Studien syftar till att undersöka hur utbildning av de anställda påverkar deras arbetssätt med Self-Service Business Intelligence (SSBI). SSBI kan sammanfattas som en arbetsmetod baserad på dataunderlag som ger beslutstöd för anställda inom verksamheten. Vid tidigare beslutstöd som Business intelligence (BI) fanns det specifika roller som använde sig av dataunderlag och skapade rapporter. Dessa roller befann sig i IT-avdelningen och fick förfrågningar av anställda som var i behov av rapporter för att ta beslut. Syftet med SSBI är att möjliggöra för anställda att vara oberoende av IT-avdelningen och självständigt kunna analysera och tolka data för att sedan skapa rapporter. Detta är något som effektiviserar arbetet hos företag och skapar mer värde genom att underlätta för IT-avdelningen. Även om SSBI tillåter anställda till att bli mer självständiga inom sitt arbete, finns det utmaningar vid införandet. Den väsentliga utmaningen som denna uppsats fokuserar på är hur utbildning påverkar BI-användarna i sitt arbete med SSBI. Studien baseras på kvalitativa intervjuer med totalt fyra företag och fem respondenter. Frågorna som ställts har utgått från det teoretiska ramverket med teorier och modeller om självständighet, kunskap, utbildning och värdeskapande. Detta har varit en substantiell aspekt för att kunna generera kunskap om huruvida utbildning påverkar anställdas arbetssätt med SSBI.   Resultatet av uppsatsen presenterade att utbildning har en tydlig påverkan och en stor roll vid användningen av SSBI. Införandet av SSBI har lett till att anställda känner sig mer självständiga med en större frihet, däremot klarar de med formell utbildning mer avancerade arbetsuppgifter med SSBI. Arbetet inom organisationen har förenklats med SSBIeftersom navigering, definitioner och tolkning av data kan ske självständigt. Uppsatsen visar en tydlig indikation att deltagarna blivit påverkade av införandet av SSBI på olika nivåer framför allt beroende på utbildning men även tidigare kunskap och hur engagerade företag är med att kontinuerligt utveckla SSBI inom verksamheten. / The purpose of this study is to investigate how the education of employees affect their way of working with Self-Service Business intelligence (SSBI) as a working method. SSBI can be summarized as a working method based on data that provides decision support for employees within the business. In previous decision support such as Business intelligence (BI), there were specific roles that were used for data and creating of reports. These roles were in the IT department and received inquiries from employees who needed reports to make decisions. The purpose of SSBI is to enable employees to be independent of the IT department and to be able to independently analyze and interpret data so that reports can be created. With this method implemented in companies, it will create more value by creating more relief for the IT department. Although SSBI applies to employees to become more independent in their work, there are challenges with the implementation. The significant challenges that this study focuses on are how education affects BI users in their work with SSBI. The study has been conducted with qualitative interviews with a total of four companies and five respondents. The questions are based on the theories and models of independence, education, knowledge and value creation to generate knowledge whether training affects employees' working methods.  The results of the study showed a clear impact on how education plays a major role in the use of SSBI. The implementation of SSBI has made employees feel more independent with greater freedom, but with a formal education they can handle more advanced tasks with SSBI. The work within the organization has been simplified with SSBI because navigation, definitions and interpretation of data independently. The study shows a clear indication that the participants have been affected by the introduction of SSBI at different levels, primarily due to training but also previous knowledge and how committed companies are to continuously developing SSBI within the business.

I dagens samhälle gömmer det sig en teknologi som inte alla tänker på, nämligen Self-Service Technology(SST). Self-Service Technology befinner sig ofta i ens närhet. Företag använder sig av denna teknik för att tillfredsställa deras kunder snabbare och smidigare. Denna studie har utförts på Monitors ERP System AB:s Online-hjälp genom en kvantitativ metod. Syftet med denna studie var att utvärdera betydelsen av de olika dimensionerna i Self-Service Technology (SST) för kundtillfredsställelse. För att sedan generera ny kunskap och förslag för förbättringar av SST och webbaserade kundsupportsystem. För att genomföra denna studie användes en explorativ faktoranalys på de 7 dimensioner inom Self-Service Technology samt dimensionen kundtillfredsställelse. Resultatet visade att de två dimensionerna funktionalitet och bekvämlighet hade starkast koppling till dimensionen kundtillfredsställelse. Därför bör verksamheter liknande Monitors ERP System AB fokusera på att förbättra funktionalitet och bekvämlighet dimensionerna för att uppnå bättre kundtillfredsställelse. / In today's society, there is a technology that not everyone thinks about, namely Self-Service Technology (SST). Self-Service Technology is often in one's vicinity. Companies use this technology to satisfy their customers faster and more smoothly. This study was performed on Monitor's ERP System AB's Online help using a quantitative method. The purpose of this study was to evaluate the importance of the different dimensions of Self-Service Technology (SST) for customer satisfaction. To then generate new knowledge and suggestions for improvements to SST and web-based customer support systems. To conduct this study, an exploratory factor analysis was used on the 7 dimensions within Self-Service Technology and the dimension customer satisfaction. The results showed that the two dimensions functionality and convenience had the strongest connection to the dimension customer satisfaction. Therefore, businesses similar to Monitor's ERP System AB should focus on improving the functionality and convenience dimensions to achieve better customer satisfaction.

Denna uppsats syftar till att undersöka hur ett införande av Self-Service Business Intelligence och SSBI-verktyg kan påverka organisationsstruktur samt anställdas roll inom organisationen. Self-Service Business Intelligence kan definieras som ett verktyg som möjliggör decentralisering av Business Intelligence vilket innebär att BI-användaren i en verksamhet kan utföra diverse uppgifter på egen hand utan att vara beroende av IT-avdelningen (Sarkar 2017). För att konkretisera arbetet undersöks fyra organisationer. Fem intervjuer som bestod av fyra semistrukturerade intervjuer och en strukturerad intervju genomfördes för att erhålla kunskap om hur dessa företag använder Self-Service Business Intelligence i praktiken. Därtill erhålls kunskap om innebörden för organisationen och dess anställda när verktyget tillgängliggjordes. I studien har bland annat TOE-ramverk använts för att analysera vilka faktorer som har en betydelse vid införande av en ny teknologi. Teorin om Organisatorisk IT mognadsnivå (OITM) användes för att analysera organisationens beredskap för att skapa värde ur informationsteknologi. Andra teorier om olika roller av BI-användare, utbildning och organisationsförändring användes för att få en djupare inblick kring de faktorer som påverkar organisationsstrukturen och anställdas roller.  Resultatet av studien visade att de anställdas roller och organisationsstrukturen påverkades av Self-Service Business Intelligence i olika grader. Det noterades en tydlig indelning av användarroller, avancerade BI-användare och vanliga BI-användare, inom samtliga organisationer. Konkreta förändringar inom organisationerna var bättre beslutfattningsprocess, avlastning hos IT-avdelningen och effektivare arbetsflöde. Bland de organisationer där Self-Service Business Intelligence har fått stor spridning noterades det en större påverkan på organisationsstruktur och anställdas roller medan de organisationerna med en mindre spridning av verktyget hade en mindre inverkan på deras verksamhet. Detta förutsätter dock att organisationerna utbildar sina anställda genom ett strukturellt träningsprogram och motiverar syftet med Self-Service Business Intelligence för en större spridning av verktyget och således en större inverkan på organisationen och de anställdas roller. / In this essay we have chosen to investigate how an implementation of Self-Service Business Intelligence can affect organizational change and the role of users within the organization. Self-Service BI is a tool that enables decentralization of BI which means that the user in a business can perform various tasks themselves without being dependent on the IT department. To concretize the work, we have chosen to examine four companies. The survey was conducted via five interviews (four semi-structured and one structured interviews) to gather insight on how these companies use Self-Service Business Intelligence and the result for their organization and employees when the tool was applied in the organization. In the study, TOE-framework has been used to analyze which factors play a role in the implementation of a new technology. The theory of Organizational IT maturity (OITM) was used to analyze the organizations and its employees' different attitudes towards IT while other theories of different roles of users, training and organizational change were used to gain a deeper insight into the factors that affect organizational structure, employee roles and factors which causes the changes. The results of the study showed that the roles of the employees and the organizational structure were affected by Self-Service Business Intelligence to varying degrees. There was a clear division of user roles, power users and casual users, within all organizations. Concrete changes in the organizations were better decision-making processes, relieves in the IT department and more efficient workflow. Among the organizations where Self-Service Business Intelligence has become widespread, a greater impact on organizational structure and employee roles has been noted, while it has been noted that those organizations with a smaller spread of the tool have seen a smaller impact on their operations. However, this presupposes that the organizations train their employees through a structural training program and justifies the purpose of Self-Service Business Intelligence for a greater spread of the tool and thus a greater impact on the organization and the employees' roles.

Digitalisering sker idag både i privat som offentlig sektor där datadriven beslutsfattning är en av trenderna. En teknologi som vuxit fram i samband med digitaliseringen och som hjälper verksamheter utvecklas är Self Service Business Intelligence (SSBI). Offentliga verksamheters digitala utveckling går långsammare än för privata bolag. Studien syftar till att undersöka vilka utmaningar offentliga verksamheter ställs inför i sin användning av SSBI samt att presentera hanteringsförslag på dessa utmaningar. För att besvara studiens frågeställning och uppfylla dess syfte har en kvalitativ forskningsansats använts. Semistrukturerade intervjuer har genomförts där respondenterna har varit personer som arbetar på offentliga verksamheter alternativt mot offentliga verksamheter. Studien resulterade i fyra utmaningar som är vanligt förekommande inom offentlig verksamhet och som inte lyfts i tidigare litteratur. Dessa fyra är; diversifierade verksamheter, ledningen, lagar och säkerhet samt begränsad självständighet. För varje utmaning har förslag diskuterats för hur utmaningarna effektivt kan hanteras. Studiens slutsats kan vara hjälpsam för offentliga verksamheter i deras fortsatta utveckling mot att bli datadrivna i sin beslutsfattning. Med hjälp av datadriven beslutsfattning möjliggörs för offentliga verksamheter att arbeta mer hållbart och bli mer resurseffektiva. / Digitization is today taking place in both private and public sectors, wheredata driven decision making is one of the trends. Self Service BusinessIntelligence (SSBI) is a technology that has emerged in conjunction with thedigital development and is helping businesses to develop. However, thedigital development in public organizations tends to be slower than forprivate companies. Therefore, this study aims to examine the challengesfaced by public organizations in their use of SSBI and also to presentproposals for addressing these challenges.To answer the research question and fulfill the study's purpose, a qualitativeresearch approach has been used with an abductive thinking. Semistructured interviews have been conducted with respondents who work in orwith public organizations. The study resulted in four challenges that arecommon in public organizations and that have not been addressed inprevious literature. These four challenges are diversified organizations, themanagement, laws and security, limited self-reliance. For each challenge,proposals have been discussed for how the challenges can be effectivelyaddressed. This study conclusion can be helpful for public organizations inthe continued development towards becoming data driven decision making.With the help of data driven decision making, public organizations can workmore sustainably and become more resource efficient.

The adopting of self-service technologies (SST) has for years been used as a vehicle for delivering service in aim to create value. The popularity of SST has recently increased within organizations and suppliers struggle to persuade customers to adopt the technique in order to co-create value for both customer and supplier. Previous research has covered this type of technology and its effects on service delivery in a business to consumer (B2C) perspective but it is relative undiscovered in the context of business to business (B2B). By studying the B2B relation within SST and the effects on value and value creation this paper identifies three value clusters at the supplier perspective and three at the customer perspective. At each perspective our result shows that there are two positive and one negative value clusters. These clusters can help organizations with both preventive actions and management of the negatives by seeing how relationships between values and value creation exist. Our study contributes empirical, theoretical and practical in the research fields of B2B, SST, service and business values.

Service quality and customer satisfaction are becoming increasingly important in today‟s business environment which is characterised by fierce competition between the service providers. In this regard it is very imperative that companies assess themselves by measuring service quality. Consequently, areas of the service with low service quality would be identified and improved. Therefore, this thesis focuses on the effectiveness of SERVQUAL in measuring service quality and reveals the positive impact technology has on customer satisfaction in public transportation. To do this, we developed a questionnaire within the framework of the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangible. With a scale of 1 to 7, respondents of our questionnaire who are users and customers of the public bus companies; Karlstad city bus which we labelled business level 1(B1) and intercity buses like Swebus and Värmland Trafik which we labelled business level 2 (B2) were able to evaluate the service quality of these companies by grading them. Based on the results of our research in which we asked respondents to mention some of the areas of the service process in which they had encountered unfavourable service experiences, we were able to determine the areas of the service process from which the customer complaints came from. We compared these results with the customer complaints received by the management of the public Bus Company and noticed that they were similar. Majority emerged from areas of the service process whereby the customer came in contact with the employees or the service failure could be directly associated with the employee. After comparing these complaints with the results of questions in our questionnaire developed within the framework of the SERVQUAL dimensions, we noticed that those questions with larger GAP 5 implying lower service quality were actually a reflection of the areas of the service process from which customer complaints came from. In this regard, we were able to conclude that SERVQUAL was effective in measuring the service quality in public transportation. In addition, we ranked the questions in the questionnaire and noticed that those areas of the service process whereby the employees and the customers interact (come in contact) or whose service failure can be directly associated with an employee had low grades and ranked below the mean and median of all the questions in the various dimensions, whereas those areas of the service process where technology is used or customers had the opportunity to make use of Self Service Technology ranked above the mean and median. This was a clear indication that technology is a service quality driver and positively impacted customer satisfaction in public transportation.

Problem: Due to the promises of retailer benefits, self-service technologies (SSTs) are becoming a common sight in the Swedish grocery retail setting. The mere installation of SSTs is yet not enough to make the consumer adopt them.  Purpose: By asking, “how is the consumer’s attitude towards technology affecting his/her acceptance of the grocery retail self-scanning system”, the purpose of this thesis is to explore the effect of the technology readiness theory on the technology acceptance model. Thus, practically investigate how and why some consumers accept, whereas other consumers reject SSTs.  Theory: The direct mediating effect of four consumer-specific technology adoption predictors: optimism, innovativeness, insecurity and discomfort, are investigated in relation to two system-specific technology adoption predictors: perceived usefulness and perceived ease of use. Throughout the theoretical framework, and in combination with SST literature, eight hypotheses are constructed.  Method: A positivist research approach with a deductive reasoning is adopted. To answer the hypotheses, a quantitative method implemented through a survey strategy is chosen. Statistical testing of the 192 collected answers follows the quantitative data gathering.  Conclusion: The results show that multiple consumer-specific characteristics have a direct mediating effect on perceived usefulness and perceived ease of use. Thus, the consumer’s attitude towards technology plays a significant role in the consumer’s propensity to accept SSTs, such as the grocery retail self- scanning system. This implies that retailers aiming at developing efficient and competitive self-service strategies should pro-actively consider the “techno-ready” consumer attributes. In particular: optimism and discomfort.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2016-10-31T15:33:20Z No. of bitstreams: 1 Catia Frohlich_.pdf: 1787423 bytes, checksum: 93f6818557beee9ed67077591f6f457a (MD5) / Made available in DSpace on 2016-10-31T15:33:21Z (GMT). No. of bitstreams: 1 Catia Frohlich_.pdf: 1787423 bytes, checksum: 93f6818557beee9ed67077591f6f457a (MD5) Previous issue date: 2016-09-13 / Nenhuma / Nos dias atuais, dada a concorrência nos diferentes segmentos de negócio, torna-se cada vez mais relevante que as organizações se adaptem às exigências dos seus clientes. Diante disso, uma das formas de buscar o atendimento das expectativas e a satisfação é a partir da disponibilização dos serviços em canais de autoatendimento. Este trabalho tem por objetivo identificar fatores condicionantes à efetividade do uso dos serviços de autoatendimento em uma instituição de ensino superior e propor ações para melhorias desses serviços. A pesquisa foi desenvolvida em uma instituição localizada no Rio Grande do Sul e visa identificar as percepções dos alunos e suas necessidades em relação ao uso do autoatendimento, bem como as percepções dos profissionais de atendimento quanto às necessidades desse público. Além disso, este estudo contribui para o desenvolvimento de projetos que tenham como objetivo a busca por facilidades no atendimento aos usuários, possibilitando maior autonomia e contribuindo para a agilidade dos serviços prestados, bem como a satisfação dos usuários. Foram adotados dois métodos para condução da pesquisa: i) Grupos focais com os profissionais da área de atendimento da instituição, sendo realizados três grupos com oito participantes distintos em cada grupo, e ii) Pesquisa Survey com o público de alunos dos cursos de graduação da instituição, com uma amostra de 1.100 participantes da pesquisa. Os resultados encontrados indicam a necessidade de ampliação e melhorias dos serviços, sendo que fatores como facilidade de acesso, agilidade nos processos e aumento da divulgação dos serviços são itens importantes no processo de escolha pelo uso do autoatendimento. Diante disso, algumas ações são propostas no sentido de promover o uso efetivo das tecnologias de autoatendimento disponibilizadas pela instituição de ensino, dentre elas melhorias na interface, suporte online para esclarecimento de dúvidas e disponibilização de tutoriais e vídeos, que facilitem o acesso e o uso dos serviços pelos alunos. / Nowadays, due the competition in different business fields, it becomes increasingly relevant that organizations adapt themselves to their customer’s demands. The availability of services in self-services channels is, therefore, a way to look for the achievement of expectations and satisfaction of the customers. This research aims at identify the conditioning factors to the effectiveness of the use of self-services in a higher education institution, and to propose actions for the improvement of such services. The investigation was carried out in an institution placed at Rio Grande do Sul. It aims at the identification of the students’ perceptions and their needs regarding the use of self-service, as well as the self-service’s professionals perceptions regarding the needs of the students on self-service. Furthermore, this study contributes to the development of projects that have as objective to look for easiness for users’ attendance, enabling them to get increasing autonomy, and contributing to the agility of the offered services, as well as to the users’ satisfaction. Two methods were adopted to support this research: i) Focus groups with professionals of the institution's service area, and carried out through three groups with eight different participants in each group, and ii) Survey Research involving the undergraduate students of the institution, with a sample size of 1,100 sample participants. Findings indicate the need for services enlargement and enrichment. Factors such as access easiness, processes agility, and greater disclosure of the services are relevant to the process of choice of self-services. Therefore, some actions are proposed in order to promote the effective use of self-service Technologies enabled by the educational institution, among them improvements in the interface, online support to answer questions, and availability of tutorials and videos, to facilitate the access and the use of services by the students.

This research explores the relationship between intention and actual usage of self-service technology (SST), and investigates the effects of facilitating conditions and customer readiness on customer adoption of SST. In recent years, self-service technologies have created many new service contents; nevertheless, the actual utilization is not actually common yet. Therefore, this research try to explore the relationship between customer readiness and facilitating conditions on the actual use of SST, then focus on narrowing the gap between intention to use SST and actual usage of SST. We believe that this understanding is imperative for service providers to make proactive strategies for fostering customers’ intention and actual usage of the SST. The framework makes it possible to understand and predict customer trial related to using self-service technology by thoroughly examining underlying customer readiness degree and use the internet to illustrate how our framework can be applied to study customer behavior related to a specific self-service technology. To analyze the longitudinal effect, a two-stage survey was conducted and lasted for seven months. As it is well known that behavior intention does not necessary lead to actual behavior, our findings offer proactive strategies to service providers in turning intention into actual usage. Implications are discussed for managerial strategy as well as for future research. The research can be referred as marketing strategy for self-service or kiosk industry, and on academic contribution of narrowing the gap between intention and actual use. It is expected that it is helpful to facilitate self-service development and to enrich customer experience and competitiveness in Taiwan.

<p>Technology based self-service (TBSS) used in supermarket self-scanning checkouts is a relatively new phenomenon in Sweden. Studies on TBSS as a self- checkout device have been formerly carried out but with focus on the customer perspective. The authors therefore saw a challenge in covering the self-scan checkout concept, from a company perspective. The purpose of this research paper is to investigate, through a management perspective, the changes brought about by implementing an innovative TBSS system in Swedish supermarkets, and its effect on the competitiveness of the company. This is done by presenting and linking the theoretical framework and empirical study in the research. The theoretical framework of the paper includes the following topics: role and importance of innovation in a business context and TBSS as innovation as well as product life cycle connected to innovation; competitive advantage theory and complementary concepts, value chain theory, and finally the importance of customer relationship management in the ‘new’ self-service economy. The empirical study consists of two Swedish supermarkets in the city of Linköping, Coop Forum and ICA Maxi. Results of the research paper mainly include the following: Changes brought about by implementing technology-based self-service systems in supermarkets must be discussed in the view of short-term and long- term perspectives separately. Changes involve the value creating activities of supermarkets and include increased quality of services to customers. It has been further found that TBSS can add to the competitiveness of supermarkets. However, positive financial results can only be expected in the long-term which in the case of Swedish supermarkets offering TBSS services is not yet apparent. The empirical findings have shown that Coop Forum and ICA Maxi had to carry out changes and make adjustments to their value activities and customer relationship management in order to operate TBSS checkouts successfully. Competitiveness between them has been also affected due to the TBSS service offering.</p>