Då vi delar uppfattningen med tidigare tjänsteforskning att fastighetsmäklares förmedlingstjänst i stor utsträckning produceras och konsumeras samtidigt, uppstår svårigheter i att upprätthålla den ack så viktiga kvalitetskontrollen. Kvalitetskontrollen försvåras även av det faktum att kunden endast kan utvärdera tjänstekvalitén först när tjänsteprocessen är avslutad. Därav finns det ingen kvalitetskontroll som kan granskas innan tjänsten har levererats. Om en fastighetsmäklare besitter kunskap om hur kunden upplever tjänsteleveransen, i egenskap av bostadsförmedling, kan fastighetsmäklaren skapa konkurrensfördelar för såväl egen del som för mäklarbyrån som denne representerar. Genom denna kunskap gynnas även bostadssäljare då fastighetsmäklare kan förbättra tjänsteleveransen. Detta resulterar i en bättre upplevelse med högre kundnöjdhet som resultat.   Studien belyser tidigare forskning av tjänsters särdrag med förmedlingsprocessens komplexitet i fokus. Vidare redogörs för uppkomsten av tjänstekvalité samt vilka påverkansfaktorer som skapar och inverkar på kundens förväntningar på förmedlingstjänsten. Utifrån bostadssäljares faktiska preferenser gällande olika kvalitétsdimensioner presenteras de attribut där kunden har högst förväntningar samt var fastighetsmäklare i störst utsträckning inte lever upp till dessa förväntningar. Därigenom önskar författarna till denna studie belysa de praktiska problem avsaknaden av relevant kundinformation skulle kunna medföra.   Det finns åtskilliga modeller och instrument för att mäta tjänstekvalité. Denna studie har valt det redan framarbetade mätinstrumentet RESERV, vars syfte är att mäta tjänstekvalité i fastighetsmäklares förmedlingstjänst. Studien är genomförd med en kvantitativ ansats där bostadssäljare har graderat förväntningarna innan bostadsförmedlingens skeende. Vidare presenteras huruvida fastighetsmäklare lyckades möta, eller överträffa, förväntningarna genom den faktiska upplevelsen av förmedlingstjänsten.    Syftet med studien är att analysera det potentiella gapet, det vill säga avvikelsen, mellan förväntad och upplevd förmedlingstjänst som fastighetsmäklare tillhandahåller. / In accordance with previous research real estate agents services is produced and consumed at the same time. This complicates the important quality control. Quality control is also complicated by the fact that the customer can only evaluate the service quality when the service is completed. Furthermore, there is no quality control that can be verified before the service is delivered. If a real estate agent possesses the knowledge of how customers experience the service, the real estate agent can create competitive advantages both for him- or herself as for the firm that the real estate agent represents. Home sellers will also benefit from this knowledge and therefore receive a better and improved service outcome.   The study highlights previous research on service characteristics with the mediation process complexity in focus. Furthermore, the study describes the rise of service quality as well as the influences that creates and impacts on customer's expectations. Based on home sellers actual preferences regarding different quality dimensions and the attributes, the customer will evaluate where they have the highest expectations and why the real estate agent fails to live up to these expectations. The authors of this study wishes to highlight the practical problems the lack of relevant information could result in.   There are several models and instruments for measuring service quality. This study has chosen the well-established instrument RESERV, whose purpose is to measure the quality in real estate agents services. The study was conducted with a quantitative approach where home sellers were asked to rate the expectations before the real estate agent were hired and whether the real estate agent managed to meet, or exceed the expectations through the actual perception of the service.   The purpose of this study is to analyse the gap, i.e. the deviation between expected and perceived service and thus enable the real estate agent to improve the areas that affects service quality.

Swedish school has for the last decades been using quality management as a method for improvement. Quality management is an enormous work and the whole school staff needs to be involved. The management consists of several parts like planning, surveys and interviews, analysis of the replies and setting up new goals. Parents, children and teachers are nowadays accustomed with quality surveys. The last few years these quality surveys have been computerized, but they still look almost the same, using little interaction with the respondent.I have had the opportunity to work with the company KMF Ventures, which has a vision that entails a more interactive web survey. This web survey gives both the school board and the pupils a possibility to compare their school with others. Hopefully this make them more interested in responding. The web survey is always open and the pupils can respond whenever they change opinion.This report describes the development process of the quality control tool for the web survey. The web tool has furthermore been evaluated in two Swedish gymnasium schools. Interviews have been held with teachers, school board and pupils. The purpose was to see how their quality management system works and how it has been changed when they starts to use this quality control tool. I also wanted to see how the schools handle problems with for example teachers.The questions in the web survey are few but they look practically the same as the ones already being used by the schools. They questions differ however from other surveys in the way it use only “yes” and “no” as responses.The quality web tool indicated that there were some problems in the schools. The lack of experience made however the schools to take little notice, even less to take action. This shows that education and planning of a new quality control tool is of great importance. The comparison option was nevertheless highly valued. This quality control tool could have a future, but it requires significant improvements. The company needs for example to consider the possibilities of a more well-known method for surveys. Most important is though that the company helps the school with the planning and the introduction of the new quality survey.

The purpose of this research is to find out the quality of the following textbooks for the high school course history 1b, Tänk historia (TH), Bilden av historien 1b (BH) and Historia 1b: Den lilla människan och de stora sammanhangen (MOSS). The books quality is calculated by using the five analysis criteria’s: course and subject plan, graphic design, use of language, use of images, and tasks and forms of knowledge. The criteria’s result made it possible to calculate the textbooks overall quality levels, between missing, weak, medium, good, and strong. While also offering an overall picture of the book’s strengths and weaknesses. By paying attention to the book’s strengths and weaknesses, the research was also able to find out how big a difference there could be between textbooks for the same subject, course, and target group. During the analysis several similarities and differences emerged between the three history textbooks, and the results were constantly variable. After the quality calculation of the criteria, it turned out that the history textbook Tänk historia (TH) achieved medium quality in relation to the subject plan and weak quality to the course plan. On the other hand, the graphic design, the use of language, and the forms of knowledge turned out to be of good quality, while the use of images proved to be of strong quality. The history textbook Bilden av historien 1b (BH) quality results were also variable. In terms of the course and subject plan, BH met a strong level of quality, while the graphic design, the use of language and the variety of knowledge forms of the tasks proved to be of medium quality. For the criterion of image use, BH's results turned out to be of good quality. Unlike TH and BH, Historia 1b: Den lilla människan och de stora sammanhangen (MOSS) was very consistent in the achieved quality for the different criteria. Among other things, the calculation showed that MOSS' connection to the course and subject plan, the graphic design, the use of images and the variation of the knowledge types of the tasks, were of good quality. The connection to the criterion of language use, on the other hand, turned out to be of a strong quality. After calculating the criteria’s average value, it appeared that all three history textbooks had achieved a good overall quality, despite the quality differences of the to the five criteria. This implies that even if the textbooks are of an overall good quality, that there could be significant differences in the textbooks strengths and weaknesses that is being overlooked. For example, TH met a good level of quality even though it had a weak connection to the curriculum, while BH's connection to the curriculum was strong. Yet they both met a good overall quality. These are important details in differences that the overall quality does not show.