Banks find themselves at a highly competitive market where it is important to achieve high customer satisfaction if they want to attract customers and stay competitive. Some studies suggest that the gap between customer expectations and perception within the five quality dimensions influences the customer satisfaction. With SERVQUAL the authors of this thesis have investigated the suggested relationship and have discovered no indications of a relationship between the gap and customer satisfaction. Instead the results indicate that there is a relationship between perceived service and customer satisfaction. The thesis also indicates that the most important quality dimension for the bank customer is reliability.

The theory of ?security communities? is generally understood as ?dependable expectations of peaceful change? between groups and whether or not the African Union can be said to meet that criteria has been contested in the research community. One of the central disagreements lie in the nature of the region?s conflicts, of which a majority are intrastate but with tendencies of transnational involvement. This paper seeks to understand how extensive this involvement is and how it affects the possibility of classifying the African Union as a security community.

The aim of this study was to examine if biological early maturing girls and girls that percieved that boys treated them as older than they actually where drank more alcohol, were more delinquent, had more romantic relationships and sexual intercourse. Our data was collected from seven schools in Sweden. Significant relationships where found between early maturation and all four dependent variables. Significant relationships could also bee seen between how girls perceived that boys treated them and alcohol use, romantic relationships and sexual intercourse. For two of our dependent measures we found week interaction effects, for girls biological maturation and there perception of how boys treated them according to there age.

This study highlights the stereotypical depictions of journalists in film using a narrative analysis of four major Hollywood productions, starting with All the President?s Men from 1976 through The Girl with the Dragon Tattoo from 2011. Its purpose is to highlight traits given to journalists in the movies and re-occuring themes in the portrayal of the media and the journalistic occupation. Differences and commonalities between the films are concluded in a discussion of ethics, personalities and the media?s self image.

The Sweden democrats are a political party that has had a time of success duringthe last year. However many people believe them to be a racist party, in contrastto how they view themselves and their political message. How is it possible thatthe views of the same party differ to this extent, it seems to be a large ambiguityin their message. Rhetoric is a tool that everybody uses in some way or anotherand can be crucial to how a political party is perceived by people. Can thereforethe use of rhetoric be a factor that has contributed to the different perception of theparty and if so, in which way?With the help of theories such as semiotics, classical rhetoric and antiestablishmentstrategy, different texts, such as motions, and pictures published bythe Sweden democrats can be analyzed to find ways they use rhetoric.In the analysis it was obvious that they used rhetoric, even though therhetorical quality differed between the leading persons in the party and the peoplewho represented the Sweden democrats in the local government.

This thesis project explores technologies that enable people to experience the world through animals' senses in order to spark interest in and awareness about the marine environment and its inhabitants. The project is carried out as part of a planned ocean themed science center. The purpose is to explore how a greater understanding of the marine environment can be achieved using interactive technologies. The thesis is based on a theoretical framework consisting of academic works on experience, learning in a museum context and sensory perception. Our proposed designs are a series of, primarily, wearable devices that translate sensory experiences and principles from the marine world to humans.

The purpose of this thesis was to examine café owners perception of customers expectations and what they think the interior means to the service quality. It also aims to examine how café owners use the interior to create service quality. In order to examine this, a case study was conducted based on interviews with two café owners. The study showed that the café owners take the customers expectations into consideration. It showed that they think the expectations were affected by which purpose the customer had with their visit.

The purpose of this paper is to examine the attitudes and willingness towards climate compensation in air travel. The study discuss if people feel a personal responsibility about the environment. Earlier research shows that tourists are positive towards climate compensation, but in reality very few use this service. The main question is: Which are the reasons for travellers not to use climate compensation? The used methodology is qualitative and based on ten interviews with people who have travelled by air one or several times since January 2007, when the service was first established.

Svenska försvarsmakten utvecklar sedan en tid ett datoriserat ledningstödssystem (FUM SLB) som skall stödja ledning vid markstrid. Problem har uppstått med de i systemet ingående symbolerna vad gäller synlighet mot bakomvarande kartgränssnitt.Syftet med föreliggande arbete har varit att undersöka om symboler med tilläggseffekter såsom skuggverkan och transparent ifyllnad ökar i synlighet jämfört med symboler utan tilläggseffekter. Synlighet definieras i rapporten som urskiljningsbarhet av symbolerna mot bakomvarande kartgränssnitt och urskiljningsbarhet av detaljer i symbolerna.Såväl kvantitativa undersökningar som kvalitativa har genomförts. I de kvantitativa undersökningarna kan inte ökad synlighet fastställas på grund av varierande resultat. För de kvalitativa undersökningarna har symbolen med skuggverkan upplevts öka i synlighet jämfört med symbolen utan tilläggseffekter..

This is a study of an experimental project called ?Eget företagande ? egen försörjning?. The aim of this thesis is to explore if the course self-employment in Swedish for immigrants will become a permanent activity. The study is based on interviews with participants from the projects management team and the interviews has been analysed with methodological inspiration from Jonas Söderlunds project competence model. The focus lies in the participant?s perception of the project work and their thoughts about the permanent activity of self-employment in the future.

The purpose of this paper is to present a possible understanding of why the company Tekola is segregated according to sex. In accordance to this purpose, an understanding of how the segregation affects the employees in relation to power, values and possibilities is discussed. The theoretical understanding is that the organization of men and women within Tekola is done in close connection to creation of the meaning of gender in Tekola. This, in turn, affects and is affected by the recruitment to and within the company. Through the study of statistics from a survey, five interviews with employees and former employees and Tekolas? equality plan, we are able to see the possible existence of a glass ceiling, and a culture of homosociality, which affects the possibilities of women to enter the company and also to gain full entrance to power-positions in a negative way.

The purpose of this paper is to present a possible understanding of why the company Tekola is segregated according to sex. In accordance to this purpose, an understanding of how the segregation affects the employees in relation to power, values and possibilities is discussed. The theoretical understanding is that the organization of men and women within Tekola is done in close connection to creation of the meaning of gender in Tekola. This, in turn, affects and is affected by the recruitment to and within the company. Through the study of statistics from a survey, five interviews with employees and former employees and Tekolas? equality plan, we are able to see the possible existence of a glass ceiling, and a culture of homosociality, which affects the possibilities of women to enter the company and also to gain full entrance to power-positions in a negative way.

This paper attempts to replicate a study from 2009 about users reading habits and the future of e?books. Due to the increased use of smartphones and tablets since 2009, there is a reason to reasearch if the perception and use of e?books has changed. The methods used is qualitative interviews complemented with an online questionnaire.

In my degree project, I explore the importance of distance and how our perception of distance is affected by our experiences.During my investigatory work I studied the relation between distance and experiences. Among other things I concluded that distance can refer to several different kinds of distances (for example spatial, temporal or social distances) and that experiences are what you?ve learnt of these distances. The importance of distance can be illustrated by highlighting the effects of the distance, i.e. experiences.My degree project resulted in a pair of interactive binoculars which are used for looking at an virtual world of illustrations in 360°; a world of illustrations where distance and the importance of distance is shown..

Our time is characterized by the development of new technologies that facilitate communication between people. The need for Video Mediated Communication (VMC) is increasing because people move to other locations due to migration and global mobility. VMC provides the opportunity for millions of people around the world to ?hang out? and see each other despite the distance in between. The world is "shrinking" because of the Internet and our perception of distance is changing.VMC is becoming increasingly available, in the form of applications like Skype and MSN for mobile phones and computers, and in addition, it?s practically free.The purpose of this thesis is to render a picture of the way in which people use Skype in the private sphere.