Internet pankkipalveluiden markkinointi ja laatuarviointi pk-yritysten näkökulmasta - Case: Handelsbanken

Internet pankkipalveluiden laatuun kiinnitetään yhä enemmän huomiota. Pankkipalveluiden siirtyessä Internetiin pankit pitävät Internet pankkipalveluiden laatua yhä tärkeämpänä kilpailuelementtinä. Vuosittain tehtävät tutkimukset ja niiden tutkimustulokset Internet pankkipalveluiden laadusta kuvaavat palveluiden kehitystä ja tämänhetkistä tilannetta. Pk-yritysten saaman palvelun laadun arviointi onkin erittäin tärkeää tuottoisan asiakassegmenttinsä ansiosta. Tämän tutkielman tarkoituksena on selvittää Handelsbankenin Internet pankkipalveluiden laatu ja sen ulottuvuudet pk-yrityksille, palvelun markkinoinnin viitekehyksessä. Tutkielman teoreettinen osa perustuu Internet pankkipalveluiden laatua ja toimivuutta käsittelevään tieteelliseen kirjallisuuteen ja artikkeleihin. Empiirisessä osassa tutkitaan sitä, mistä ulottuvuuksista palvelun laatu markkinoinnin kontekstissa muodostuu ja mikä on laadun ulottuvuuksien suhde asiakastyytyväisyyteen ja kehitysmahdollisuuksiin. Empiiriseen tutkimukseen kuuluu kaksi eri osa-aluetta, haastattelututkimus sekä elektronisella kyselylomakkeella toteutettu kyselytutkimus, jossa muun muassa selvitettiin pk-yritysten käsityksiä eri laadun ulottuvuuksista sekä heidän kokemuksiaan palvelun laadusta. Tutkimusote on kvantitatiivinen ja osin myös kvalitatiivinen. Perinteisten pankkipalveluiden laadun ulottuvuuksien lisäksi tutkimuksen tuloksista havaittiin, että Internet pankkipalveluiden laadun uusia ulottuvuuksia ovat palvelualttius, yksilöllinen ja kehittyvä palvelu, palvelun luotettavuus, käytettävyys, saavutettavuus, ”rahoille vastinetta” ja turvallisuus. Tutkimustulokset osoittavat, että Internet pankkipalveluiden laadulla ja etenkin havaituilla uusilla ulottuvuuksilla on yhteys pk-yritysten asiakastyytyväisyyteen.

Virtual Professional Network as a Value Creator in the Dental Business

The research of virtual professional networks has been enormous but the lack of research in the dental field was obvious. This study focuses on those uses and gratifications, and motives of participants that a virtual pro-fessional network should fulfil. The aim of this study is to understand the factors behind the successful virtual professional network, and motives of participants that support a particular business network’s building up for contributing its further success. In this study the focus is on particular mo-tives, needs and benefits of participants that are significant for the net-work’s further development. The study will explore relevant scientific research and theory that is char-acteristic in networking, and theories of user’s needs and motives. Empiri-cal data was collected from dental professionals by net based question-naire that was sent by e-mail. Data analysis was done by quantitative fac-tor analysis. The findings of this study were obvious that virtual knowledge of implantology is inadequate and knowledge is rather difficult to find in the Internet. Sharing of virtual knowledge, net-learning and communication were seen to improve the quality of impolantological professionalism and also the development of these areas was experienced essential. On the grounds of this study a host of a virtual professional network can focus on those aspects that serve the users at best, can develop professionalism in implantology and can profit in its own business operations.

Under ytan, vid ytan och ovanför ytan : analys av tanken bakom tre läromedel i slöjd

This thesis is based on the personal experience gained related to the planning and production of three web-based teaching materials for the teaching subject knownas sloyd at the comprehensive school in Finland. After the teaching materials had been produced and published on the Internet at the Finnish textile teachers' website KässäBoxi, the idea for this thesis emanated from the questions: Why do the three teaching materials look the way they do and why do other textile teachers comment that they are different? In earlier sloyd educational research it has been stated that a scientific paradigm affects the individual ideology of a sloyd teacher. The aimfor my doctoral thesis is to continue on the topic. As the area of interest comprises the thought behind three teaching materials in sloyd, the aim of the thesis is to show how teaching and educational ideologies in sloyd appear in the teaching materials at hand. The research approach has parallels to research about another, tangible phenomena, namely the iceberg. In a similar way as an iceberg, a teaching material has a profound base, but the base is not always completely visible to the user of the teaching material. In this thesis I strive to show what there is under the surface, on the surface and above the surface of three teaching materials in sloyd. The research approach is defined as qualitative and phenomenologic-hermeneutic. The analysis results in knowledge about how the producer of a teaching material affects the character of a teaching material by choices concerning for example the form, structure, language and illustrations of the teaching material. The analysis also shows how the producers' individual educational and teaching ideologies within the teaching subject at hand appear by means of traces concerning the view on the pupil and the teacher, and the view on planning and conducting teaching in sloyd. The thesis also results in knowledge about how sloyd educational scientific theories and demands from society, as they are stated in the national core curriculum, appear in the three teaching materials. The application of the sloyd educational scientific theory of individual sloyd activity as a holistic educative system is also widened in the thesis. This thesis contributes to future research on producing teaching materials by information about what aspects a producer of teaching materials needs to consider and how the aspects become visible in the teaching materials. This kind of knowledge is valuable to teacher students in sloyd, to teachers in sloyd who intend to plan and produce teaching materials and to teachers who tutor the planning and production of teaching materials.

Development of research networks : the case of social capital

The aim of this study is to explore how a new concept appears inscientific discussion and research, how it diffuses to other fields and out of the scientific communities, and how the networks are formed around the concept. Text and terminology take the interest of a reader in the digital environment. Texts create networks where the terminology used is dependent on the ideas, viewsand paradigms of the field. This study is based mainly on bibliographic data. Materials for bibliometric studies have been collected from different databases. The databases are also evaluated and their quality and coverage are discussed. The thesauri of those databases that have been selected for a more in depth study have also been evaluated. The material selected has been used to study how long and in which ways an innovative publication, which can be seen as a milestone in a specific field, influences the research. The concept that has been chosen as a topic for this research is Social Capital, because it has been a popular concept in different scientific fields as well as in everyday speech and the media. It seemed to be a `fashion concept´ that appeared in different situations at the Millennium. The growth and diffusion of social capital publications has been studied. The terms connected with social capital in different fields and different stages of the development have also been analyzed. The methods that have been used in this study are growth and diffusion analysis, content analysis, citation analysis, coword analysis and cocitation analysis. One method that can be used tounderstand and to interpret results of these bibliometric studies is to interview some key persons, who are known to have a gatekeeper position in the diffusion of the concept. Thematic interviews with some Finnish researchers and specialists that have influenced the diffusion of social capital into Finnish scientificand social discussions provide background information. iv The Milestone Publications on social capital have been chosen and studied. They give answers to the question "What is Social Capital?" By comparing citations to Milestone Publications with the growth of all social capital publications in a database, we can drawconclusions about the point at which social capital became generally approved `tacit knowledge´. The contribution of the present study lies foremost in understanding the development of network structures around a new concept that has diffused in scientific communities and also outside them. The network means both networks of researchers, networks of publications and networks of concepts that describe the research field. The emphasis has been on the digital environment and onthe socalled information society that we are now living in, but in this transitional stage, the printed publications are still important and widely used in social sciences and humanities. The network formation is affected by social relations and informal contacts that push new ideas. This study also gives new information about using different research methods, like bibliometric methods supported by interviews and content analyses. It is evident that interpretation of bibliometric maps presupposes qualitative information and understanding of the phenomena under study.