Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Decision making for IT service selection in Swedish SMEs: A study with focus on Swedish Small and Medium Sized Enterprises
Jönköping University, Jönköping International Business School, JIBS, Business Informatics.
2014 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Problem

There is a lack of knowledge about how Swedish SMEs make decisions on IT service selection. There is also lack of information about the attributes of IT service providers that are most important to Swedish SMEs. By discovering these attributes, IT service providers could focus on improving their services in those dimensions and become more attractive for Swedish small and medium enterprises.

Purpose

The purpose of this research is to investigate the decision making process over selection of IT services for small and medium sized enterprises (SMEs) in Sweden. Additionally, this research intends to discover the most important features (attributes) of an IT service provider in its selection.

What are the steps involved in decision-making process? What decision-making methods can be used to help explain the process that goes on in the minds of the decision makers? What aspects influence their behaviour when decision makers prefer one service provider to another?

IT service comprises of internet-based services such as web hosting, email services, online backup services and cloud apps or locally offered IT services such as IT helpdesk. The candidates who were interviewed were employees or entrepreneurs who work and live in Sweden.

Method

This research was conducted with an inductive approach using mono method for semi-structured interviews for primary data collection. Secondary data collection was multiple-source through literature reviews in order to learn about different attributes and current knowledge about this subject. The research method was qualitative with exploratory strategy in order to get insights into managers’ decision-making processes. Sampling was non-probability purposive method with sample size as saturation method. The focus was illustrative and method chosen as typical case.

Conclusion

The conclusions of this thesis illustrates that the important attributes (features) of IT services required by Swedish SMEs are the requirement that the service is being offered from Sweden, due to tax conformity laws and security matters. Moreover, SAT, WADD, FRQ and EBA are decision-making heuristics in use by the companies in selection of suitable IT services.

Place, publisher, year, edition, pages
2014. , 49 p.
Keyword [en]
Decision Making, IT service selection, Choice, Alternative, Attribute, Heuristics
National Category
Information Systems
Identifiers
URN: urn:nbn:se:hj:diva-25071OAI: oai:DiVA.org:hj-25071DiVA: diva2:758308
Subject / course
IHH, Informatics
Supervisors
Available from: 2014-11-12 Created: 2014-10-27 Last updated: 2014-11-12Bibliographically approved

Open Access in DiVA

fulltext(542 kB)279 downloads
File information
File name FULLTEXT01.pdfFile size 542 kBChecksum SHA-512
195536322e197b3076756e9eb539b806a5e69bfccd8f0325547d51a68ded64b7863b745ebc7e2df92e6b13a5485ce93cf67ac1f0acf67ad838c686ff5698f01a
Type fulltextMimetype application/pdf

By organisation
JIBS, Business Informatics
Information Systems

Search outside of DiVA

GoogleGoogle Scholar
Total: 279 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 420 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf