How to deliver quality service: in Swedbank AB Gävle City
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
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.
Place, publisher, year, edition, pages
2011. , 41 p.
delivering quality service, HR strategy, demand and capacity, Swedbank AB Gävle City
Economics and Business
IdentifiersURN: urn:nbn:se:hig:diva-10906Archive number: E3BA:DiVA 93/2011OAI: oai:DiVA.org:hig-10906DiVA: diva2:457904
Subject / course
UppsokSocial and Behavioural Science, Law
Eriksson, Lars-Torsten, Professor