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 aim of this study was to examine ways in which High School Students approach academic writing. Both discursive and critical-analytical levels in 21 PM-texts and 14 investigating literary essays were analyzed through a genre theoretical and sociocultural framework in order to widen the understanding of students? usage of explicit textual and interpersonal markers as well as their techniques of writing abstracts. The results showed that nearly 25 percent of the putative abstracts consisted of sampled and reshaped text sequences. The majority of these were on the other hand results of a creative process in which the students reshaped utterances from different sources.

Abstract In high voltage substations there is an increasing demand for computerized equipment, and automation of operation and supervision. The future primary equipment will provide the possibility to collect more information and to provide better control for improved effectiveness. Since ABB has got a large customer target, each product must be custom made to fulfil the customers (often from different countries) demands. Later these products will be configured by engineers who may not be familiar with the tools used at ABB. This is a very expensive and time consuming.

The purpose of this paper is to investigate if a dynamic investment strategy on the Swedish asset market can accomplish better returns then a static investment strategy. The dynamic investment strategy is created by incorporating business cycle predictors and firm-level variables to predict future stock returns. The predictive regression is calculated wih 60 months of observation (1999 01-2005 12) and is then used to estimate future returns for 23 months in the period 2004 01 -2005 11. The structure of the regression, with linear functions of ? and ?, goes back to Shanken (1990) and Avramov and Chordia (2005) has had success with the variables chosen.

Children?s utterances have been studied in different languages; however, only a few studies refer to Swedish. The aim of the present study is to describe utterance types, subordinate clauses and utterance length for a group of three and four year old Swedish children without known functional impairments.The study included 29 children, 17 girls and 12 boys, in a larger city in the south-east of Sweden. The children, all native Swedish speakers, were aged 3;0 to 4;11. Sound recordings were made during a playing session with one of the authors in the children?s day care centers.The utterances were divided into the categories elliptical responses, incomplete and partly unintelligible utterances, imitative utterances and independent utterances.

The main purpose of this master?s thesis is to examine how high school students evaluate the quality of the information available on the online encyclopedia Wikipedia. By doing quantitative research based on questionnaires we expected to find that the means for judging that students use in this situation are most frequently based on a text?s intrinsic qualities in the point of view of its content. It was also our presupposition that 18 and 19 year old high school graduates have received some education in information research and authoritative sources on the Internet.

This study has investigated how urban vegetation can be used in a multifunctional way to support ecosystem services in urban environments. Nacka municipality is in the start-up phase of building what is to become Nacka city. This provides a unique possibility to study and analyse what role the vegetation play in making the city a healthy living environment and how it needs to be adapted in order to be resilient against changing climate conditions and how the effects of those changes can be regulated. The study further investigates how airborne pollution, caused by urbanization processes, can be regulated or reduced by vegetation or species selection. Methods used in this study were a combination of qualitative interviews and literature studies, seeking to answer the questions: Which specific ecosystem functions are needed in the urban environment and which aspects will influence the ecosystems ability to deliver the functions in demand? And which plant species have the right mechanisms needed to deliver those functions? These questions have been studied and analysed in a local based context where the local conditions ands site specific needs of Nacka define criteria for plant selection.

The aimof this study is to contribute furthermore to understand the complexity of theprocess of learning to read and write in an inclusive environment. It focus on the syllableinstead of the phoneme as a unit in this process which is not the most common way ofdoing it. The report is based on a qualitative analysis of this task in pre-school and gradeone at a primary school in a small municipality.In the result, I have found, that the very structured working process and the diagnosticapproach helps the teachers to understand on what level pupils are at. The pupils whostart working this way in pre-school, feel safe knowing what is expecting from them andthey also learn from each other. All pupils in grade one have, before w 45 in autumnterm, very good letter knowledge and have learnt how to read words with two syllableswith a consonant-wovel-structure.

In a municipality in the county of Stockholm there is a preparatory class which accepts newly arrived children from other countries. In the preparatory class the education is focused on teaching students the Swedish language so that they eventually, after about 3-4 -terms, can be transferred to a "regular" class.For students with a different native language, it takes about 5-7 years longer to learn the knowledge-based language that is used in school (Gibbons 2009: foreword). This requires education in school to be linguistically developing.The purpose with this essay is to gain knowledge on how pedagogues can work in a linguistically developing manner with students who have Swedish as their second language. The comparison between education in a preparatory class and education in two regular classes at two different schools is also part of that purpose.What is the education considering linguistically developing work methods like in the preparatory class and the" regular" classes? Are there differences and similarities between the preparatory class and "regular" classes education when it comes to linguistically developing work methods? Which part of the education is adapted to a linguistically developing perspective that fits students with Swedish as a second language?Theories as the socio cultural theory, the proximal zone, and Jim Cummins model, concerning among other things language and knowledge development, is brought up and linked to the study of differences and similarities between schools.

This thesis contains an empirical study of exhaustivity in the Swedish National Union Catalogue LIBRIS. The purpose of the study is to examine if fewer numbers of indexing terms in general lead to lower exhaustivity. The study contains two parts, the first part examine the mean of indexing terms per monography in the selection, the second examines the grade of exhaustivity within three groups with a low, moderate or high number of indexing terms. The 55 randomly selected titles were graded on a scale that was created from the indexing theories of Wilfrid F. Lancaster.

The bicycle is an individual means of transport. Many people prefer to cycle over short distances and in congested areas rather than take travel by car or public transport. This is a study of the use of bicycle as an option for commuting to work. It is a comparison between three cities: Stockholm, Copenhagen and London. The comparison is focused on solutions that benefit commuter cyclist and performed by studying cycle policies and other related documents.

My purpose with this essay is to examine the relationship between esthetic learning processes and language development to find good practices in my work with multilingual children. In my report, I describe a few activities from my work as a preschool pedagogue in a multicultural area, with a large group of children where age and knowledge of Swedish varies. The background to this essay is the problems I experienced in my work with children´s language development in an organization that, in my opinion, is limited by economic factors. The questions I poses are about the way esthetic learning processes can help children develop their language skills as well as their participation in preschool activities. I also pose the question whether there is a connection between the musical ear and children´s development of language.

This study aims to investigate possible correlations between cognitive functions and self perceived psychological wellbeing, possible correlations between cognitive functions and degree of mindfulness and possible correlations between degree of mindfulness and self perceived psychological wellbeing. 18 patients diagnosed with ICD-10 taking part in a transdiagnostical cognitive behavioural group therapy participated in the study. The study measures relevant variables before and after a group therapy. Of the 18 patients participating, only 11 were able to be tested on both occasions due to time limit. The following tests are used: Rey Auditory Verbal Learning Test, Wechsler Adult Inventory Scale-III, Trail Making Test, Controlled Oral Word Association Test, Colour Word Test, Beck's Anxiety Inventory, Beck's Depression Inventory, Quality of Life Inventory and Kentucky Inventory of Mindfulness Skills.

Periods of hypoxia are a recurring issue in Brunnsviken. Main factors that trigger hypoxia in Brunnsviken are eutrophication  due to anthropogenic emission of nutrients, stratification in the water column due to salinity and temperature differences  that prevents mixing and a sill inlet that prevents water exchange. As an attempt to improve the oxygen levels, bottom water is pumped from Brunnsviken causing aerated surface water to flow back into the basin.  The objective of this Master?s thesis was to study the change in dissolved oxygen levels due to pumping.

AbstractThis study investigates the impact of storytelling for children's language development in preschool from a sociocultural perspective. The purpose is to find what narrative methods teachers use to promote children's language development. I also want to examine whether the children are involved in the storytelling. To get answers to my questions which include what methods teachers use, narrative meaning and function, and their children's participation, I have used qualitative interviews with four preschool teachers at four different preschools.The results of my survey show that teachers use a variety of methods at storytelling. The most common methods were reading, rhymes and daily storytelling while eating.