Webbplatser har idag mindre än en sekund på sig att göra ett visuellt intryck innan besökaren riskerar att gå vidare till en annan webbplats. I hotellbranschen där kundrelationer är högt värderat och det fysiska mötet i många fall har bytts ut mot hotellets webbplats spelar det visuella intrycket en viktig roll. Varje kontakt en besökare har med ett företags webbplats påverkar besökarens känslor för varumärket och således kundrelationen. Framtidens stora kundsegment Generation Z kräver hög kvalitet på webbdesign vilket innebär att det är viktigt för företag att förstå hur deras webbplats kan skapa ett bra intryck för att fånga målgruppen. Forskning visar att visuella webbdesignelement har en påverkan på besökarens tillfredsställelse, tillit samt lojalitet, vilket även är tre viktiga faktorer för att bygga kundrelationer. Genom att analysera hur webbdesignelementen foto, färg, visuell ordning, visuell komplexitet samt informationsdesign/text påverkar tillfredsställelse, tillit samt lojalitet på en hotellwebbplats syftar studien till att skapa en förståelse för hur en hotellwebbplats således kan påverka kundrelationer med personer som tillhör Generation Z. Studien har genomförts med en kvalitativ metod i form av semistrukturerade intervjuer med en kompletterande enkät. Sex respondenter som tillhör Generation Z studerade två hotellwebbplatser där samtliga webbdesignelement diskuterades med utgångspunkt kring tillfredsställelse, tillit samt lojalitet. Studiens resultat visar att samtliga webbdesignelement i undersökningen har en avgörande roll för att uppfylla besökarens förväntningar och kan således påverka tillfredsställelse, tillit och lojalitet som i sin tur har en påverkan på kundrelationer. / Websites today have less than a second to make a visual impression before the visitor risks leaving for another website. In the hotel industry where customer relationships are highly valued and the face-to-face meeting has in numerous cases been replaced by the hotel's website, the visual impression plays an important role. Each contact a visitor has with a company's website will affect the visitor's feelings towards the brand and thus affect the customer relationship. Generation Z, the large customer segment of the future, requires high quality web design. This means that it is important for companies to understand how their website can make a good impression to capture the target audience. Research shows that visual web design elements have an impact on visitors' satisfaction, trust, and loyalty, which are also three important elements in building customer relationships. By analyzing how the web design elements photo, color, visual order, visual complexity and information design/text affect satisfaction, trust and loyalty, the study aims to create an understanding of how a hotel website can affect customer relationships with people belonging to Generation Z. The study was conducted with a qualitative method with semi-structured interviews and a supplementary questionnaire. Six respondents who belong to Generation Z studied two hotel websites where all web design elements were discussed based on satisfaction, trust, and loyalty. The findings in this study show that all web design elements examined are crucial for meeting the visitor's expectations. Thus, it can affect satisfaction, trust, and loyalty, which in turn has an impact on customer relationships.

Uppsatsen syftar att bidra till debatten om estetikens roll inom MDI genom att undersöka hur gränssnittets visuella estetik påverkar användarupplevelsen av mobila webbsidor. Som teoretisk utgångspunkt användes Tractinskys analysmodell med uppdelning av den upplevda estetiken i en klassisk och en uttrycksfull dimension. En jämförelse mellan sju webbsidor tillhörande e-handelsföretag inom modebranschen gjordes i studiens kvantitativa del. Jämförelsen gjordes även mellan företagens ordinarie webbsidor och mobilsidor. Sidorna med mest kontrasterande egenskaper användes som underlag för den kvalitativa intervjudelstudien. Studiens resultat visar att Tractinskys modell är ett användbart verktyg för beskrivning och analys av mobila enheters upplevda estetik. Mobilsidors upplevda estetik äger aspekter tillhörande den klassiska och den uttrycksfulla dimensionen. Estetiken har inverkan på såväl mobilsidans upplevda användbarhet som interaktionens meningsfullhet. Struktur och visuell balans är nödvändiga förutsättningar för användarens acceptans av en mobilsida. Personlig, engagerande och professionell design minskar de initialt höga trösklarna för ovana användare och påverkar det fortsatta användarbeteendet. De meningsskapande aspekterna så som identifikation och inspiration möjliggör en rikare användarupplevelse och bygger användarens relation till artefakten. / This study contributes to the debate on the role of aesthetics within HCI by examining the effects of visual aesthetics on user-experience of mobile websites. Tractinsky's model of users' perception consisting of two dimensions termed classical and expressive aesthetics was used as a theoretical basis. A quantitative sub-study compared seven mobile and desktop sites belonging to e-commerce fashion retailers. The sites with the most contrasting characteristics were used as cases for qualitative study. The results demonstrate usefulness of Tractinsky's model for analysis of mobile websites' perceived aesthetics. Perceived aesthetics of mobile GUI includes both classical and expressive elements. Aesthetics impacts on both perceived usability of the mobile website and meaningfulness of the interaction. Structure and visual balance are essential for user acceptance of mobile websites. Personal, engaging and professional design increases acceptance of mobile technology and impinges on the continued user behavior. The meaning-making aspects of aesthetics such as identification and inspiration enrich user-experience and deepen users' relationship to the artifact.

Denna rapport redogör för det praktiska examensarbete som har inneburit en redesign av Birnas Trafikskolas webbplats. Webbplatsen var i behov av en ny design, struktur och innehåll. I detta arbete har designprocessen utförts utifrån ett användarcentrerat perspektiv baserat på design thinking. Arbetsprocessen har bestått av research kring användarna, prototyparbete, framtagande av en grafisk profil och genomförande av användartester. Utvecklingen av den nya webbplatsen har skett via CMS-verktyget Joomla samt med användning av HTML och CSS-kod. Resultatet av detta examensarbete presenteras i form av en webbplats med ny grafisk design och innehåll. / This report describes the practical thesis that entailed the redesign of Birnas driving school’s website. The website was in need of a new design, structure and content. In this work, the design process was carried out with a user-centered approach based on design thinking. The work process has consisted of user research, prototyping, the developement of a graphic profile, and user testing. The developement of the new site has been made through the content management system Joomla and the use of HTML and CSS code. The result of this thesis is presented in the form of a website with new graphic design and content.

The purpose of this study was to examine if font choices affect how text and sender are perceived in the context of online banking websites. Large amounts of money are invested to produce effective design units; therefore, graphic designers need to be aware of how their font choices impact the readers’ perception of text. This study aimed to raise awareness around the impact of fonts and to create a helpful report that can guide designers in their font choices. Previous research on the subject argues that typography is a critical tool in visual communication, and that selecting an appropriate typeface is very important. Studies have shown how readers are aware of the difference in appropriateness between different font and text matches. Shaikh, Chaparro and Fox (2006) found serif and sans serif fonts to be the most appropriate in most situations while scripts were appropriate only for scrapbooking and e-greetings and modern display fonts were perceived as rude or coarse. The methods used in the present study were a Literature Study, two Focus Groups, a Quantitative Web Survey and two Visual Content Analyses. The results show that font choices do affect perception of the sender in this context. The most appropriate fonts were strict and structured, but not boring, non-decorative and had a medium x-height in relation to cap height. / Syftet med denna studie var att undersöka om val av teckensnitt påverkar hur text och avsändare uppfattas i samband med internetbankers webbplatser. Stora summor investeras för att producera effektiva designenheter; därför behöver grafiska designers vara medvetna om hur deras val av teckensnitt påverkar läsarens uppfattning av text. Målet med denna studie var att öka medvetenheten kring påverkan av teckensnitt och att skapa en användbar rapport som kan guida designers i deras val av teckensnitt. Tidigare studier inom ämnet argumenterar för hur typografi är ett avgörande verktyg inom visuell kommunikation och hur valet av ett passande teckensnitt är av mycket stor vikt. Undersökningar har visat på att läsare är medvetna om skillnaden i hur väl olika kombinationer teckensnitt och text fungerar. I en studie av Shaikh, Chaparro och Fox (2006) lyfts seriff och sanseriff som de mest passande i flest situationer medan skripter enbart passade bra för scrapbooking och e-hälsningar och moderna ”modern display”- teckensnitt uppfattades som oförskämda eller grova. I föreliggande studie användes en litteraturstudie, två fokusgrupper, en kvantitativ webbenkät och två visuella innehållsanalyser. Resultaten visar på att valet av teckensnitt påverkar hur mottagaren uppfattar sändaren i denna kontext. De teckensnitt som ansågs mest passande var strikta och strukturerade men inte tråkiga, utan dekorativa element och med en medelhög x-höjd i förhållande till versalhöjd.

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A presente dissertação investiga o quanto influencias situacionais, presentes nos sites de empresas do comércio eletrônico, impactam na intenção de recompra do consumidor online. Para tanto, um modelo teórico integrativo foi desenvolvido e investigado, baseado em uma revisão teórica dos principais estudos que pesquisam intenção de compra no e-commerce. Buscou-se o desenvolvimento de um modelo que proporcionasse uma explicação abrangente dos principais fatores advindos do contexto de compra nos sites que tivessem uma relação positiva com a satisfação e intenção de recompra do consumidor. Uma das grandes contribuições dessa dissertação é a identificação dos fatores presentes nos sites de empresas do e-commerce mais importantes no processo de decisão de compra do consumidor. Como contribuição teórica, esse modelo desenvolvido abrange além dos principais construtos que já estão sendo investigados nesta área de estudos (conteúdo, layout, risco percebido e diversão) construtos ainda não investigados em um mesmo modelo: Tipo de apelo utilizado na comunicação, Comunicação do preço, Tipo de manchete e Facilidade percebida na realização da transação. Além disso, investigou-se se a variável gerações de consumidores seria moderadora destas relações. Os dados desse estudo foram coletados a partir de uma amostra de 228 questionários válidos aplicados em consumidores que utilizam a Internet para realizar compras. O método de coleta de dados aplicado nesta pesquisa foi a pesquisa do tipo survey com questionários auto-administrados pela Internet. Para a análise de dados primários coletados, optou-se pelo uso do mínimo quadrado parcial (Partial Least Squares ou PLS) para a obtenção tanto das relações dos construtos independentes e dependentes, como também das relações existentes entre todos os construtos do modelo proposto. Resultados obtidos demonstram que a satisfação afeta diretamente a intenção de recompra do consumidor. Além disso, todos os construtos do modelo tiveram a hipótese sustentada, indicando influencias com magnitudes distintas, mas todas positivas. A variável gerações demonstrou moderar a relação de 4 dos 8 construtos da pesquisa. Destaca-se por fim que o modelo proposto permite a explicação de elevada proporção da variância total da intenção de recompra. / This project presents a study that investigates how recurrent online consumers are influenced by different aspects while shopping through websites (e-commerce). The author reviewed main international academic studies about buying intents through the internet, and then investigated and modeled an integrative survey, which could correlate both consumer satisfaction and rebuying intent with a series of factors related to the shopping experience. The main contribution of this paper is the identification of the most important factors on the online stores (e-retail) which positively impact the online shoppers, both, those already analyzed in many studies as content, layout, enjoyment and perceived risks, and some new constructs that have not been analyzed together as headlines, price/discount offers, advertisement appealing and easiness of browsing. Moreover, this paper also offered a perspective about whether and how these factors vary according do consumers\' generation. All data was extracted from an online self-administered survey with 330 consumers in São Paulo who declared being used to shopping goods through Internet. It came to a 228 valid respondents, whose responses were analyzed through the method of Partial Least Squares (PLS), in order to obtain both, the correlation of dependent and independent constructs, as well as the correlation among all factors analyzed within this study. The main outcome of this study is that online shoppers\' satisfaction strongly impacts their rebuying intention. Moreover, all the constructs present in this study have proved their positive impact on consumers rebuying intention, each factor varying in correlation strength, but all positive and statically proven. Besides that, the variable \'generation\' moderated 4 out of all 8 constructs presented in this study. Lastly, the proposed model statically explains higher proportion of total rebuying intention variance.

Provést analýzu interního a externího prostředí. V primárním výzkumu se zaměřit na marketingové řízení škol. Navrhnout vzdělávací modul pro zvýšení úrovně implementace marketingu v prostředí škol. Zpracovat případovou studii vhodnou pro trénink vybrané oblasti marketingového řízení školy a pro výuku formou e- learningu. Diplomová práce je součástí projektu CZ.04.1.03/3.2.15.1./0072 - Rozvoj profesních kompetencí pedagogických pracovníků.

<p>This thesis tries to define factors that impact upon the feeling of exclusivity for users on travelorganizers websites. We have identified seven key factors that we believe impact this feeling andthose factors are newsletters, special offers/auxiliary services, registration/limited information,price, limited number of seats on a journey, deals for members and personal service. To researchthis we have conducted a questionnaire and performed interviews with people that are familiarwith travel organizers websites. To create an understanding for the results we have studied usercenteredweb design, affective design and the meaning of pictures. The results show that personalservice and price are important factors to make users feel that they get their requirements andwishes met. Newsletters and special offers/auxiliary services on the other hand are seen by mostas spam and do not impact the feeling of exclusivity because it is being sent to anyone who signsup for it.</p>

<p>In our study, we investigated how the streamed TV domain relates to existing design principles for web design. Further, we have investigated whether there are specific characteristics of the domain that the design principles do not cover. In the survey we have studied two sites which are representative of the streamed TV domain. Finally, we discuss how applicable the design principles are for the domain and the specific characteristics that would require new or further developed design principles.</p> / <p>I vår studie har vi undersökt hur domänen streamad-TV förhåller sig till befintliga designprinciper för webbdesign. Ytterligare har vi undersökt om det finns specifika egenskaper för domänen som inte omfattas av någon designprincip. I undersökningen har vi studerat två webbplatser vilka är representativa för domänen streamad-TV. Slutligen diskuterar vi hur applicerbara designprinciperna är på domänen och vilka specifika egenskaper som skulle behöva nya eller vidareutvecklade designprinciper.</p>

This thesis tries to define factors that impact upon the feeling of exclusivity for users on travelorganizers websites. We have identified seven key factors that we believe impact this feeling andthose factors are newsletters, special offers/auxiliary services, registration/limited information,price, limited number of seats on a journey, deals for members and personal service. To researchthis we have conducted a questionnaire and performed interviews with people that are familiarwith travel organizers websites. To create an understanding for the results we have studied usercenteredweb design, affective design and the meaning of pictures. The results show that personalservice and price are important factors to make users feel that they get their requirements andwishes met. Newsletters and special offers/auxiliary services on the other hand are seen by mostas spam and do not impact the feeling of exclusivity because it is being sent to anyone who signsup for it.