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.

This thesis work is the result of the company Prisjakt?s wish to develop and improve its current system of opinions for online stores. The challenge was to develop a similar system that competitors are using but better. The collection of information is based on purchases and are collected from Web-shops. The purchases can then be monitored in a control panel.

The last few years have been characterised by increasing online communication and the emergence of social media, made possible by Web 2.0. In society as well as in research, social media is used for knowledge produc- tion and networking. One example of this is Mendeley, a social reference management tool. With answers from users all over the world, this study investigates the use of Mendeley, if the respondents use other social media and if all of this affects scientific communication. The aim is also to study what the respondents think about the future of scientific communication and if this can be related to current tendencies.The theoretic framework for this study is based on Leah Lievrouws research on the Cycle of Scientific Communication and the relationship between the ?Little Science 2.0?-scenario and the ?Big Science Retrench- ment?-scenario.A qualitative web based survey was conducted (41 answers) and complemented with an interview with a professor in environmental sciences.

Ever since Internet revolutionized the world, e-stores and e-commerce has grown into becoming a natural part of consumer's everyday life. Much thanks to it's facilitative and time saving characteristics. Online, consumers are provided with a huge assortment and the opportunity to shop any time they like. Yet, the absolute greatness of e-stores is the possibility to push prices below the physical store price, which seems to be most appreciated to a large extent by consumers worldwide. The fact that e-store sales in Sweden grew 14% last year verifies this.As more players step into the virtual world of e-commerce the competition gets tougher.

This paper explores the emic use of ?Internet trolls" and trolling behaviour in one specific Internet community. The findings are compared with, and put in relations to the conventional definition of Internet-trolls as individuals who deliberately, typically anonymously, antagonize other users of online common spaces.A forum dealing with matters of relationship issues in the Swedish online community Message Board of Familjeliv.se, was the subject of field-work that provided the basic empirical material for the research; three comparable threads on the subject of infidelity. These could all be said to contain suspected trolling, and such suspicions were also ascribed participants throughout the discussions. The analysis was undertaken mainly in terms of quality of narrative, performance and interaction.A comparative method and a genre analysis out of a holistic and functionalistic perspective is used to shed some light on how forum participants organize themselves and steer narratives towards desired outcomes.

AbstractTitle: Similar but different ? Sweden Democrats and Swedish Social Democratic Party in Swedish newspapers online during 2010 (Lika men olika ? Sverigedemokraterna och Socialdemokraterna i svensk rikspress på nätet 2010).Number of pages: 35 (40 including enclosures)Author: Magnus MjöhagenTutor: Amelie HössjerCourse: Media and Communication studies CPeriod: Autumn 2010University: Division of Media and Communication, Department of Information and Media, Uppsala UniversityPurpose/aim: To discover any possible difference between the media report concerning The Sweden Democrats and the Swedish Social Democratic Party in Swedish news press.Material/method: A quantitative content analysis has been made with 64 articles from the homepages of the four biggest news papers in Sweden: Aftonbladet.se, Expressen.se, DN.se (Dagens Nyheter) and SvD.se (Svenska Dagbladet). The analysis focused on four themes: 1) framing in the articles, 2) impersonation in the articles, 3) the democratic task of journalism and 4) the expectations of journalism in an election campaign.Main results: The main results showed that the difference between the two parties either was nonexistent or very small. The articles were sometimes framed in specific ways, but a big amount of the articles were not framed. Impersonation occurred in about half of the cases, concerning both parties.

Vid kemisk massatillverkning finns behov av mättekniker som möjliggör ytterligare optimering av processen. Möjligheten att analysera svartlut med hjälp av aktiv akustisk spektrometri utreddes genom att ett online instrument konstruerdes och installerdes på ett pappersbruk. Analyser med multivariata metoder utfördes på resultaten. På grund av yttre omständigheter försenades arbetet, och ett tillräckligt dataunderlag för en definitiv slutsats erhölls ej. En rad vidare arbeten föreslås..

A change is gradually taking place in the media industry. Traditional communication channels are being replaced by new, electronic, ones (Johnson, 2003). Segmented marketing is gaining popularity, as the mass-marketing model is becoming more or less obsolete (Kotler et al. 2001). At the same time, the consumers? attention span is more divided than ever (Neff, 2004).

I dagens samhälle handlar det om att vara så effektiv som möjligt för att vinna tid. Som Benjamin Franklin en gång sa att ?Tid är pengar?, är något som vi människor allt mer tagit fasta på då vi ställer höga krav på utvecklingen och dess teniska förmågor. Idag har de flesta människor tillgång till en dator med internetuppkoppling som vi dagligen utför sysslor vid. Det kan vara allt ifrån jobbrelaterade aktiviteter, hålla kontakten med nära och kära, söka information om vad som händer i världen och i vår omgivning, till mer nöjesinriktade delar såsom online spel och shopping.

This thesis examines how online fashion retailers utilize blogs and other social media in their marketing process. The study is focused on internet retailer Nelly and how they make use of fashion blogger Kenza in their marketing. Drawing on Kawamura?s fashion-ology theory, the study emphasizes the new role of the fashion bloggers in the fashion system, and illustrates their consumption power vis-a-vis the retailers, the consumers, each other and the whole industry as such.    .

Konsumentmarknaden har på senare år fullkomligen exploderat av nya produkter och företag, vilket gör att erbjudanden och kommunikation praktiskt taget regnar över kunderna. Detta har medfört att lojalitet har blivit ett allt viktigare begrepp för företag. Genom att företag lyckas behålla sina befintliga kunder, kan företaget öka sin egen lönsamhet, då det är betydligt dyrare att attrahera nya kunder. Litteraturen menar att ett lojalitetsprogram som är anpassat efter kunden är nyckeln till att behålla de mest lönsamma kunderna. Lojalitetsprogrammet möjliggör för företag att kommunicera med kunderna på en mer personlig nivå, vilket gör att kunderna känner sig mer speciella och viktiga för företaget.

Every year 67000 tons of food is wasted by Swedish retail stores. The waste implies financial losses for the retailer and it has a huge impact on the global environment. Reducing in-store food waste is thus a win-win situation for both retailers and society. The most effective way to reduce waste is primarily by optimizing the logistics of supply, but customers expect a store with a wide range of products and stuffed shelves. Thus there will always be products about to expire.

The purpose of this thesis was to illuminate how festivals are building their brand. We aimed to investigate how festivals build their brand equity and how they use their web site as a brand-building tool. In order to understand the brand-building process within festivals, a case study was conducted based on interviews with three respondents from three different festivals. The study has shown that festivals are aware that the brand constitutes an important competitive advantage. They use both online and offline marketing tools in their brand building process.

SammanfattningTitel: Hur pa?verkar Gerillamarknadsfo?ring Generation Y? A?mne/Kurs:  Fo?retagsekonomi - KandidatuppsatsHandledare:  Lars HaglundNyckelord: Marknadsfo?ring, Gerillamarknadsfo?ring, Generation Y, Annonsering, Word-of-mouth, Buzz- marknadsfo?ring, varuma?rkesattityd, varuma?rkesengagemang, engagemang online, kommunikation.Bakgrund: Marknadsfo?ring handlar om att skapa och utveckla lo?nsamma kundrelationer. I dagens samha?lle sa? sker marknadsfo?ring runtom omkring oss hela tiden. Pa? grund av detta har Generation Y utvecklat strategier som automatiskt sorterar bort o?verflo?dig och ono?dig information.

Pica is a behavior that can be seen in several animal groups. In cats, it means that they are eating, chewing or licking on material that is non-food. In this study the data was collected through an online survey. In total 522 responses, of which 26% of the cats were exhibiting pica. It was found that 28% of the housecats and 26% of purebred cats exhibited pica.