Abstract ? ?Aggregate complaints in banks MIS?Date:                       June 8th 2012Level:                      Master thesis in Business Administration, 15 ECTSInstitution:                School of Sustainable development of society and technology, Mälardalen UniversityAuthors:                  Abdulla Ahmed Ibrahim         Alexis AnderssonTitle:                       Aggregate complaints in MIS ? A case study of Nordea BankTutor:                      Carl G ThunmanKeywords:               Aggregate, complaint, dissatisfaction, content analysis, Nordea, MIS.Purpose:                  The paper aims to develop a model of how Nordea Bank can monitor customer dissatisfaction through aggregated dissatisfaction analysis. Furthermore, the study aims to identify improvement proposals in Nordea based on the developed model and conducted interviews.Method:                  This thesis consists of qualitative interviews. Personnel at the local office in Västerås has been interviewed as well as Nordea?s customer ombudsmen, former office employee at Nordea, data analyst, head of customer inquiries, Professor of database technology and also a researcher in language technology.

I modern tid är den så kallade transaktionsmarknadsföringen det paradigm som till största del präglat marknadsföringen. Utvecklingen och globaliseringen har bidragit till att marknaden blivit mer transparant, kunderna ställer högre krav och det räcker inte längre med att endast erbjuda en produkt/tjänst. Företagen måste för att kunna konkurrera, bygga relationer och erbjuda bästa möjliga service, sätta kunden i fokus. Ett sätt för att lyckas är enligt forskningen att implementera Customer Relationship Management (CRM) i organisationen, något som visat sig vara problematiskt och svårt. Ett av problemen är att CRM ofta likställs med teknologi och därför utelämnas flera viktiga delar i implementeringsprocessen.

Denna studie handlar om ungdomars fysiska självkänsla och baserar sig på en grupp ungdomar med åldrarna 16-18 år. Syftet är att ta reda på om den fysiska självkänslan skiljer sig ur ett genusperspektiv, om det finns en signifikant skillnad. För att undersöka ungdomarnas fysiska självkänsla används en bearbetad enkät av Raustorp (2006) som kallas Sådan är jag! (Bilaga 2). Den ursprungliga enkätens namn är Children and Youth-Physical Self-Perception Profile (CY-PSPP) som utvecklats av Fox och Corbins Physical Self-perception Profile. Enkäten delades ut till 100 elever på ett praktiskt gymnasium i Skåne.

Det du håller i dina händer är en kvalitativ studie över gymnasieelevers definition av begreppet ?en bra lärare?. Undersökningen, vars syfte är att ge en inblick i elevernas perspektiv på fenomenet och därmed öka kunskapen för verksamma lärare, bygger på 6 respondenters redogörelser av sin syn på ämnet. Respondenternas delgivelser har efter insamlandet analyserats med hjälp av IPA-metoden (Interpretative Phenomenological Analysis), analyserats, tematiserats och slutligen syntetiserats i den text som utgör resultatet.Anledningen till ämnesvalet och dess inriktning bottnar i såväl ett eget intresse av att utreda saken närmare som att jag i mina efterforskningar inte har funnit någon forskning på området som tar upp just elevernas perspektiv.Resultatet slår för det första fast att lärares framtoning har en stor påverkan på elevernas studiemotivation (drivkraft) och ambition (målmedvetenhet). Vidare visar det på ett antal, enligt respondenterna, särskilt betydande drag hos en lärare, varav de flesta i varierande grad inverkar på elevernas attityd till och strävan i skolan och sina studier.

This essay examines the poetry of the Swedish writer Ivar Conradson (1885-1968). Itanalyzes his work in the context of the European literary scene of the late 19th century, inparticular symbolism and impressionism. Conradson has been considered a symbolist and amysticist by critics and scholars, who claim that his poetry expresses a strong religious ethos,influenced by biblical rhetoric as regards style.While this study does not refute the common view of Conradson, it argues that his earlyworks differ from his later works, where indeed religious and mystical themes can be found.This difference can thus be seen both on stylistic and thematic levels. Using the structuralistmethod of Roman Jakobson and Jurij Lotman, and a phenomenological analysis based on thephilosophy of Maurice Merleau-Ponty and Hannah Arendt, this study examines bothsymbolist and impressionist stylistic devices and themes in Conradson?s literary debutSkyarne (1906).

Effektiv kundsupport har blivit allt viktigare och studier visar på att de kunder som lämnar företag gör det till följd av dålig service. Anledningen till att uppsatsgruppen valt Customer Relationship Management (CRM) som ämnesområde är på grund av egna erfarenheter och upplevelser av dålig och opersonlig kundsupport. På grund av detta finner uppsatsgruppen att det är intressant att undersöka hur företag hanterar kundsupport och hur informationsteknik (IT) kan stödja denna verksamhet. Uppsatsen är skriven ur ett deduktivt angreppssätt som kännetecknas av att empirisk data testas mot befintlig teori. Det empiriska materialet samlades in genom att intervjua fem företag som bedriver support med stöd av IT.

This thesis was performed at Scania?s purchasing department of non-automotive products inSödertälje, Sweden during spring 2007. The management of the purchasing department ofnon-automotive products believe that their internal customers might not have fullunderstanding of what the purchasing department does. This is a problem because the internalcustomers might not use the contracts negotiated by the purchasing department or they mightnot involve the purchasing department when making purchases.The purpose of this thesis is to examine if and how the internal customers? perception deviatesfrom the purchasing department?s perception regarding the task of the purchasing department.And also to create a communication package with the purpose of increasing the internalcustomers understanding of what the purchasing department does.

Background.Telephone advice increases the accessibility to health care and the streamlined work at primary health care centres. The goal of telephone advice nursing is to give the caller a correct advice, adapted to the caller?s situation, in order to reach correct care level. However, registered nurse?s telephone advice includes risks for misjudgement.

Aktörer inom fastighetsbranschen har visat stort intresse att möta den nya Generation Y och söka kunskap inom marknadsföring mot dessa. Aktörerna efterfrågar kunskap för att bygga långsiktiga kundrelationer, där bostadsbristen inte är lika utbredd som i storstäderna. Syftet med denna studie är att analysera om engagemang, förtroende och lojalitet är avgörande faktorer vid skapandet av långsiktiga kundrelationer med Generation Y. Vidare presenteras teori angående vad som ligger till grund för långsiktiga kundrelationer. 103 respondenter har medverkat i en internetbaserad enkätundersökning där svaren har analyserats i det statistiska analysverktyget SPSS. Följande analyser har genomförts: korrelationsanalys, faktoranalys, regressionsanalys samt klusteranalys.

Traditions are something that is very important to many people, Christmas is usually no exception. Christmas tree, Christmas ham, herring and candle lights are just as important as the advent candlestick. The advent candlestick help you get the Christmas feeling during the countdown. In this report the work with a new advent candlestick concept can be followed step by step.A lot of information was needed in the beginning. By doing some research, surveys and interviews the ground was established for further work.

The aim of this thesis is to investigate the critique Richard Shusterman is raising towards Maurice Merleau-Pontys view on consciousness of bodily sensations and habit. Richard Shusterman critique towards Merleau-Ponty is found to have no other basis than Shusterman own subjective view on what the task of philosophy is..

Aim The purpose of this research is to study the need and the importance of marks in secondary school. The reason is to find out the students' perception of how they are motivated. Furthermore, how students experience the assessment and grading in physical education.What attitudes do students have towards the mark in the subject physical education in 6th and 9th grade, also how does SOC affect their attitudes towards marks?What kind of motivational significance do marks in physical education have in 6th and 9th grade based on their SOC?How do the students experience the assessment in grading in 6th and 9th grade based on their SOC?Method The data was collected with a quantitative approach. The sample consisted of four classes from 6th grade and five classes from 9th grade; all from two different schools in the county of Stockholm.

The purpose of this essay is to do a narratological analysis of Utvandrarna by Vilhelm Moberg to see how the form affects the theme of freedom and liberation. I used narratology as the method of analysis and my questions for the text regards the significance of the narrator, the use of focalization, the powers, helpers and opponents, the locations and spaces, and how these aspects affect the theme. In my analysis of the novel I found that the narration took place in three levels. This gave the story different perspectives of the theme; an outer perspective, a semi-distant perspective and a more personal perspective. The focalization of the main characters creates sympathies, and the focalization of non-main characters gives the reader an outer perspective on the characters.

Noise in schools can have negative effect on the teaching environment and speech perception. The national Child Environmental Health Surveys (BMHE) conducted in 2003 and 2011 studied how 12-year olds experience their sound environment in school. Results showed that the number of pupils that experience annoyance from noise increased from 2003 to 2011.Aim: The aim of this study was to study how 12-year olds perceive their sound environment in school.Methodology and material: A quantitative questionnaire survey was conducted in the sixth grade at two schools. The questionnaire used included questions from BMHE and self-produced questions. Sixtynine students answered the questionnaire.Results: Over 50 % of the respondents experience annoyance from noise in school several times a week.

Title: Nordea Life and Pension during financial crisis Subject: Business administration, Candidate thesis 15 p. Authors: Seyithan Öngörur och Adnan Yari Instructor: Peter Lindberg Date: 2010-01-13 Key words: Nordea, the financial crisis, advice, marketing, customer relationship Purpose: The purpose of the study is to provide an understanding of how the financial crisis has affected Nordea Life and Pensions market growth based on market share. We also want to give an understanding of what factors may be responsible for the outcome that it may be helpful in future financial crises. Method: A qualitative study was the basis for the study, where three interviews were carried out by the respondents from Nordea Life and Pension.  Theory: In this section we have focused on relevant theory and has divided them into different themes, advice, current legislation, marketing, consumption and buying behavior. Conclusion: The study shows that Nordea Life and Pension had a positive growth during the financial crisis and a number of factors are presented that may be the basis for the outcome.Proposal for further research: Since this study was limited to one company it may be intresting to investigate and examine the consuling industry market as a whole affected by the financial crisis. Contributions: This paper has provided an understanding of how Nordea Life and Pensions affected during a financial crisis, based on market share and the factors that may have been the basis for this..