published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration

No description available.

No description available.

No description available.

No description available.

No description available.

Customer satisfaction has become an increasingly important factor over the years and companies are starting to realize how important it is to satisfy their customers. This study aims to investigate which the most influential factors behind customer satisfaction are. This led to the creation of the following research question:  Which are the most influential factors that affect customer satisfaction in Swedish banks?  The research question was answered by the statistical testing of nine hypothesizes. The statistical analysis was done using multiple regression analysis as well as an independent t- test. The data for the analysis was collected through the distribution of 175 surveys, which were handed out to students at Umeå University in Sweden.  The result of the data analysis showed that 59.7 % of the variance in customer satisfaction was explained by four variables. These variables were: appearance, competence, trust and word of mouth. These four variables were found to significantly affect customer satisfaction. The study also showed that there were no differences between genders regarding customer satisfaction.  This study contributes to the area of research by identifying the variables that are the most influential on customer satisfaction in Swedish banking. The methodology and the results of this study could also be of help to other researchers who wants replicate the study in order to identify the factors behind customer satisfaction in their own respective countries.

The relationship between task success and task liking and satisfaction was investigated. The independent success measure consisted of three anagram word lists representing different degrees of difficulty. The difficulty criterion was a function of word frequency in the English language, ranging from High - Moderate - Low. Success was measured by the number of correctly solved anagrams. Liking was measured by the semantic differential evaluative dimension. The lists were also rated on potency and activity dimensions. There were three seven-point polar adjective scales on each dimension, making a total of nine ratings per list. Findings statistically support the relationship between task success and task liking and satisfaction. The High frequency list produced the largest number of correctly solved anagrams and was rated as the most liked, most potent and most active. The Low frequency list produced the smallest amount of correctly solved anagrams, and was rated as the least liked, least potent and least active. Practical implications for education and industry as well as further research suggestions were discussed.

The purpose of this study is to assess the relationship between job satisfaction and the level of city urbanization. Significant job satisfaction differences between employees in highly urban and in moderately urban cities are expected on the basis of past research. It is hypothesized that employees in moderately urban cities will have higher satisfaction scores than employees in highly urban cities. An affirmative finding would enhance the value of the relationships described in past research, and it would imply a basis for generalization of findings along a rural-urban continuum.