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Länsstyrelsen i Örebro Län- En tvärsnittsstudie inom tjänstekvalitetsområdet
Örebro University, Örebro University School of Business.
Örebro University, Örebro University School of Business.
Örebro University, Örebro University School of Business.
2012 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent 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
Available from: 2012-09-03 Created: 2012-08-17 Last updated: 2017-10-17Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • 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