Problem: Nya företag är viktiga för en kommun. Kommuner arbetar dock väldigt olika när det gäller att hantera nya företagsetableringar. Vissa kommuner arbetar mer aktivt medan andra är mer passiva och ambitionerna skiljer sig starkt åt mellan dem. Företagen har ofta fler alternativa etableringsorter. En kommuns bemötande och service spelar stor roll vid en etablering. Syfte Syftet med denna utredning är att ta fram en guide för hur en kommun bör hantera företagsetableringar. Guiden ska kunna användas av näringslivschefer och näringslivsenheter som inspiration och stöd i arbetet mot en förbättrad hantering av företagsetableringar. Tillvägagångssätt: Data samlades in genom intervjuer med 15 personer med lika erfarenheter av företagsetableringar. Data sammanställdes och analyserades utifrån en utredningsmodell som tagits fram ur de teoretiska utgångspunkterna. Teoretiska utgångspunkter: Utredningen hade sina utgångspunkter i teorier kring företagets etableringsprocess, faktiska faktorer som påverkar valet av etableringsort, teknisk och funktionell servicekvalitet samt extern och intern marknadsföring. Utredningen utgick även ifrån teorier kring vikten och skapandet av en relation. Guide: Insamlad data gav information om hur kommuner bör arbeta långsiktigt och övergripande för att förbättra hanteringen av företagsetableringarna men även information om mer kortsiktiga och konkreta handlingar. Det mer övergripande och långsiktiga arbetet innebär bland annat att ta fram en vision för näringslivet och värna om de befintliga företagen i kommunen. Gällande det mer kortsiktiga och konkreta arbetet föreslås exempelvis att kommunen bör identifiera det enskilda företagets behov, mål och önskemål samt arbeta utifrån detta. Kommunen bör även bjuda in företaget att besöka kommunen och ge företaget en personlig kontaktperson. / Problem: New companies are important for a municipality. The municipalities in Sweden are however working very differently when it comes to managing business establishments. Some municipalities are very active while others are more passive. Companies do often have several alternatives when they are choosing a place to establish their business. Hence, how the municipalities serve and threat the companies is very important concerning business establishments. Purpose The purpose of this thesis is to develop a guide how to manage business establishments in a municipality. The guide should be used by industrial life executives and units as inspiration and support in their work for a better management of business establishments. Methodology: Data was collected through 15 interviews with persons with experience of business establishments. The data was organized and analyzed with the aid of a model that was derived from the theoretical framework of this thesis. Theoretical Framework: The theoretical framework contended theories about a business establishment process, factors that influence a company’s location choice, technical and functional service-quality and internal and external marketing. The framework also contended theories about the importance of a relationship and relationship-building. The Guide: The collected and analyzed data gave information about how the municipalities can work overall and long-term to improve the management of the new establishments, but it also gave information about how they can work more concretely and short-thermed. The overall and long-term work means for example that the municipality should create a vision for the industrial environment and that they should take care of the existing businesses. The concrete and short – term task implies identifying the needs, goals and wishes of the individual company and working with that as a base. The municipality should also invite the company to visit them and give them a personal contact person.

In recent years, the internet shopping development is quite developed, what every shopping website developed is quite ripe too, and 3C products occupy sizable rates in the internet shopping. So I want to study that 3C shopping website influences factor that influencing consumers¡¦ will to use the internet shopping. This research base on demography and knowledge about 3C products to create the cause-effect model of electronic service convenient, electronic service quality, customer satisfaction, and purchase intention. Through statistics software, probe into the relationship, electronic service convenient, electronic service quality, customer satisfaction, and purchase intention in the internet. In order to have close look to on customer needs is essential. Overall, the entire model fit is acceptable. It is pointed that the whole theory model of this study completes the standard of the fit test. To sum up, the results shows the indeed influential relationship among the four concepts.The customer satisfaction is the most important factor that negative effect purchase intention in the entire model. The second factor is electronic service quality. And electronic service convenient only leads a positive effect on purchase intention via electronic service quality and customer satisfaction. However, the effect is very small.

This thesis is a part of a larger collaboration between students during the spring semester of 2009. The aim was to work together in order to collect more data and allow deeper analysis in the specific area chosen by each student-group. The goal was to come up with advice for banks on how to target immigrants in Sweden. During this process a common theoretical framework was decided on and a questionnaire was developed. The questionnaire was written in English and later translated to several other languages in order to reach some of the target groups that were not fluent in English. The chosen structure of each paper was to write it more like an article than a “traditional” master thesis.

Aim: Banks in Sweden appear extend through different distribution channels. The role of branch banking has changed to provide advisory services and sell the banks' products and service which is an approach involves the people interactions. Service employees are associated with the organization service quality and customer satisfaction. A comprehensive human resource strategy thus can help the organization develop a more customer-orientation employee, in order to deliver service quality.  With the help of the human resources strategies wheel (Wilson et al., 2008), how a bank develop people to deliver service quality will be showed, which finally lead to the purpose of this paper - revealing the importance of people on delivering service quality. Method: By reading relevant literatures, the theory about service culture and human resource strategy is defined. Svenska Handelsbanken chose to be the research object. Its decentralized organization which focuses on the interplay between strong branches, highly-trained specialists and efficient support functions is useful to this research. Through face-to-face interview with branch managers, a holistic view of the situation in bank will be showed, additionally, detail information can be digging out. Result & Conclusions: The human resources strategies used by Handelsbanken is a process generally including hire the right people, provides effective and sufficient training and needed support systems, retain the best people. As a result, this research indicates with the service culture which establishes deeply inside the organization; Handelsbanken realizes the important of people on delivering service quality. And then by choosing the right people, training them, supporting them, and retaining them as a serious of human resources strategies, the service quality is delivered. In addition, the authors find out the relation among service culture, human resources strategies and people work as a triangle, constraining and assisting each other. Suggestions for future research: One of the limitations of this thesis is lack of employee perception. Another is hard to find a lot of information about the unique reward system in Handelsbanken - Oktogonen Fundation in English. The document is in Swedish so that the authors only can get general information from the annual report 2008 of the bank. The suggestion for future research is to conduct a study which it includes bank perspective and employee perspective. Contribution of the thesis: The contribution of this study is to show how importance of people in service quality delivery by complementing a framework which is integrated service culture and human resource strategies.

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Kraven på att landstingen ska erbjuda hög servicekvalitet inom vården ökar ständigt och det finns för närvarande områden, som bemötande och tillgänglighet, att förbättra. Samtidigt är en ny trend inom denna bransch att tilldela enheter inom den större organisationen mer inflytande över dess egen arbetssituation och styrsätt. En styrform som blivit allt vanligare i Västerbotten är intraprenad, vilken medger större befogenheter för personalen och ska främja intraprenöriellt arbete inom organisationen. Ökat intraprenörskap inom organisationer har visat sig ha en positiv effekt på bland annat servicekvalitet, vilket är centralt för hur vårdtagare upplever besök vid hälsocentraler. Med denna bakgrund och ett intresse för entreprenörskap samt servicekvalitet utgick studien från följande problemformulering. Hur påverkar hälsocentralers styrform vårdtagarens upplevda servicekvalitet? Studiens syfte var att skapa förståelse för hur olika styrformer påverkar den upplevda servicekvaliteten genom att undersöka skillnader och likheter mellan en intraprenad och en traditionellt driven hälsocentral ur ett servicekvalitetsperspektiv. Ett delsyfte var att visa vilka åldersgrupper och vilken könstillhörighet som inverkar mest på resultatet samt ge vissa rekommendationer för hur hälsocentralerna kan förbättra servicekvaliteten. Studiens ansats är deduktiv och baseras på den teoretiska referensramen innefattande teoretiska resonemang vilka bland annat behandlar entreprenörskap, intraprenörskap och servicekvalitet. Urvalet bestod av två hälsocentraler i Västerbotten, en på Ålidhem och en i Burträsk. Hälsocentralen på Ålidhem drivs på traditionellt vis av Landstinget och hälsocentralen i Burträsk drivs som intraprenad inom Landstinget. Totalt medverkade 96 respondenter, 51 vid Ålidhems Hälsocentral och 45 vid Burträsk Hälsocentral. Datainsamlingen genomfördes med hjälp av enkäter, vilket gav studien en kvantitativ karaktär. Resultatet av undersökningen tolkades med hjälp av författarnas förförståelse samt teoretiska resonemang, varvid en positivistisk kunskapssyn användes. Det empiriska materialet jämfördes och kommenterades för att därefter medge analys och diskussion. Figurer och diagram utgör huvuddelen av resultatredovisningen. Analysen fokuserar på differensen mellan upplevd servicekvalitet och dess viktighet, benämnt som differens. De servicekvalitetsrelaterade aspekter som erhållit störst differens vid hälsocentralerna var således i fokus. Det empiriska materialet visade att servicekvaliteten vid Burträsk Hälsocentral upplevdes något bättre av vårdtagarna, vilket även medförde att differensen för de flesta aspekterna var lägre än motsvarande värden vid Ålidhems Hälsocentral. Båda hälsocentralerna har dock tilldelats höga värden för servicekvalitet och har generellt mycket nöjda vårdtagare. Då de rådande omständigheterna vid hälsocentralerna inte är lika är det problematiskt att härleda resultatet enbart till styrsätt. Andra faktorer som möjligtvis påverkade utfallet är hälsocentralernas storlek, upptagningsområde, geografiska placering samt rådande demografi. Då resultatet var något bättre i Burträsk verkar styrformen intraprenad medge bättre förutsättningar för skapandet av servicekvalitet för vårdtagarna. I vilken utsträckning det enbart är styrsättet som ger upphov till de positiva effekterna kvarstår att besvara. Därmed rekommenderas vidare studier med ett annat urval för att tydligare visa vilka faktorer som utgör grunden för hög servicekvalitet, vilka skulle kunna tyda på att intraprenad ger upphov till bättre servicekvalitet.

The purpose of this study was to test the reliability and validity of the Turkish version of the Service Quality Assessment Scale (SQAS). The participants of this study constituted of 338 male (53.1%) and 298 female (46.9%) health-fitness club&rsquo / s members. The Confirmatory Factor Analysis (CFA) was used to examine the factor structure of the SQAS instrument, which assess the service quality of health-fitness clubs. Six-factor model of SQAS was analyzed based on the Maximum Likelihood (ML) estimation method. The goodness-of-fit indices of the model were admissible: for the expectation model Root Mean Square Error of Approximation (RMSEA) was = .067, Standardized Root Mean Square Residual (SRMR) was = .056, and both the Comparative Fit Index (CFI), the Incremental Fit Index (IFI), besides the Non-Normed Fit Index (NNFI) was = .95. For the perception model RMSEA was = .059, SRMR was = .054, and both the CFI, the IFI, as well as the NNFI was = .96. It was concluded that all of the goodness-of-fit indices of both the expectation and perception model were admissible, with the perception model slight better than the expectation model. The composite reliability and variance extracted was also calculated for expectation and perception model. Analysis indicated that CR values were all above .70 for both expectation model (.74 to 1.00) and perception model (.73 to 1.00). The variance extracted values with the exception of Child Care were comparatively lower than the .50 standard. The present study demonstrated that the SQAS with six-factor model appears to be a reliable and valid instrument to measure the service quality of health-fitness clubs.

Globalization creates for companies’ new opportunities for business development, as well as new challenges. One of the most prevailing challenges is the ability to create new products and services in accordance to diverse customer needs and requirements, as well as implementation of new technologies in future lines of products. Therefore, companies realize the importance of the Marketing and Sales (M&S) and Product Development (PD) departments. The interface between those two departments plays a decisive role in realization of customer needs and requirements, and application of the right technologies in new products. The speed and accuracy with which the information between the M&S and PD department is exchanged directly influences success of one’s products on the market. Consequently, companies strive to achieve greater level of cross-functional integration within the interface, by overcoming barriers to integration, and improving the quality of internal services by utilizing computer based Information Systems (IS). The role of IS in supporting cross-functional work environment is growing, thus companies of all size make investment in IS. Nonetheless, these investments very often fail or not bear expect results, due to lack of alignment of the investment with the business. This thesis documents a diagnosis undertaken for the Case Company. In recent years the Case Company experienced rapid international expansions and fast growth, which in turn exposed a whole new range of problems. The existing work routines turned out to be inadequate to maintain international expansion and growth. A great deal of these problems was enrooted directly in the interface between the M&S and PD departments. Therefore, the company realized a need to isolate and eliminate them, and further foster the cross-functional integration and information flows within the interface by implementation of a computer based Information System. The purpose of this thesis is to enhance the understanding of the integration and communication process within the M&S and PD departments at the Case Company. In order to fulfil the purpose the Enterprise Knowledge Development modelling technique was employed. This allowed tracing the problems to their roots, by mapping business processes, goals, rules, actors, as well as clarification of concepts. As a result an objective snapshot of the current cross-functional integration between the M&S and PD departments was created. Further, this snapshot was compared against a great body of literature in the field of Product Development and Management and Process Management. The comparison made it possible to indicate areas for potential future improvements. The proposed change needs aimed at enhancing the internal customer satisfaction. Last but not the least in deep analysis of the current cross-functional relations within the interface made it feasible to suggest (with literature assistance) initial vital functions of a computer based Information System to enhance the integration and information flows within the studied interface at the Case Company. The proposed functionality corresponds to the current, as well as anticipated needs of the interface that has been derived based on requirements of the actors to fulfil goals and satisfy organizational processes.

The induction of the tuition fee for higher education in Sweden for students arriving from outside the European Economic Area will affect Swedish universities and in particular Jönköping University considering its position on the educational market as one of the most international universities in Sweden. This, in combination with the BRIC countries’ expanding economies, has inspired the researchers to examine how these four countries experience the educational service quality offered by Jönköping University. With the new legislation of the introduction of the tuition fee, a major change affecting the Swedish educational system has taken place and it is therefore significant to examine the possible effects this might have. This research has used Jönköping University as a case, and the collection of data will be concentrated on international and exchange students attending the university. The reason behind the choice of Jönköping University is because of its strong international profile with many partner universities worldwide, which has resulted in a high rate of international and exchange students arriving to the university (Educations.com, 2011). Due to the nature of a service, the measurement tool of SERVQUAL has been used. Qualitative interviews were conducted to increase the reliability of the quantitative findings, where one student from each country was interviewed. In order to gain sufficient samples for the questionnaire, the researchers have used Geert Hofstede’s theory on cultural dimensions to compensate for the groups missing satisfactory population but also to examine whether students from the covered dimensions experience services differently. Due to the inability to measure the expectations of the students, the zone of tolerance was used in order to indirectly identify expectations of future students. The Total Perceived Quality model was used to demonstrate the connection between experience and expectation of a service in order facilitate the understanding of future expectations.  Descriptive- and factor analyses were used in combination with the zone of tolerance when examining the findings. The quantitative data imply that there is a gap in the educational service provided by Jönköping University and there were strong indications of the students being very satisfied with the educational quality however the qualitative data showed that the students who were interviewed were not willing to pay the fee. In the discussion part, the researchers argue for reasons why the quantitative data may be misleading since it was only implemented on students who had been at Jönköping University for free with an already established perception of the education being tuition free.

Relationships have become more essential today considering that the business environment consists of many actors competing over the same customers. Relationships imply great advantages, for both the companies and the customers, and involve knowledge exchange. This implies that the companies are able to understand and tailor their offering to suit the specific needs of the customers. To understand how the customers perceive a company’s offering it might be useful to assess the dimensions regarding service quality. A company needs to be aware of what they are promising in order to achieve this. The purpose of this thesis is to identify essential aspects that affect the customer satisfaction in the relationship between a wholesale company and a specialized retailer. In order to fulfill our purpose a case study was conducted of the wholesale company Dogman. To be able to understand Dogman’s relationships with their retailers, five service quality determinants were used. Our research indicates that four aspects; information, knowledge, salespeople and responsiveness, are essential for customer satisfaction and long-lasting relationships.