This study is based on the Zeithaml¡¦s Means-End model. Moreover, this study examines how the on-line travel store image affects the perceived value of consumer. It adopts to evaluate the effect of perceived value by different store image dimensions, such as the store factors, the service, the design of websites, the merchandise, the promotion, the satisfaction after sale. The finding of the research is as followed. 1. The variables of age and income of demographic statistics can cause the difference of perceived value. 2. Different usage habits cause the difference of perceived value. 3. The attributes of store factors and merchandise of the on-line travel store image affect significantly to the perceived quality. 4. The attributes of the merchandise and the satisfaction after sale of the on-line travel store image has a negative affection on the perceived risk. 5. The perceived quality has a negative affection on the perceived risk. 6. The perceived quality has a positive affection on the perceived value; on the contrary, the perceived risk has a negative affection on perceived value.

The main subject of this study is about Taiwanese girls and ladies clothing brand called Scottish House, and to discuss the consumer whether or not be influenced by extrinsic cues such as image of the country of origin, brand image and prices when purchasing clothing, thereby affecting the perceived quality and purchase intention. The main conclusions of the study are as follows: 1. Image of COO and COD will indeed have a positive impact on perceived quality, indicating that female consumers of Scottish House think the image of COO and COD make them feel that the clothing has high quality. And the impact of image of COD on perceived quality is more than image of COO. 2. Brand image will also have a positive impact on perceived quality and the influence of brand image of the Scottish House on perceived quality is the strongest over image of COO and COD. 3. Perceived price will have a positive impact on perceived quality, and the female customer regards Scottish House as high price. However, the influence of perceived price on perceived quality is far lower than the image of COO and COD. 4. Perceived quality will have a positive impact on purchase intention, customers thinks Scottish House has high quality and thus increase their willingness to buy. The conclusions above are significant to the management in the following aspects. 1. COD is relatively important. 2. Brand image is a key extrinsic cue for judging product quality. 3. Price has a limitation to explain product quality. 4. High product quality leads to high purchase intention.

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Titel: En studie av studenternas upplevda kvalitet vid Malm Universitet Ämne, kurs: Facility Management, kandidatuppsats 15 hpFörfattare: Marcus Hedenskog, Denniz SjööHandledare: Peter PalmNyckelord: Facility management, egen regi, outsourcing, uppfattad kvalitet ___________________________________________________Att förstå hur lokaler på universitet och högskolor används är viktigt för att kunna stödja den undervisning som bedrivs där. Förbättring av stödverksamheter till skolans kärnverksamhet är det mest effektiva sättet att öka inlärning och den upplevda kvaliteten i lokalerna och därför spelar lokaler och lokalvård en stor roll i hur studenter på universitet och högskolor presterar under sina studier. Lokalvården på Malmö Universitet har därför en central roll i arbetet på Malmö Universitets Facility Service för att skapa en studiemiljö av hög kvalitet. I dagsläget utförs lokalvården av två olika lokalvårdsaktörer, varav den ena är en extern aktör och den andra är en del av Malmö Universitets organisation.Syftet med studien är att med utgångspunkt i rapporten Utvärdering av lokalvårdsorganisationen, undersöka eventuella skillnader mellan lokalvårdasktörerna på Malmö Universitet. Utvärderingen skall ses som en kvalitetsparameter och komplement till den utvärdering av skillnader i kostnader mellan de olika lokalvårdsaktörerna som finns i nämnda rapport.Studiens insamlade information grundar sig på en enkätundersökning och intervjuer med studenter i de fyra universitetsbyggnaderna Niagara, Gädda, Orkanen och Hälsa & Samhälle på Malmö Universitet. Resultatet av studien pekar på att lokalvården på Malmö Universitet uppfattas både som viktig för studenterna och att den idag håller en hög och jämn kvalitet. Studenterna misstar dock många av byggnadens och lokalernas tekniska kvaliteter som ålder och skick för den tekniska kvalitetet som levereras i lokalvården. De små skillnader som kannoteras i uppfattad kvalitet av lokalvård relaterar snarare till byggnadernas skick och karaktär än kvalitet i utförandet hos de respektive lokalvårdsaktörerna. Den uppfattade kvaliteten av lokalerna och dess påverkan på studieresultat har därmed ett starkare samband mellan nya och ljusa lokaler än en högre kostnad för lokalvården. / Titel: A study of the students perceived quality at Malmo University Subject, course: Facility Management, Bachelor thesis 15 hp Authors: Marcus Hedenskog, Denniz SjööAdvisor: Peter PalmKeywords: Facility management, in-house, outsourcing, perceived quality ___________________________________________________To understand how space in university premises is used is important to be able to support the education that is taken place. Improvement in the supporting function to the core business is the most efficient method to increase learning and perceived quality in the premises. That is why spaces and cleaning plays a big role in student study results in university. Therefore the cleaning in Malmö University plays a big role in the work of Malmö University Facility Service to create a high quality study environment. Today the cleaning is performed by two contractors, one is an external actor and the other one i part of the Malmö University organization.The purpose of the study is to evaluate the student’s perception of differences in quality of the cleaning operators at Malmö University with the basis of the report Utvärdering av lokalvårdsorganisationen. The evaluation is to be seen as an quality parameter and complement to the existing evaluation of the difference in cost in contracting the two cleaningoperators in the report.The collected information from the study is based on a survey and interview with students in the four university buildings Niagara, Gäddan, Orkanen and Hälsa & Samhälle at Malmö University. The result in this study shows that the cleaning at the Malmö University premises is perceived as both important to the students and to be of an high and even quality today. However the students are mistaking many of the building qualities like age and condition for the technical quality of the performed cleaning that is performed. The small differences thatcan be noted is perceived quality of the cleaning relates to the condition and character of the building rather than the quality in performance of the cleaning operator. The perceived quality of the premises and the effect on study result thereby has a stronger connection between new and airy spaces rather than to higher cost for cleaning operation.

Technology is moving forward, as well as the problem with the fast fashion industry. Hence, second hand online shopping is growing because of this. Therefore, the purpose of this thesis is to explain the impacts of perceived quality, customer expectations and trust on customer satisfaction in online second hand shopping? To be able to conduct this research, the theoretical framework includes the dependent variable Customer satisfaction and the three independent variables, perceived quality, customer expectations and trust. These variables led to three hypotheses created by the authors. Through a deductive approach and within quantitative research a questionnaire was made to gather data that was published on social media platforms. The data was collected through convenience sampling within the population chosen. However, both ethical and societal issues have been taken into account while doing the questionnaire and conducting the data. The collected data was runned through SPSS to create statistical models and test the three hypotheses created. Thereafter it could be seen that hypothesis 1 was accepted and hypotheses 2 and 3 were rejected. This concluded that only perceived quality has a positive effect on customer satisfaction in a second hand online shopping context.

Electronic Health Records (EHRs) is a health information technology that has already begun to change the way healthcare providers care for patients. EHRs can potentially enhance the quality and efficiency of patient care (Simon et al., 2010); however, some research shows that EHRs do not always do so. The lack of improved efficiency and quality of care can lead to frustrated and dissatisfied users. The effects of different aspects of EHR implementation could affect user satisfaction and perceived quality of EHRs. This study investigates the how time since implementation, training, and leadership affect user satisfaction and perceived quality of the EHR system in clinics in Mississippi. The results of the study indicate that training and leadership have an effect on users’ perceived quality and satisfaction with EHRs. These findings reveal that clinics and EHR providers should focus on training and leadership to improve user satisfaction and perceived quality of EHRs.

<p><strong>Problem: </strong>The nature of insurances, and indeed the customer-provider relationship in insurance services, lends itself to distinctive characteristics. These characteristics have particular implications on overall perceived service and relationship quality, and thus customer retention. The arguably singular characteristic of mutual mistrust prevalent in insurance service relationships, is a source for costs and lost profitability for insurance companies in Sweden. Bridging the “gap of mistrust”, potentially offered by a seemingly simple service, could entail significant benefits for both parties in an insurance service relationship.</p><p><strong> </strong></p><p><strong>Research Questions: </strong>Does the Aronda Service have the potential to improve a damage adjustment process in a provider-customer insurance service relationship?</p><p><strong> </strong></p><ul><li>Can a more effective damage adjustment process improve an insurance service relation between provider and customer?</li></ul><ul><li>To what extent do the providers perceive that the damage adjustment process is critical to a customer’s stay or switch decisions in an insurance service relationship? </li></ul><p><strong> </strong></p><p><strong>Purpose: </strong>The aim of the thesis is two-fold:</p><ol><li>The aim is to investigate and describe the impact of the damage adjustment process in customer relationships between the privately insured and property insurance companies in Sweden</li><li>And to assess, the potential of the Aronda Service to improve customer relations for insurance companies by improving (in terms of customer satisfaction) the damage adjustment process.</li></ol><p><strong>Methodology: </strong>A qualitative method with deductive reasoning was used. The highly contextual nature of customer-provider relationships was deemed, for the purpose of the study, best suited using a qualitative method. Data collection comprised of interviewing several professionals pertaining to the field of property insurance and damage adjustment, academic literature, peer-reviewed articles, and Ph.D. Dissertations.</p><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Theoretical Approach: </strong>The theoretical approach is based on consolidation of widely used theories in the field of service and relationship in the “Critical episode on insurance relationships” perspective, presented by Mikael Gidhagen, Senior lecturer at Uppsala University, Sweden. Although the perspective is originally created for B2B relationships, proved great applicability and relevance.</p><p><strong> </strong></p><p><strong>Empirical foundation: </strong>The empirical foundation consisted of a number of interviews with respondents with extensive corporate and private insurance industry experience. The secondary empirical information was gathered from governmental, consumer services, and industry regulatory bodies’ websites and publications.</p><p><strong>Conclusion: </strong>The uncovered prominent issues in insurance relationships between private individuals and property insurance service providers can at the very least be aided, if not solved, to the benefit of both parties by the proposed digital version of the Aronda “Black Box”. As the importance of documentation in more cases of insurance claims than not are paramount, and by decreasing the coverage knowledge gap of customers, facilitating a matching of service expectations and actual service delivery, customer satisfaction can be more readily achievable for insurance provider. A readily achievable level of customer satisfaction, in turn, means probably prolonged customer retention, and ultimately higher profitability for the insurance companies. As “it cost more to attract a customer, than it does to keep one.”</p><p><strong> </strong></p>

Problem: The nature of insurances, and indeed the customer-provider relationship in insurance services, lends itself to distinctive characteristics. These characteristics have particular implications on overall perceived service and relationship quality, and thus customer retention. The arguably singular characteristic of mutual mistrust prevalent in insurance service relationships, is a source for costs and lost profitability for insurance companies in Sweden. Bridging the “gap of mistrust”, potentially offered by a seemingly simple service, could entail significant benefits for both parties in an insurance service relationship.   Research Questions: Does the Aronda Service have the potential to improve a damage adjustment process in a provider-customer insurance service relationship?   Can a more effective damage adjustment process improve an insurance service relation between provider and customer? To what extent do the providers perceive that the damage adjustment process is critical to a customer’s stay or switch decisions in an insurance service relationship?   Purpose: The aim of the thesis is two-fold: The aim is to investigate and describe the impact of the damage adjustment process in customer relationships between the privately insured and property insurance companies in Sweden And to assess, the potential of the Aronda Service to improve customer relations for insurance companies by improving (in terms of customer satisfaction) the damage adjustment process. Methodology: A qualitative method with deductive reasoning was used. The highly contextual nature of customer-provider relationships was deemed, for the purpose of the study, best suited using a qualitative method. Data collection comprised of interviewing several professionals pertaining to the field of property insurance and damage adjustment, academic literature, peer-reviewed articles, and Ph.D. Dissertations.       Theoretical Approach: The theoretical approach is based on consolidation of widely used theories in the field of service and relationship in the “Critical episode on insurance relationships” perspective, presented by Mikael Gidhagen, Senior lecturer at Uppsala University, Sweden. Although the perspective is originally created for B2B relationships, proved great applicability and relevance.   Empirical foundation: The empirical foundation consisted of a number of interviews with respondents with extensive corporate and private insurance industry experience. The secondary empirical information was gathered from governmental, consumer services, and industry regulatory bodies’ websites and publications. Conclusion: The uncovered prominent issues in insurance relationships between private individuals and property insurance service providers can at the very least be aided, if not solved, to the benefit of both parties by the proposed digital version of the Aronda “Black Box”. As the importance of documentation in more cases of insurance claims than not are paramount, and by decreasing the coverage knowledge gap of customers, facilitating a matching of service expectations and actual service delivery, customer satisfaction can be more readily achievable for insurance provider. A readily achievable level of customer satisfaction, in turn, means probably prolonged customer retention, and ultimately higher profitability for the insurance companies. As “it cost more to attract a customer, than it does to keep one.”

<p><strong>Strategic Question:</strong> How Starbucks should improve coffee business in order to reach more the recently university graduated employees in Thailand?</p><p><strong>Research Question:</strong> How the positive and negative experience of the recently university graduated employees with Starbucks brand in term of total perceived quality and sensory system?</p><p><strong>Purpose:</strong> The purpose of this research is to study the recently university graduated employees’ experience in Thailand by using total perceived quality and sensory system as the criteria to measure.</p><p><strong>Method:</strong> This research is mainly based on qualitative approach using interview method as primary data. The interview questions were designed and distributed to people in three channels; Starbucks Facebook, Skype, and Pantip FriendFlock, whereas, secondary data came from company website, literature books, and university database.</p><p><strong>Conclusion:</strong> Most of the recently university graduated employees who are Starbucks consumers are coffee-oriented which means that their experiences based on the physical and emotional elements. Starbucks uses the strong elements to create and improve its products and services, for example; quality of raw materials which its consumers can touch by tasting, healthy products and modern packaging can perceive by using their vision. Luxury atmosphere, good service mind, and aroma therapy in the store can, furthermore, imply to consumers’ emotion.</p>

Background: Internet has brought radical changes in the recruitment industry where individuals are increasingly turning to the Internet when seeking jobs. The increased use of e-recruitment is partly because it is considered to be the most effective way to reach the target group of applicants, and partly because of the cost savings and competitive pressure in the market. Therefore, is the brand a crucial factor for online companies such as e-recruitment websites thus having a strong brand can lead to competitive advantage in the market. The role of branding in e-marketing is increasingly getting more important. Previous research has used intention to purchase as an outcome of brand equity. However, this research studies brand equity towards intention to use as most e-recruitment websites offer free services. Purpose: To describe the determinants of brand equity of e-recruitment websites and how they affect individuals’ intention to use such websites. Methodology: A quantitative research was chosen to collect the data using an online questionnaire to be able to describe the variables relationship in this research. Conclusion: The findings of this research suggests that brand equity as a whole increases individuals’ intention to use an e-recruitment website. The determinant of brand equity; brand awareness, perceived quality and brand loyalty gave a positive and significant relationship towards individuals’ intention to use. The findings involving the moderator were found to be significant when using brand equity as whole, while being rejected when involving the determinants of brand equity.