offer a discount on. Lately, mobile phones have come to play a greater part of our lives where they are also getting integrated into activities we conduct. This has been of interest for the fast moving consumer goods (FMCG) industry where integration of the mobile phone has arisen to a new phenomenon: mobile coupons that can be transmitted to the mobile phone instead of using traditional paper coupons.PurposeThe purpose of this paper is to examine if and how mobile coupons can create value for Kuponginlösen and its partners.MethodEmpirical data has been collected through interviews, which in turn have been analyzed with a theoretical framework consisting of the Business Model by Amit and Zott (2001).ResultsMobile coupons provide value, not just for Kuponginlösen, but also to its partners consisting of FMCG manufacturers, convenience store chains, food chains, DLF, Mobilab, and GS1. Mobile coupons are an efficient way of distributing offers and complement traditional coupons. Although the popularity of mobile coupons will continue to increase significantly, as for today, they account for a small part of the total coupon market in Sweden.KeywordsMobile coupons, value creation, Kuponginlösen, FMCG industry, m-commerce / AbstraktTitelMobila kupongers värdeskapandeBakgrundKuponger har funnits i åratal i traditionellt pappersformat där de exempelvis funnits i livsmedelsbutiker vid produkter de ämnar rabattera. På senare tid har mobiltelefoner blivit en viktigare del i våra liv där de även integrerats i de aktiviteter vi utför. Detta har varit av intresse för livsmedelsbranschen där integration av mobiltelefoner har lett till ett nytt fenomen: mobila kuponger som kan skickas till mobiltelefonen istället för att använda sig av traditionella kuponger.SyfteSyftet med denna uppsats är att undersöka om och hur mobila kuponger kan skapa värde för Kuponginlösen och dess partners.MetodEmpirisk data har inhämtats genom intervjuer som i sin tur har analyserats med hjälp av modellen ‘the Business Model‘ av Amit och Zott (2001).ResultatMobila kuponger skapar värde, inte bara för Kuponginlösen, utan även för dess partners som består av livsmedelstillverkare, snabbköpskedjor, livsmedelskedjor, DLF, Mobilab och GS1. Mobila kuponger är ett effektivt sätt att distribuera erbjudanden och de kompletterar traditionella kuponger. Även om populariteten av mobila kuponger kommer att öka signifikant utgör de i dagsläget en liten del av den totala kupongmarknaden i Sverige.NyckelordMobila kuponger, värdeskapande, Kuponginlösen, livsmedelsindustrin, mobil handel

The advance of mobile phone devices and wireless communication have dramatically change the way individuals do for their personal lives and businesses. Nowadays, people can not only talk with their peers located at different places, they can also get the desired information ubiquitously. Business strategies that are based on simple mobile phones have to be adapted to a complex mobile business ecosystem. The mobile phone market in Guatemala has almost saturated, and the mobile operators have to come up with creative ideas to increase their revenues. This thesis explores what the user¡¦s intentions toward mobile services in Guatemala. Understanding users¡¦ intension will allow entrepreneurs to create new business strategies that would fill an existing void that exists on the Guatemalan mobile market.

Purpose: Explore the external and internal barriers preventing consumer purchases in M- commerce. Research Questions:RQ1: What are the external barriers that prevent consumer purchases on smartphones?RQ2: What are the internal barriers that prevent consumer purchases on smartphones? Methodology: This thesis is a qualitative study using an exploratory purpose and used a cross- sectional strategy collecting data through two focus groups. Conclusion: There are existing external barriers in M-commerce that consist of; unadjusted webpages for the smartphone, small screen size, and inconvenient internet connection. Along with that, internal barriers consist of; the inability to complete a task efficiently, consumers’ motivation to use the smartphone other than purchasing, technology perceived as difficult, security concerns and lack of trust, and finally the lack of skill. Thus, the findings of this thesis explored how these factors prevent consumer purchasing in M-commerce. Theoretical contributions/limitations/future research: The key contributions of this thesis is in the field of M-commerce. More specifically, dividing the barriers of purchasing in M-commerce into two categories, external and internal barriers, which has not been studied before. Since this thesis used an exploratory purpose, the subjective nature therefore has implications affecting its validity and reliability resulting in lower levels of generalizability and replication. Along with this, the language barriers in the focus groups may have had an effect on the results. A suggestion for future research is to focus on the relationship between the external and internal barriers in M-commerce rather than distinguishing them. Future research could also consist of identifying other approaches of the barriers in M-commerce.

The aim of this thesis was to suggest practical use of m-commerce in the company Elektra PV based on analysis of options of m-commerce in the Czech Republic and in the world. First part of this thesis investigates theoretical basics of mobile commerce. Next part processes three case studies about the companies Amazon, Argos and Alza.cz, then followed the analysis of m-commerce. Based on previous findings is suggested for the company Elektra PV to implement mobile application.

Among the main advantages of the marketing usage of m-Commerce belong good focus possibilities, fast response, good measurable records, usability for large or smaller organizations and low expenses on creative solutions. A wide range of solutions is convenient for both, large and small companies. Nevertheless, it seems that its expansion in the Czech Republic is still quite unusual. Key factors of the success of m-Commerce are the fast technical development of mobile phones in many areas, the high penetration of mobile phones in the population ( there were 129,6/100 citizens active sim cards in the Czech Republic in 2008), and its all-purpose utilization. M-Commerce is also a part of the company´s orientation on the multi-channel access to its information system and its particular applications and database.Clients can choose the channel which they consider the most suitable and technically and financially available for their demand.

Context. Usability work in software engineering is a measure of quality and it contributes to the overall acceptability of systems. However it is also the most neglected process in the software industry. While there are established guidelines and methods in usability, they are not used in the industry to the full extent. Objectives. In this case study I examine the level of usability and usability issues with the context of use in an M-Commerce solution. Also, I address the distance between development and the current and potential expert users of the wallet platform solution. Methods. In this exploratory research, a number of article sources such as IEEE Xplore, ACM Digital Library, and Springer Link are used. Studies are selected after reading titles, abstracts and keywords, then chosen if relevant to the subject. The methods used in this study were literature review, case study and experiment. Results. A usability test was performed on a specific user interface, in order to detect potential usability issues that might have been overlooked in the development cycle. As an experiment, the test was performed with proxy users and verified with the actual users. A recommendation list based on the test results was produced for possible improvements in the interface. Conclusions. As a conclusion, a modified usability testing method is proposed. Also I conclude that performing usability testing based on the context of use and the ISO 9241-11 standard, brings value to Ericsson’s current and potential customers as well as to the solution itself. The results from the two groups used for testing were very similar and the proxy user group is thus a good alternative to actual users. With the engagement of a team that is working with the customers dispersed over the world, the context of use can be brought to the development department.

Mobile commerce through smart phones as an extension of the traditional electronic commerce is becoming widely implemented together with the IT development and increased usage of smart phones. The thesis is limited to the design factors to consider when adapting to m-commerce for the apparel industry, since this industry has a long experience in online and mail order business. Sales of clothing and footwear have its roots in the mail order business, which means that many users are already accustomed to purchase at a distance, which had facilitated the development.Adapting to the m-commerce trend has resulted in both profitable and user related benefits, but there are also some difficulties during the adaption to the several m-commerce solutions as well as to offer the user an accessible design and user experience. It is common that the smartphone is the only mobile device one has at the moment when a need occurs for product search or media consumption. Even though the screen size and the connection speed of a smart phone, people might at least make an attempt to use their smartphones for these purposes. For example, users keep having experiences of struggling with an unwieldy website on the smartphone to get something done. In conjunction with faster mobile networks and more powerful mobile devices, this behavior will become only more prevalent. The purpose is therefore to investigate the important design factors that exist when adapting to m-commerce and to find out what of these factors are important for the apparel industry to consider when adapting to m-commerce in order to develop an m-commerce design most suitable for the user experience. To obtain the purpose the main research question ”What are the design factors to consider for the apparel industry today when adapting to m-commerce?” is being answered in this thesis.To achieve the purpose of the study, qualitative process and data as well as quantitative process and data were used. From scientific articles, related work and independent surveys a theoretical review was carried out. The literature review has been conducted through search engines such as Summon from Högskolan i Borås and Google Scholar. The empirical study consist of an online self-completion questionnaire done by 40 respondents that has been distributed through social media, and two person-to-person interviews with the two Swedish companies in the apparel industry, Eton AB and a Swedish web shop. In the information collection we have always been concerned to get relevant, unbiased and reliable information. We have evaluated all the materials by the alternative criteria, trustworthiness as mentioned in Bryman & Bell (2011). This is done in order to uphold credibility, transferability, dependability and conformability in the material and conclusions founded in the study.The results from this study involve several factors focusing on the design that may be important when adapting to an m-commerce solution in the apparel industry. These factors are drawn from analysis and discussion of the collected theory and the empirical data, from different perspectives including; user habits, user expectations, perceived security contra actual security, the transaction chain, and payment methods. Factors that are found are: The importance to adapt to m-commerce, even if the smart phone traffic and orders are low at the moment; To achieve a good and trustworthy user interface; To have different options for the user, including payment and access options; The ease of use and navigation on the web shop; The visibility of products and to have clear information on the web shop; Learnability: to make it simple for the users to use the web shop; Efficiency: to secure so that the users don’t has to spend too much time and energy to complete their task; Effectiveness: concerning the speed and to which degree the user successfully complete their task; Satisfaction is critical since if the m-commerce system does not appeals to the user they may feel less inclined to use it; Payment systems concerning the adaption to payment solutions for m-commerce web shops; Liability consider who is responsible of what parts as well as making it easy for the users to understand who to turn to if they have questions or complaints; Privacy and security, considering how to defend the m-commerce solution towards increased security threats users may face as well as making the users trusting the web shop enough to use the solution.

This thesis deals with design and implementation of framework for Android operating system. This framework is designed for effective development of mobile applications for products presentation. The framework considers the possibility of customization and change of its default behavior.

The use of smart phones has changed the lifestyle of the society. Almost all kind of useful tools you can find on your smart phone. People used to buy goods every day. And for the purchase of goods they must pay. Security is very important while payment is concern. In this thesis we have designed and demonstrated a mobile phone application that can be used for a small shop or a big market. For any kind of commerce application, three different kind of entities are mostly involved: the customer, the sales person, and the management of the shop. Our designed mobile application has three different interfaces for three different kind of users: Manager Interface, Employee Interface, and Customer Interface. An interface for the system administrator is also designed, which should be used as an desktop application on the point of sale server. This application is flexible with capabilities of different payment options. Our proposed design can be implemented in any smart phone environment for example Android, iOS or Windows phone. This design provides availability, confidentiality, and integrity of payment data.