Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.

The purpose of this study has been to examine how customers, by interacting with each other, can communicate and create the image of a brand. We find this topic to be relevant since there are no previous studies conducted concerning the customers influence on the brand image. Our ambition has been to describe in what ways and to what extent the customer can affect and influence the brand image by communicating with other customers. To fulfill our purposed we have targeted three important questions which are:? In which ways can the customer affect the communicated image of a brand?? To what extent can the customer influence the brand image and the perceived value?? Who has control over the brand, the customer or the company?For this study we have used a qualitative approach in which we have conducted eight personal interviews with brand consultants and the editor of the magazine Dagens Media which has given us the foundation for our analysis.

Companies of today are facing a development where it is more significant to focus on existing customers since the approach constitute a more cost reducing way, compared to finding new customers. During the last decades the marketing has therefore moved towards a relationship based marketing. Companies emphasize creating long-term relationships with customers, instead of consider the sale as a non-recurrent phenomenon. To engender customer loyalty has been an essential objective in the creation of long-term relationships.In this essay the authors have chosen to do a study which enlighten how companies in the ready-made apparel business produce added value to their brand and through this generate customer loyalty. Through a case study we analyze how Filippa K, Tiger of Sweden and Gant do to maintain value in their brand, in both a business- and customer perspective.

Vi har gjort en kvalitativ undersökning av hur en bank på den svenska marknadenupprätthåller kundrelationer via en Internetbaserad distributionskanal. Vi har utfört en intervjumed Danske Banks Head of Channels Daniel Wahlström för att insamla primärdata för attundersöka och analysera vilka faktorer som är essentiella för att upprätthålla kundrelationervid en fysisk distansering från kund.Analys av primärdata har skett utifrån utvalda relevanta teorier och perspektiv som behandlarkundrelationer, tjänstekvalitet, kundlojalitet, kundupplevt värde, e-lojalitet samt CustomerRelationship Management.Resultatet av studien visar att banken har ett väl fungerande arbete med kundrelationer ochsitt CRM-system utifrån de teorier som studien har baserat sig på. Alltjämt försöker bankenanpassa sig efter distanseringen från det fysiska bankkontoret till en Internetbaserad kanal därtjänsten också har utvecklats jämsmed kund. Dock kvarstår en del emotionella utmaningar iarbetet med en personlig relation med kund i denna kanal..

I uppsatsen undersöks om läsarens upplevelse av en litterär text i lättläst version skiljer sig från upplevelsen av originalversionen. Där undersöks också vilka bearbetningar som gjorts i den lättlästa versionen samt kopplingar mellan bearbetningar som gjorts och skillnaderna i läsarens upplevelse mellan versionerna.Som utgångspunkt för undersökningen ligger tidigare forskning kring läsares upplevelser och tolkning av litterära texter. En av utgångspunkterna för undersökningen av de bearbetningar som gjorts i den lättlästa versionen var begreppet adaptation, vilket redogörs för i forskningsöversikten.Denna studie utgår från två undersökningar, en analytisk och en empirisk undersökning. Den analytiska undersökningen visar att omfattande textbearbetning av typerna strykning, tillägg, utbyte och omstrukturering gjorts i den lättlästa versionen. Som utgångspunkt för den empiriska undersökningen ligger frågor som berör både innehållsmässiga och språkliga aspekter och som syftar till att undersöka läsarens upplevelse av berättelsen.

This examination paper concerns how a organization can reach right quality. In this case the focus is on the communication of the soft product quality within an organization to achieve right quality. To fulfill the aim of this study a case company has been used to be able to show the absence in the topic. The questions of the study are: How have the customer?s needs been communicated within the organization? What absences are there today concerning the communication of the customer?s needs within the organization? How can the communication of the customer?s needs within the organization improve?The aim of this study is to describe and analyse how the transmitting of the customer?s needs concerning soft product quality is made today in the case company and to reach any improving suggestions.

Some theorist, like George Ritzer and Max Weber, claim that everything has its optimal process and that all companies therefore will strive towards standardization. Researchers like Paco Underhill and Pine & Gilmore on the other hand, claim that an increasingly global competition forces businesses to focus more on consumer demands, experiences and differentiation. This thesis challenges these statements with empirical data by looking at shopping malls and their strategies as well as consumer preferences. It arrives at the conclusion that output is primarily driven by customer demand, and that consumers value a certain part of predictability..

The goal of this project was to make the requirement process at the Swedish Coastguard more effective. The first step to achieve this was done by locating bottle necks in the process with value stream mapping method. The result of this study showed that the biggest restriction in the requirement process was while examining older requirement documents to understand what elements were suitable for the particular project. This was followed by a study of literature, interviews and theory of Lean Production with the ambition to investigate how the requirement process was handled on other companies and how to improve the process on the Swedish coast guard. This led to a number of potential enhancements of the process which later was evaluated.

Many companies have a specific dress code in the workplace. In some companies, the code is not very extensive, while other companies have uniform requirements. What is little understood however, is what effect different staff clothing might have on consumer response in terms of satisfaction, purchase intent, attitude, interest and so on. Some limited research has shown how different levels of congruence between individuals in their marketing, and the brand they are representing, can affect customers. To avoid any wrong focus in marketing it is key to understand the knowledge gap on the potential impact the personnel in the store have on its customers.

AbstractPurpose ? The purpose of this study is to investigate possible reasons for long lead-time in a customer driven production, and how the lead-time can be reduced. To fulfil the purpose the study has been broken down into two questions.1. Whichfactorsaffectthelead-timeinacustomer-drivenproduction?2.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

The globalization of today?s society has enabled consumers to acquire products and services from all over the world. Global organizations have the entire world as a playfield and offer products and services across markets. Regardless perception and transparency of the global market, consumers are still individuals. Consumers may have different perceptions and ideas about products, their functions and usage.

Networking is an important part, for organizations, in the recruitment process. This since the emergence of Internet networking has become more common and the organizations finds that networking is applied more frequently in the recruitment process. Organizations have noticed that networking often is a more cost efficient option compared to traditional recruitment. Since networking in the recruitment process has increased, we intend to investigate if and how it affects the composition of organizations. This thesis aims to examine networking in the recruiting process, and aims to make no differences between networking offline and online.

Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.

The aim of this final thesis is to make it easier for the customer of a new designed house to get a picture of what the house will look like inside before it has been built.A method, which can be applied by any construction company who likes to visualize there buildings, has been designed and tested. One works after a regular design planning which is transformed into a three dimensional model of the house. In a rendering program, materials and surfaces are chosen for the model and then a picture of the finished product is made. The programs used for this work are ADT 2006 and VIZ Render.To evaluate the use of this method I?ve chosen to cooperate with LB-Hus which is a housing company that is specialized in building detached houses.