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.

The purpose of this study is to examine what creates motivation in the workplace of a small company with a high employee satisfaction index. The case study consists of qualitative interviews that help explain what the most important motivational factors are for the experienced IT consultants in a company that was founded by a circle of friends. The study concludes that the unique and equal pay model implicates an economic risk to the individual consultant but results in liberties, synergies and benefits. These appeal more than either self-employment or work at a larger IT consultancy that several consultants have backgrounds in. An expansion is ongoing since two years back, which threatened the culture but implicated opportunities for the individual consultants.

The purpose of this study was to illuminate dentists? work with guarantees. A case study was performed by personal interviews with dentists from both private and public sector. The result showed how dentists work with guarantees and how they motivate their guarantee obligations. We found that service guarantees? shaping and application should be simple and obvious.

The aim of this report is to create an easily accessible guide to basic hygiene, cleaning and disinfection within the small animal practice. It is based on a literature study, using mainly research from the public health sector, due to the lack of relevant scientific reports within the veterinary field. To prevent the spread of infectious diseases it is important that the staff understands the importance of basic hygiene. Hand hygiene and disinfection and cleaning with water and detergent combined are the most important routines to prevent spreading of disease. In conclusion the differences between the veterinary and the public health sector are small, but some basic differences exist due to the nature of the patient?s needs.

The past and ongoing structural change in Swedish agriculture has led to an increasing number of large-scale farms. The biological factors associated with large-scale farming operations may cause increasing variability, risk and reduced yields due to sub-optimal timing and management of field operations. The theory of economies of scale suggests that largescale production may benefit from lower costs due to scale efficiencies. Thus, large-scale farms may face cost reductions in terms of long term inputs factors, e.g. agricultural machinery.

Problem: How is Lean, a production-focused model being applied to non-productive focused industries.Purpose: To examine how Lean has been applied to the department of Turbuhaler-Kvalitetskontroll and which parts have been successfully applied.Problem statement: How does the implementation of Lean?s basic concept, which originated in the car industry, differentiate itself from the implementation of Lean in the pharmaceutical industry, in this case the department of Turbuhaler-Kvalitetskontroll at AstraZeneca.Conclusions: The department has had success in its implementation of lean. They have developed and modified the basic concept in order to apply it and excluded the parts they did not consider necessary. Through their work they have accomplished numerous improvements in, among other things, the reduction of lead time. .

A bioslurry reactor was built for the bioremediation of TNT contaminated waste from the demilitarization industry. The field test was conducted at Vingåkersverken in Vingåker, Sweden, to see if results from laboratory studies could be repeated in a full scale reactor. The goal of the project was to optimize the reactor to such a degree that it could be used to handle the waste produced at Vingåkersverken and also that this technique could be applied for remediation of contaminated soils. Unfortunately the samples taken during the full scale field test were destroyed by the shipping company and no analysis was possible. A later attempt by the Biorex research group has also been unsuccessful to reduce the amount of TNT using the bioreactor.

Dementia is a concept that describes different conditions when memory and cognitive abilities degenerate. Approximately 140 000 persons in Sweden suffers from some kind of dementia. Many are stricken with behavioral and psychological symptoms of dementia, BPSD. The aim of this study was to illuminate nursing staff?s experiences of caring for persons suffering from dementia and BPSD within municipal and institutional care.

This thesis focuses on the motives and incitements for voluntary work. The main question for this thesis is why people get involved in voluntary work. What are the motives and incitements for voluntary commitment and what do people gain from this kind of commitment? The thesis is based upon qualitative research methods at Frivilligcentralen in Norrköping. The theoretical perspectives are a community commitment, satisfaction of being part of a meaningful context, altruistic and self-interest and an increased pace of social changes.

The purpose of this thesis was to illustrate the use of internal marketing in the hotel industry. It was decided to conduct a case study on two hotels in the same region, Quality Hotell Statt and Pite Havsbad. The case study is based on personal interviews with the managers of each hotel, who have the ultimate responsibility of the internal marketing work. The research questions were based on why the hotel industry work with internal marketing and how the hotel industry work with internal marketing. The study showed that the hotel industry work with internal marketing on daily basis to get low employee turnover rates, increased employee job satisfaction and high quality services.

Abstract This study is an evaluation of a development project, seeking to work for entrepreneurial learning, starting from John Hattie's findings on the significant factors for visible learning. The study is based on action research a method together with a questionnaire, focused interviews and observation, by the issue of How do students perceive entrepreneurial learning? The results show that the methodology contributes to a more active learning and greater work satisfaction among students. The results also reinforce the thesis of the formative assessment and the importance of reflection for increased metacognition. The work identifies the project's educational shortcomings and strengths, and lays the foundation for further development towards full implementation of entrepreneurial learning in a secondary activity that works to prepare students with special needs for the labor market..

This analysis is about the fourth basic competence and how you can define it, what it includes and if it is possible to find it in the new curriculum for the Swedish high school; Gymnasiereformen -07. The analysis was focused on the following subjects; Mathematics, Social science and Swedish. The aim with this analysis has been to create a summary in the field of information literacy and to define the fourth basic competence. The analysis were focused on and delimited by the following conceptions; information literacy, digital competence and the information search process. The sources of information has primarily been taken from the field of information literacy and statements from professionals in the fields of information literacy and education.

Syftet med studien var att studera sambandet mellan arbetsmotivation och arbetsengagemang samt hur skilda yrkestillhörigheter påverkar utfallet. Studien genomfördes på ett företag i byggbranschen med sammanlagt 72 anställda varav 54 deltog i undersökningen och fokus låg på inre motivation, arbetsengagemang samt branschens två huvudsakliga yrkeskategorier; tjänstemän och yrkesarbetare. Inre motivation har mätts med enkäten Work Extrinsic and Intrinsic Motivation Scale (WEIMS) som grundar sig på Self-Determination Theory. Arbetsengagemang mättes med hjälp av en förkortad version av enkäten Utrecht Work Engagement Scale (UWES). Resultatet visade att inre motivation var positivt relaterat tillarbetsengagemang och tjänstemän visade genomgående högre grad av inre motivation och arbetsengagemang i jämförelse med yrkesarbetare.

This Master´s thesis aims to aquire knowledge about volunteers attitude toward work. It emphasis is on the differences between volunteers and non volunteers. There are four research questions used in order to fulfill the aim in a scientific manner. The essay aims to get in depth knowledge regarding whether or not the respondents feel that they have gained advantages in work life due to the fact that they are involved in volunteer work. One of the pivotal questions is if there is a possibility to see a pattern that binds together the reasons for volunteer work and the attitude toward work.

This paper is based on a literature review and interviews made with managers in small-scale nurseries for pot plant production. The review helped to identify the worst occupational hazards in pot plant production. The interviews provided a way to investigate how the nurseries act so as to avoid the worst hazards and what they do to even out work intensive periods during the season in order to get a more even distribution of work over the year. According to available statistics problems with back and shoulders are the most common of the physical disorders and the risk for occupational accidents are high for greenhouse workers. Most of the occupational injuries are connected to musculoskeletal problems. The handling of material is often manual and involves frequent lifting and carrying of heavy loads, the strenuous work postures and static muscular tensions these repetitive tasks are associated with causes straining and overloading.