Publikationer från Mälardalens högskola
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Understanding the Role of Trust in AI Chatbot Adoption: Evidence from Sri Lankan Banking Customers
No full textAbstract Date: 2025-06-04 Level: Bachelor thesis in Business Administration, 15 cr Institution: School of Business, Society and Engineering, Mälardalen University Authors: Mohammed Ali (01-05-06) : Darshaka Bandara (84-09-10) : Nalinda Livera (88-06-15) Title: Understanding the Role of Trust in AI Chatbot Adoption: Evidence from Sri Lankan Banking CustomersSupervisor: David Freund Keywords: AI chatbots; customer trust; digital banking; Sri Lanka; thematic analysis Research question: What are the key drivers and barriers influencing customer trust in AI-powered chatbots in Sri Lankan banking? Purpose: To investigate how factors such as competence, integrity, benevolence, institutional reputation, and task sensitivity shape customer trust in chatbots, and to uncover context-specific insights for emerging-market implementations. Method: An interpretivist, qualitative study based on semi-structured interviews with 14 retail banking customers; thematic analysis mapped against McKnight et al.’s (2002) trust framework. Conclusion: Trust in Sri Lankan banking chatbots hinges not only on speed and accuracy but also on proactive task guidance, honest admission of limitations, empathetic tone, and clear pathways to human assistance. Institutional reputation and perceived task risk further influence adoption. Banks should therefore optimize technical performance, embed transparency and security cues, humanize interactions, segment use cases, engage regulators early, support digital literacy, and build internal capabilities for scalable, trust-based chatbot deployment
Can We Still Be Together? How Consumers Interpret Corporate Responses After a Boycott : A Qualitative Exploration of Consumer-Brand Relationships Through Corporate Response
No full textThis study explores how consumers interpret corporate responses following a boycott and the subsequent implications for consumer-brand relationships (CBR). Using a qualitative approach and semi-structured interviews, it examines how the dimensions of self-brand identity (SBI), trust, and commitment influence consumer perceptions and their ongoing relationships with brands. The findings reveal that corporate responses, in isolation, often hold limited meaning for consumers, especially when perceived as insincere, delayed, or reactive. These perceptions were deeply influenced by consumers’ interpretations of corporate intent and perceived authenticity. Instead, factors such as emotional investment, prior attachment, and utility-based trade-offs played a more significant role in shaping post-boycott relationships. Participants described relational outcomes, including complete disengagement, reluctant transactional interactions, retaliation, and conditional re-engagement. Such outcomes ranged depending on how aligned they felt the brand was with their personal values. The study emphasizes the fragile brand loyalty in boycott contexts and the importance of timely, value-driven, and transparent communication. For companies, this implies that successful post-crisis relationship restoration requires more than surface-level apologies — consumers want genuine accountability and a demonstrated commitment to ethical alignment
FÖREBYGGANDE AV TRYCKSÅR : En allmän litteraturöversikt av sjuksköterskors erfarenheter
No full textBakgrund: Trycksår är hudskada som uppstår på grund av syrebrist i underliggande vävnad. Det orsakar långvarig smärta och försämrar livskvaliteten för patienter. Trycksår klassas som vårdskada och kräver långvarig behandlingstid, vilket påverkar vårdsystemet negativt. De främsta riskfaktorerna inkluderar hög ålder, begränsad rörlighet och otillräckligt näringsintag. Med adekvat kompetens från sjuksköterskor kan trycksår förebyggas genom bedömningar av hudens tillstånd samt förebyggande åtgärder mot dessa riskfaktorer. Syfte: Syftet var att belysa sjuksköterskors erfarenheter av att förebygga trycksår. Metod: En allmän litteraturöversikt genomfördes där elva vetenskapliga artiklar analyserades, varav tre var kvantitativa och åtta kvalitativa studier. Resultat: Tre faktorer identifierades som påverkade sjuksköterskornas erfarenheter av trycksårförebyggande: organisatoriska begränsningar, vikten av samarbete och vikten av kompetens. Slutsats: Det finns ett tydligt behov av ökad utbildning och kompetensutveckling kring trycksår och förebyggande åtgärder bland sjuksköterskor. Förbättra patientens livskvalitet genom att jobba patientnära och individanpassa omvårdnadsåtgärder
Communication Strategies to Drive Collaboration in Innovation hubs: A strategic approach for MITC
No full textIn the context of increasingly complex and dynamic innovation ecosystems, effective communication is critical for fostering collaboration and articulating value propositions to a diverse set of stakeholders. This study investigates how the Mälardalen Industrial Technology Centre (MITC), as an innovation hub can enhance its strategic communication practices to strengthen partnerships and attract new collaborators. Drawing on a qualitative, single-case study design, this research employs the Gioia methodology to analyse data collected through semi-structured interviews and document analysis. To answer the following research questions; how do communication barriers and opportunities that exist within MITC’s innovation ecosystem affect its ability to express its value proposition to diverse stakeholders? & what strategies can MITC adapt to better communicate its value proposition and innovation to attract new partners and enhance its collaborative capabilities? The findings reveal significant communication barriers including project-centric, forum-based communication that overshadows non-technical stakeholders, ambiguous identity expression that hinders external understanding of MITC’s purpose and capabilities, insufficient demonstration of impact through quantifiable success stories and a complex business model that complicates engagement pathways for potential partners. Despite these barriers, the study identifies key opportunities to improve communication. These include leveraging MITC’s intermediary role between academia and industry for knowledge translation, utilizing the tiered partnership structure for targeted messaging, and responding to stakeholder demand for more interactive, digital, and brand-focused communication approaches. The study contributes to the literature on innovation intermediaries by proposing a communication framework that enables innovation hubs to clarify their value propositions, enhance stakeholder alignment, and drive collaborative innovation. The proposed framework offers actionable insights for MITC and similar institutions aiming to navigate the communication challenges inherent in multi-stakeholder innovation environments.
EXPLAINABLE AI FOR TIME SERIESANOMALY DETECTION
No full textThe increasing use of complex Artificial Intelligence (AI) models, particularly in time seriesanomaly detection across various domains like finance, industry, and cybersecurity, has highlighteda critical need for transparency and interpretability. Many current AI systems operate as ’blackboxes’, making it difficult to understand their decision-making processes, which hinders trust andadoption, especially in critical applications. Existing anomaly detection tools often lack essentialfeatures such as user-friendly interfaces, modularity, and, most importantly, the ability to explainwhy a data point is classified as anomalous.This thesis addresses these challenges by introducing the Explainable Anomaly ClassificationTool (EXACT), a novel, modular software tool, integrating time series anomaly detection with XAItechniques. EXACT facilitates data handling, anomaly injection, model training, and explanationgeneration. We evaluate Extreme Gradient Boosting (XGBoost), Decision Tree (DT), and LongShort-Term Memory with Autoencoder (LSTM-AE) models alongside SHAP, LIME, and DiCEmethods across four benchmark datasets. Machine Learning performance is assessed using metricslike F1-score and recall, while XAI methods are evaluated via Normalised Discounted CumulativeGain (NDCG) for feature importance and counterfactual analysis.Key findings show XGBoost offers balanced performance, DT is fastest, and LSTM-AE is com-putationally intensive but captures temporal aspects. SHAP provides robust feature rankings (highNDCG) but can be slow; LIME offers faster but sometimes less reliable explanations; and DiCE gen-erates valuable "what-if" counterfactuals. The study highlights crucial trade-offs between accuracy,interpretability, and computational cost. The EXACT tool and our empirical insights contributeto advancing trustworthy AI by providing a practical tool and guidance for applying and evaluatingexplainable anomaly detection, making these techniques more accessible and understandable
EXPLORING LATENCY CHALLENGES IN FPV QUADCOPTERVIDEOGRAPHY: ENVIRONMENTAL AND TECHNICAL INVESTIGATIONS
No full textFlying drones is a popular hobby, but the rising cost of components makes crashing more ex-pensive. In First-Person View (FPV), low communication latency is critical for responsive controland effective crash avoidance. This thesis examines the factors that contribute to latency in wire-less communication between a ground controller and a Commercial off the shelf (COTS) drone,particularly under both Line of Sight (LOS) and No Line of Sight (NLOS)conditions. A reviewof relevant literature highlights the sources of latency across different layers of the Open SystemsInterconnection (OSI) model and how each layer can contribute to delays. While communicationsystems in embedded devices must balance throughput, reliability, and latency, this work focusesspecifically on latency, as it is a key requirement for smooth and real-time FPV operation. Tostudy this, a socket-based communication system was implemented using Python, where User Da-tagram Protocol (UDP) packets were sent to and received from the drone. The resulting data wasanalyzed for packet loss and one-way latency. The experiments showed that environmental factors,such as interference from everyday equipment such as kitchen appliances, can affect Wireless Fi-delity (WiFi) performance and lead to packet loss. Communication in wireless local networks hasdifferent latency demands depending on activity. Despite various obstacles, this thesis will explorewireless latency in digital FPV systems and how signal interference affects transmission, such aseveryday kitchen equipment can interfere with WiFi to the degree of packet loss. Additionally, acomparison was made between a Raspberry Pi running a low-latency kernel and one running astandard kernel. Notably, the modified system exhibited a slightly higher packet loss rate in somescenarios, indicating that reducing latency may come at the expense of communication reliability.These findings underscore the importance of meticulous system design when creating low-latencyFPV-like drones
Artificial Intelligence as a Catalyst for Business Model Innovation in Architectural Practice : Insights from the Swedish Industry
No full textThis master’s thesis explores how architectural firms, drawing on insights from the Swedish industry, can innovate their business models in response to internal and external demands, while addressing digital transformation processes and Artificial Intelligence (AI) implementation. Through a qualitative case study approach, empirical data were collected via interviews and workshops with a large Swedish architecture company, complemented by observations and analysis of industry reports. The study examines the challenges and opportunities that AI presents within architectural practice, discussing implications for traditional business models, internal capabilities, and strategic decisions. The findings suggest that while AI may enable new value streams, collaborations, and services, it also introduces uncertainties related to revenue models, required competences, and long-term planning. Human values and creativity were identified as central elements to the profession, especially as technological advancements reshape work processes. Practical recommendations are proposed to support architecture firms in managing business model change, strengthening capabilities through a basic business strategy outline. Actionable steps offer guidance for integrating change, including developing a clear data strategy, increasing organizational flexibility, and upskilling professionals, with a focus on human-centered development. The research concludes that business model innovation in architecture is a multidimensional process, requiring a well-informed business strategy aligned with technological adaptation and professional values
Inkluderingens utmaningar : Lärares perspektiv på stödinsatser för individintegrerade elever med intellektuell funktionsnedsättning i grundskolan
No full textSyftet med denna studie är att belysa lärares perspektiv på stödinsatser för individintegrerade elever med intellektuell funktionsnedsättning i grundskolan. Studien utgår från två forskningsfrågor som belyser vilka stödinsatser lärare använder på organisations-, grupp- och individnivå för att främja inkludering samt vilka faktorer som underlättar eller försvårar individintegrering. Med en kvalitativ ansats genomfördes semistrukturerade intervjuer med 13 lärare från tre olika kommuner i Sverige. Det insamlade materialet analyserades med tematisk analys och tolkades utifrån ett dilemmaperspektiv. Resultatet visar att lärare använder en mängd olika stödinsatser, men att dessa ofta saknar tydlig struktur och systematik. Lärares attityder, skolans organisation och tillgång till specialpedagogisk kompetens framstår som centrala faktorer för att uppnå en fungerande inkludering. Studien visar också att lärare upplever flera dilemman i inkluderingsarbetet, såsom att möta elevens individuella behov samtidigt som de ansvarar för hela gruppens lärande. Slutsatserna betonar vikten av kunskapsutveckling, samarbete och tydliga arbetssätt för att möjliggöra inkludering för elever med IF i grundskolan.
Att vara lärare handlar om mer än bara undervisning : En kvalitativ studie om hur lärare främjar elevernas välbefinnande
No full textBarns hälsa är en grundläggande förutsättning för deras utveckling, folkhälsan och framtida livskvalitet. Skolan har möjlighet att möta alla elever och är central i barnens uppväxt. Skolan når alla barn och bidrar med stöd, trygga vuxna och sociala kontakter, vilket har betydelse för deras välbefinnande. I skolan har lärarna en central roll för att främja elevernas hälsa och välbefinnande. Syftet är att undersöka hur lärare arbetar samt uppfattar vilka förutsättningar de har för att främja elevernas fysiska, psykiska och sociala välbefinnande. En kvalitativ metod valdes, där sju semistrukturerade intervjuer genomfördes. Rekryteringen använde målstyrt urval och snöbollsurval. Intervjupersonerna var utbildade lärare verksamma på grundskolor kring Mälardalen. Intervjuerna analyserades utifrån manifest kvalitativ innehållsanalys. Resultatet består av två huvudkategorier: Strukturella ramar och Pedagogiskt ledarskap. Strukturella ramar handlar om lärarnas förutsättningar för att främja elevernas välbefinnande genom skolans fysiska miljöer, tidsanvändning i arbetet, samarbete med andra, samt behovet av fler professioner i skolan. Pedagogiskt ledarskap handlar om hur lärare arbetar för att främja elevernas välbefinnande genom relationsskapande arbete, anpassningar för elevernas olika behov i undervisningen samt olika stödstrategier. Lärares förhållningssätt i undervisningen är avgörande för elevers välbefinnande. Resultatet diskuteras med stöd av teorin känsla av sammanhang (KASAM). En inkluderande skolgång kräver fungerande samarbete och samverkan internt och externt. Fler professioner behövs till skolan för att främja elevernas välbefinnande och utveckling. Fokus bör inte enbart vara på styrdokument, bedömning och betygssättning, utan även värna om skolans emotionella och sociala funktion, som en trygg och inkluderande plats där alla elevers känslomässiga välmående och utveckling främjas.Children's health is a fundamental prerequisite for their development and future quality of life. The school reaches all students and is a large part of the children's growth. The school reaches all children and contributes with support, safe adults and social contacts, which is important for their wellbeing. In school, teachers have a central role in promoting the health and wellbeing of students. The aim is to investigate how teachers work and perceive what conditions they have to promote the physical, mental and social wellbeing of students. A qualitative method was chosen, where seven semi-structured interviews were conducted. Recruitment used purposive sampling and snowball sampling. The interviewees were trained teachers working at elementary schools around the Mälardalen. The interviews were analyzed based on manifest qualitative content analysis. The results consist of two main categories: Structural frameworks and Pedagogical leadership. Structural frameworks are about teachers' conditions for promoting the well- being of students through the school's physical environments, use of time at work, collaboration with others, and the need for more professionals in the school. Pedagogical leadership is about how teachers work to promote student wellbeing through relationship- building work, adaptations to students' different needs in teaching and various support strategies. Teachers' approach is crucial for students' wellbeing. The results are discussed with support from the theory of sense of coherence (SOC). An inclusive school requires functioning cooperation and collaboration internally and externally. More professions are needed in schools to promote students' wellbeing and development. The focus should not only be on governing documents, assessment and grading, but also to safeguard the emotional and social function of the school, as a safe and inclusive place where all students' emotional well- being and development are promoted
Lust att läsa - eller inte : En kvalitativ studie om svensklärares didaktiska strategier, litteraturval och villkor för litteraturundervisning för gymnasieelever med läsmotstånd
No full textStudien syftar till att undersöka hur gymnasielärare i svenska arbetar för att väcka läslust hos elever som visar ett motstånd mot skönlitterär läsning. För att uppfylla studiens syfte valdes en kvalitativ ansats med sex semistrukturerade intervjuer som har analyserats genom en tematisk metod. Resultatet visar att litteraturval, elevers delaktighet, relationsskapande och varierade undervisningsformer samverkar i arbetet med att motivera elever att läsa. Samtidigt framkommer att lärarnas didaktiska intentioner ofta ställs mot praktiska begränsningar. Exempelvis ökar elevers valfrihet först när lärarvalda texter inte fungerar, litteratursamtal används ofta för kontroll snarare än tolkning, sakprosa används för att öka tillgängligheten och textomfånget begränsas för att främja deltagande. Sammantaget visar studien att läslust möjliggörs i samspelet mellan pedagogiska ideal, elevers förutsättningar och skolans ramar