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Jag kund(e) inte bry mig mindre: En studie om ledningens motivation av frontlinepersonal
Mälardalen University, School of Business, Society and Engineering.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Sammanfattning:            ”Hur ledningen inom bankbranschen arbetar för att motivera sin frontlinepersonal”

Datum:                              2015-05-28

Nivå:                                  Kandidatuppsats i företagsekonomi, 15 HP

Institution:                       Akademin för Ekonomi, Samhälle och Teknik, EST, Mälardalens Högskola

Författare:                        Oliver der Nederlanden 891025   Revand Solaka 881127                                  

Titel:                                  ”Jag kund(e) inte bry mig mindre - En studie om ledningens motivation av frontlinepersonal”

Handledare:                     Angelina Sundström

Nyckelord:                       Motivation, frontlinepersonal, ledarskap, egenmakt (eng. empowerment), kommunikation, utbildning, intern marknadsföring.

Frågeställning:                Hur arbetar ledningen i Sparbanken Rekarne i Eskilstuna med att motivera sin frontlinepersonal?

Hur uppfattar frontlinepersonalen motivationsarbetet?

Syfte:                                Studien syftar till att beskriva hur en bankledning arbetar för att motivera frontlinepersonalen till ett bättre kundbemötande.

Metod:                              Denna uppsats har studerat Sparbanken Rekarnes motivationsarbete. Undersökningen bygger på en kvalitativ ansats. Den teoretiska referensramen har samlats in från vetenskapliga artiklar och litteratur för att skapa en vetenskaplig bas. Den teoretiska referensramen har sedan prövats genom en empirisamling bestående av sex stycken intervjuer.

Slutsatser:                       Undersökningen visar att det förs en god kommunikation mellan ledningen och frontlinepersonalen, men att cheferna kan bli bättre på att uppmärksamma problem. Sparbanken Rekarne har även möjlighet att arbeta mer med att samordna sina utbildningsinsatser och öka antalet produktutbildningar. Studien visar att frontlinepersonalen motiveras genom att ledningen ger beröm, möjlighet till avancemang, minskad administration och ökad egenmakt.

Abstract [en]

Abstract:                          ”How bank management works with motivation of frontline employees”

Date:                                  2015-05-28

Level:                                Bachelor thesis in Business Administration, 15 ECTS

Institution:                       School of Business, Society and Engineering EST, Mälardalens University

Authors:                           Oliver der Nederlanden 891025   Revand Solaka 881127

Title:                                  ”I could not care less – A study about management motivation of frontline employee”

Tutor:                                Angelina Sundström

Keywords:                       Motivation, frontline employee, management, empowerment, communication, education, intern marketing.

Research question:       How does the management in Sparbanken Rekarne in Eskilstuna work to motivate their frontline employees?

                                           How does the frontline employees perceive the motivation work?        

Purpose:                          The aim of the study is to describe how a bank management works to motivate their frontline employees to give a better customer service.

Method:                            This paper has studied Sparbanken Rekarnes motivational work. The study was based on a qualitative research method. Theories have been collected from scientific articles and literature to create a scientific base. The theories have been tested by an empirical collection of six interviews.

Conclusion:                     The study shows us a good communication between management and frontline employees, but managers could pay attention to frontline employees. Sparbanken Rekarne could also work to coordinate their education and increase the product training. The study shows that frontline employees gets motivated by praise, opportunity for promotion, reduced administration work and increased empowerment.

Place, publisher, year, edition, pages
2015. , 48 p.
Keyword [sv]
Motivation, frontlinepersonal, ledarskap, egenmakt (eng. empowerment), kommunikation, utbildning, intern marknadsföring
National Category
Business Administration
Identifiers
URN: urn:nbn:se:mdh:diva-28210OAI: oai:DiVA.org:mdh-28210DiVA: diva2:819610
Subject / course
Business Administration
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Examiners
Available from: 2015-08-17 Created: 2015-06-10 Last updated: 2015-08-17Bibliographically approved

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