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How to deliver quality service : in Swedbank AB Gävle City

Aim: service quality is a means to improving customer satisfaction and building up an excellent and profitable company. The actual activities of delivering service in Swedbank AB Gävle City are examined in order to assess how to deliver quality service. Method: conduct the research in a qualitative method, mainly with interviews and questionnaires. Both primary and secondary data was collected to support the subject. Result&Condusions: Advanced human resources strategy and reasonable solutions to meet customer needs are two superior aspects in the process of service delivery. Suggestions for future research: customer perspective and quantified data from employees should be contained. Contribution of the thesis: an in-depth understanding of the process of quality service delivery, combined with relevant academic knowledge. Other banks and service companies can learn from the analysis results. Students and future researchers also gain new knowledge about service quality in the banking area.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hig-10906
Date January 2011
CreatorsWang, Qian, Sisi, Xiao
PublisherHögskolan i Gävle, Avdelningen för ekonomi, Högskolan i Gävle, Avdelningen för ekonomi
Source SetsDiVA Archive at Upsalla University
LanguageEnglish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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