<p>The reason for this study of the Swedish banking sector is that we suspect that collusion is at hand in the sector. We ground our suspiciousness on the extensive revenues and high retail banking fees. Swedish banking fees are the highest in EU. Based on this and that the banking sector is oligopolistic with only a few significant competitors we found it interesting to apply theories concerning tacit collusion on the banking sector. Our main conclusions are that cooperative pricing could be successful for banks since prices are a poor means of competition whereas customers focus on service quality instead of price. There is little asymmetry among the established banks and they cooperate through a number of systems. Since they cooperate through these systems the banks experience similar cost pressures and information is available. The Swedish bankers’ association plays an important role in the exchange of information. Thus, the facilitating features are strong and cooperative pricing can be profitable. An effective banking sector is essential for an economy and has a central role in the society as a whole. The presence of collusion can therefore have important implications, not only for the customers but also for the society. Efficiency costs also appear when collusion is at hand and can exceed the society’s welfare losses.</p>

The reason for this study of the Swedish banking sector is that we suspect that collusion is at hand in the sector. We ground our suspiciousness on the extensive revenues and high retail banking fees. Swedish banking fees are the highest in EU. Based on this and that the banking sector is oligopolistic with only a few significant competitors we found it interesting to apply theories concerning tacit collusion on the banking sector. Our main conclusions are that cooperative pricing could be successful for banks since prices are a poor means of competition whereas customers focus on service quality instead of price. There is little asymmetry among the established banks and they cooperate through a number of systems. Since they cooperate through these systems the banks experience similar cost pressures and information is available. The Swedish bankers’ association plays an important role in the exchange of information. Thus, the facilitating features are strong and cooperative pricing can be profitable. An effective banking sector is essential for an economy and has a central role in the society as a whole. The presence of collusion can therefore have important implications, not only for the customers but also for the society. Efficiency costs also appear when collusion is at hand and can exceed the society’s welfare losses.

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Background: Concurrently, as the importance of Employer Branding has increased over the past decades, Swedish banks have reached an all-time low customer satisfaction and suffer from a lack of trust. The latest entrants to the workforce, Generation Y, have shown unique demands and wants from their employer, where they generally value working for a company contributing to society. These factors indicate a future problematic situation where Swedish banks may have difficulties attracting and retaining the most suitable talents from Generation Y.Purpose: The purpose of this study is to explore how companies within the Swedish banking industry work with Employer Branding. In addition, the intent is to examine how actors in the Swedish banking industry adapt their Employer Branding to better meet the needs and wants of Generation Y, in order to attract and retain talents from this age category.Method: A qualitative study with interpretivist philosophy, where four interviews have been conducted with large actors in the Swedish banking industry.Conclusion: Findings show that Swedish banks are aware of the necessity to differentiate themselves as employers and they perceive their efforts to diversify as successful. In addition, communicating the brand accurately through social media is highly important. Further, the empirical data shows some recognition of the different characteristics of Generation Y. However, Swedish banks only adjust their Employer Branding to a limited degree in order to specifically target Generation Y.

Background: The wave of Artificial Intelligence (AI) is marching on, replacing jobs and traditional services, and is predicted to be one of the biggest marketing trends in the close future. Four of the major Swedish banks have started to implement AI as a customer service channel. Simultaneously, the Swedish banking industry is experiencing an all-time low in customer satisfaction, where one of the main reasons is the diminishing number of local branches. Purpose: The purpose of this thesis is to explore the attitudes that customers have towards AI in customer service, as a substitute to local brick and mortar offices within the Swedish bank industry, as well as uncover any significant factors that could influence these attitudes. Method: This is a qualitative study of exploratory nature where five focus groups have been used to collect empirical data. A total sample of 26 participants, ranging from 20-55 years old, have partaken in the focus groups.  Conclusion: Findings show that there mainly exists a negative attitude towards AI as a substitute to brick-and-mortar offices, but positive attitudes towards it as a complement. Factors that influence the attitudes were found to be Convenience, Perceived Usefulness, Perceived Ease of Use, Trust, Risk and Social influence. Awareness and Prior Technological Experience were found to not have great influence on customer attitudes.

The interpretation an individual does as an organizational member is complex. This studyfocuses on the meaning that arises when an individual interprets their organization through theopinions of others. The importance of other people's perceptions of the organization has thusfar seen a low degree of sociological research. However, this study intends to contribute to suchresearch. The purpose of this study is to understand how external perceptions of one's ownorganization become part of an organizational member’s identity, as well as the importance ofthese external perceptions in the organizational member’s relationship with the organizationand external actors. The study takes a qualitative approach, and the results are based on semistructuredinterviews with informants working in different positions in the Swedish bankingsector. The theoretical frameworks used in this study consist of Tom J. Brown et al. and thetheory of organizational identity, Pierre Bourdieu's concept of habitus, and the forms of capitalcombined with Howard Becker's Commitment theory, and finally Erving Goffman'sdramaturgical perspective. The results show that the most crucial aspect for the informants tostay in an organization is the social contacts and networks they receive from their organizationalmembership. Thus, the perceptions of external actors' regarding the organization have littlebearing on the perceived commitment of the informants. Furthermore, it appears that theinformants in interactions with others find their financial knowledge to be highly valued by thepublic, despite a perceived negative attitude towards the sector. The study finds this to beimportant for the impression management, and role-taking informants undertake in interactions.Lastly, it seems that the habitus has a central purpose in understanding the meaning informantsplace in other people's perceptions of the organization, both regarding commitment andinteractions. / Det tolkande som en individ gör i egenskap av organisationsmedlem är komplext och dennastudie riktar in sig på den mening som uppstår när en individ tolkar sin organisation i utifrånandras uppfattningar. Betydelsen av andras uppfattningar om organisationen har hittills sett enlåg grad av sociologiskt inriktad forskning och det är något som denna studie ämnar bidra med.Syftet med denna studie är att få förståelse för hur externa uppfattningar av den egnaorganisationen blir del av en organisationsmedlems identitet, samt betydelsen av dessa externauppfattningar i organisationsmedlemmens relation till organisationen och externa aktörer.Resultatet av denna kvalitativa studie baseras på semistrukturerade intervjuer med informantersom arbetar på olika positioner inom den svenska bankbranschen. Det teoretiska ramverk somhar använts i studien är Tom J. Brown m.fl. och teorin kring organisationsidentitet, PierreBourdieus habitusbegrepp och kapitalformer i relation till Howard Beckers teori om åtagande,och slutligen Erving Goffmans dramaturgiska perspektiv. Resultatet visar att den viktigasteaspekten till att informanterna stannar kvar i organisationer är de sociala kontakter och nätverkde får. Därför kan man se att externa aktörers uppfattningar om organisationen har litenbetydelse för informanternas upplevda åtagande. Det framkommer även att informanterna iinteraktioner upplever deras finansiella kunskap som högt värderad av allmänheten, trots enupplevd negativ inställning till branschen som helhet. Detta konstateras ha betydelse för denintrycksstyrning och det rolltagande informanterna gör i interaktioner. Avslutningsvis,framläggs det även att habitus verkar ha en central roll i att förstå betydelsen som informanternalägger i andras uppfattningar om organisationen, både gällande åtagande och i interaktion.

This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous research to strengthen the research results. The thesis empirical findings demonstrate that 42.9% of the respondents agreed with the statement; My bank's chatbot technology quality improved my customer satisfaction. Moreover, the correlation analysis showed that customer satisfaction and customer satisfaction linked to technical quality had a strong positive correlation between the concepts. Swedish banks could use the information to develop further their chatbots' technical quality, which would reduce customer service costs and influence how customers visit the bank. The thesis research results can also be applied and used by other industries that want to improve or implement chatbots in their digital business.

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Bakgrund: Under 80- och 90-talet startade en debatt om den ekonomiska styrningen där styrning efter finansiella nyckeltal kritiserades. Att enbart styra ett företag efter finansiella nyckeltal ansågs inte enligt kritiker förbättra områden som kundnöjdhet, innovation, kvalitet, cykeltid samt motivation hos medarbetare. Balanserade styrkort används som ett redskap för planering och uppföljning. Ett styrkorts främsta syfte är att översätta strategiska mål och visioner till ett antal sammanhängande prestationsmått. Dessa mått delas in i olika perspektiv som vanligtvis är finansiella, kundfokuserade, processfokuserade och innovationsfokuserade. Majoriteten av de största bankerna som är verksamma i Sverige använder balanserade styrkort. I bankverksamhet är en av de viktigaste parametrarna kundservice, eftersom att banker är en form av tjänsteorganisationer. I och med en hårdnad konkurrens på bankmarknaden finns det höga krav på den interna styrningen för att banker ska kunna behålla sin befintliga kundstock och utöka den. Med detta som bakgrund är det intressant att se på hur de olika styrkorten skiljer sig mellan bankerna och om det går att utskilja typiska nyckeltal/mått och perspektiv som är specifika för bankbranschen. Syfte: Är att beskriva utformning och användning av balanserade styrkort i de största bankerna på den svenska marknaden samt att utveckla ett förslag på ett generellt styrkort för banker verksamma i Sverige. Metod: En kvalitativ metod med intervjuer har använts. Resultat &amp; Slutsats: Balanserade styrkort används i planeringssyfte och som ett kommunikationsverktyg. De viktigaste perspektiven i bankernas balanserade styrkort är det finansiella perspektivet, kundperspektivet samt ett medarbetarperspektiv. / Background: Between 1980 and 1990 there was an ongoing debate about internal management in companies. Management solely based on financial indicators was criticized because it didn’t allow for improvements in customer satisfaction, innovation, product/service quality and more. The balanced scorecard can be used as a tool for planning and follow-up. The main purpose of the balanced scorecard is to translate an organizations strategic goal and vision to a set of performance measures. These measures are organized into different perspectives, these are usually a financial perspective, a customer focused perspective, an internal process perspective and an innovation perspective. The majority of the largest banks in Sweden use a balanced scorecard. One of the most important things for success in the banking industry is to have satisfied customers. The importance of customer satisfaction put pressure on the internal management as banks wants to keep their existing customer base and also expand it. Therefore it’s interesting to see if a typical balanced scorecard for Swedish banks exists. Aim: The aim for this study is to describe the design and usage of the balanced scorecard in the largest Swedish banks. Further we want to develop a typical scorecard for Swedish banks. Method: Qualitative methods with interviews have been applied. Results &amp; Conclusion: The balanced scorecard is used as a planning tool, a tool for communication. The most important parts of the balanced scorecard in Swedish banking are the financial perspective, the customer perspective and the employee perspective.