Länsstyrelsen i Örebro Län- En tvärsnittsstudie inom tjänstekvalitetsområdet
2012 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE credits
Student thesis
Abstract [en]
Abstract
Title: Service quality at County Administration Board of Örebro – a cross-sectional study
Date of seminar: 2012-06-01
Course: Business Administration, Paper Advance Course 15 Credits
Authors: Kim Eriksson, Oscar Karlsson, Victoria Karlsson
Supervisor: Pia Lindell
Purpose: The purpose of this paper is to describe how the clients of the County Administration Board of Örebro perceive service quality of the service process.
Research methodology: The paper is based on a combination of quantitative and qualitative empirical data collection. The collected data consists of statements and open questions. The questions were asked by telephone interviews on a sample of the County Administration Board’s clients.
Theoretical framework: The paper uses theories of service quality, theories of project and relationship marketing.
Conclusions: The service quality of the County Administration Board had an average on the determinants on 3,7 of a 5-point scale. The average is above the middle of the scale and can be seen as good quality of service. The recommendations that have been given to CAB is to build relationships through communicating and to work and develop a service recovery routine when mistakes appears.
Keyword: Service quality, servperf, service provider
Place, publisher, year, edition, pages
2012. , p. 51
Series
Örebro Studies in Economics, ISSN 1651-8896
Keywords [en]
Service quality
Keywords [sv]
Tjänstekvalitet
National Category
Business Administration
Identifiers
URN: urn:nbn:se:oru:diva-24538ISRN: ORU-HHS/FEK-GK-2012/0082--SEOAI: oai:DiVA.org:oru-24538DiVA, id: diva2:545213
Subject / course
Företagsekonomi
Presentation
2012-06-01, 10:00 (Swedish)
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
2012-09-032012-08-172017-10-17Bibliographically approved