Title: Satisfaction and loyalty from a customer viewpoint Level: Final assignment for Master degree in Business Administration Authors: Thomas Blomqvist and Per Nilsson Supervisor: Lars-Torsten Eriksson Date: Januari 2010Purpose: The overall purpose of our paper is to describe Alfas customers based on the level of satisfaction and loyalty. We also want to find out if there are specific characteristics of customers with a high degree of satisfaction and loyalty.Method: We have used both secondary and primary data in the paper. We started with a review of relevant literature to seek knowledge in the field of customer satisfaction and customer loyalty. Thereafter we conducted a prestudy by interviewing three of Alfas employees, and finally we conducted a quantitative survey on Alfas customers. The results were analyzed and compared against current theory of customer satisfaction and customer loyaltyResults & conclusion: The results suggest that Alfa is successful in meeting customer expectations in service delivery, even if we can confirm differences in outcome between the three businessareas.

Today`s society requires that municipalities focus must be more on effectivity and quality. Because of this it is important for municipalities to look after the controlling systems. Many municipalities choose to adopt models that reflect the efficacy. The municipality of Vellinge has chosen to implement balanced scorecard in all their efficacies. We found it interesting when it was exposed that 70 % of all implementations of balanced scorecard fails.

Yesterdays common fertilizing strategy was to apply phosphor (P) and potassium (K) in thefall a few times in the crop rotation. In the spring only nitrogen (N) was applied. Recent trialsand studies has shown that this strategy, N+P/PK, is ineffective compared with the systemwhere NPK is spread every year in the spring. The strategy with annual NPK-fertilizer in thespring has proven to be better for the crop, the environment and the farmers economy.In the NPK-system the crop responds with higher yields and better quality, especially in thespring cereals. This is mainly because of an interaction between the different nutrients in thefertilizer.

Bakgrund och problem: Med den ökande efterfrågan på vård men med begränsade möjligheter att utöka sjukvårdens resurser finns ett stort behov av förbättringskunskap inom vården. Det är allt vanligare att sjukvården hämtar inspiration till förbättringsarbete från industrin i syfte att öka effektiviteten och hålla en hög kvalitet.Syfte: Studiens syfte är att beskriva och analysera hur intensivvårdsavdelningen (IVA) på Danderyds sjukhus arbetar med löpande förbättringsarbete samt att baserat på analysen ge rekommendationer om hur detta arbete kan utvecklas. Ett bisyfte är att inom ramen för IVA:s förbättringsarbete undersöka det stöd från kvalitet- och verksamhetsutvecklingsfunktionen på Danderyds sjukhus som IVA kan nyttja och att ge förslag på hur detta stöd kan utvecklas.Metod: Denna kvalitativa fallstudie genomfördes på intensivvårdsavdelningen (IVA) vid Danderyds sjukhus. Datainsamlingsmetoderna som användes är semi-strukturerade intervjuer, dokumentstudier och observation. Analysen skedde genom mönsterjämförelse.Resultat: Det främsta förbättringsarbetet som genomfördes på IVA var genom förbättringsteam med ansvar över att utveckla vissa områden inom vården.

The changes in the Swedish meat- and meat processing industry have been substantial in recent years. These changes will alter the business environment for many companies. In order to be prepared to face new threats and new opportunities, companies should be actively working on these issues. Risk awareness and by developing of risk management strategies companies can act quickly and effectively when the conditions changes. The objective of this study is to analyse whether and why companies in the Swedish meat- and meat processing industry use various forms of risk management strategies.

The aim of this Master?s thesis is to examine how librarians in a Swedish public library view and discuss mediation of fiction. The questions posed in this study are: How do the librarians want to work with mediation of fiction? What type of literature should be provided according to them? How do they express that they relate and should relate to their users? The theoretical starting-points are three categories extracted from Jofrid Karner Smidt?s doctor?s dissertation Mellom elite og publikum: the approach to users, strategies for mediation, and ideals for mediation. The empirical material was gathered through focus group interviews with librarians in a public library.

Higher demands of competitiveness and efficiency have led to increasing sizes of farms, with more land, more capital and more comprehensive logistics. The aim is to gain benefits of scale economies that reduce the production cost per unit. However, a greater extent of the business exposes the farm of increased risk where small deviations rapidly can erase the benefits. A modern dairy farm thus put high demands on the farmer?s ability to coordinate, plan and manage the forage production through the whole process until storage to obtain silage of the desired quality and quantity at the right price. The objective of this study was to design a simple model, i.e.

Audit is a common concept in Sweden. This occurs in many contexts and situations and may intend a wide spectrum of areas. It might consider environment audit, amateur audit, internal auditing, external audit etc. In the business community external audit and the associated external auditor is possibly, from the general public's side, the most recognized. The external audits purposes in big features are checking limited companies economic accounting along with the board and CEO: s management.

The purpose of this master?s thesis is to study attitudes and standpoints among a few librarians towards literature with state supported distribution provided by the Swedish Arts Council. By qualitative interviews with librarians at five different public libraries, the thesis examines which attitudes that flourish concerning the titles, how the circular of books is treated, where the titles belong on the literature map and if the system is producing a standardisation of this literature and if the conception of quality is relevant. We also study how the librarians relate to intentions of the Swedish Art Council with the distributed titles and how they regard their availability. Our theoretical framework is based on Hans Hertel?s model of five literary circulations and Theodor W.

Arvika Smide is a supplier to the automotive industry with a focus on advanced drop forgings including powertrain and bearings. The great experience and high quality is Arvika Smide?s speciality. Today's competition in the industries puts high demands on the efficiency where each company has a quest for perfection.Arvika Smide has been through the thesis of Karlstad University, called for a situation analysis of aftertreatment whose effectiveness has not been fully desirable. The department includes the production steps blasting, quality control and packaging.The thesis contains the results from the situation analysis and comparisons of the calculations for selected reference period Q4 2009th.

Syftet med studien var att jämföra skattad livskvalitet hos patienter med kranskärlssjukdom före och efter genomgången 12 månaders hjärtrehabilitering samt att jämföra skattad livskvalitet hos kvinnor och män. Urvalet bestod av 117 patienter (35 kvinnor och 82 män) som deltog i hjärtrehabiliteringen vid Hälsoinvest Högbo AB under åren 1996-2001. För skattning av livskvalitet användes formuläret QLQ-AP (Quality of Life Questionnaire - Angina Pectoris). QLQ-AP är ett sjukdomsspecifikt formulär och de 22 frågorna är indelade i fyra olika skalor: fysisk aktivitet, somatiska symtom, emotionellt och tillfredsställelse med livet. Huvudresultatet i studien visade att deltagarna (n=117) efter genomgången rehabilitering skattade en signifikant förbättrad livskvalitet för totalskalan samt för samtliga delskalor avseende QLQ-AP.

Benthic diatoms are used in Sweden for monitoring water quality in run-ning water; the method is also frequently used in other countries in Europe. One of the problems of the diatom method is the need for sedimentation of the fresh sample, to be able to decant the over standing water and add alco-hol as a preservations solution. To my knowledge, no results have been published about how long the settling time must be to ensure that the ben-thic diatoms really have settled down to avoid a loss of the diatoms when decanting the over standing water. The aim of my investigation was to improve the Swedish method where the benthic diatoms are used for water quality monitoring. I wanted to find out the appropriate time necessary to wait until all diatoms have settled down before decanting the over standing water. First, fresh benthic diatom samples were taken in the river Fyrisån and the lake Mälaren on different days. After arriving in the laboratory, I waited three different times (30 min, 60 and 180 min) for the diatoms to settle.

The aim of this study was to examine how the interviewed primary teachers in two schools situated in the Stockholm area understand themselves as teachers in relation to their image of the good teacher. The research questions were: How do the informants discuss their image of the good teacher? How do the informants describe their own role as a teacher?A qualitative method, by interviews made with four primary teachers, was used to collect data for the examination. The results from the interviews were analyzed and discussed from the theories and earlier research concerning the role of the teacher and what they describe as the good teacher. The theoretical connection of this study was based on the theories of Vygotsky, Piaget, Bruner, Dewey, Dreikurs, Kounin and Glasser concerning the relationship between the role of the teacher and learning.

Human capital is professional service firms' most valuable resource and its quality is closely linked to the quality of its services. The purpose of this study is to investigate how professional service firms appraise their employees. A comparative study between an architecture firm and a management consulting firm is conducted with the aim to identify and explain similarities and differences in performance appraisal. Two qualitative case studies are performed and interviews as well as documents are used to explore the area. The thesis builds on a critical perspective and it has an explorative approach.

Today`s society requires that municipalities focus must be more on effectivity and quality. Because of this it is important for municipalities to look after the controlling systems. Many municipalities choose to adopt models that reflect the efficacy. The municipality of Vellinge has chosen to implement balanced scorecard in all their efficacies. We found it interesting when it was exposed that 70 % of all implementations of balanced scorecard fails.