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.

After being excluded from the Swedish Social Democrat party in 1917, the Revolutionary Socialists founded the Social Democrat Left Party. From this point onwards, the Social Democratic hegemony and dominant position within the Swedish workers movement and political landscape was challenged. This thesis aims to investigate the power struggles between these two parties, the Revolutionary Socialists and the Social Democrats, and their desire to influence control of the unions. Taking cues from earlier research calling for a more localized look at this struggle, this thesis turns to a case study of union matters of the the Factory Workers Union Local 84, at Västerviks Tändsticksfabrik, a match manufacturer and largest employer in the Swedish coastal town of Västervik from 1925 to 1930. Organizational material including meeting protocols, annual reports and member registration lists from the local political parties, cooperative union organizations (VFS) and Local 84 serve as secondary data sources.

Many companies with expansion plans may eventually need to take a decision whether tomove parts of the organization abroad or not. One example is how Swedish companies? placesits production in Asia where labor is cheaper, but at the same time wants to use Swedishengineers. The communication possibilities today makes it no longer necessary to travelacross the world to have a meeting, and questions can be answered in a matter of minutes.This means that a company that is spread out over the world still can communicate betweentheir employees.When participants in a project are spread out over the world, and can?t meet in person, it iseasy for problems to appear.

Title: The life is too soft to accord in to tariffs: an essay about youth and families with children who are recipients of economic support, their experience of their financial situation and the reception towards the social welfare.Author: Ana Becovic & Kerstin Olsson         Supervisor: Erik WesserInstitution: Humanvetenskapliga institutionen, Högskolan i KalmarType of Essay: Degree project, 15 ECTS                     Date: December 2008The aim for our study has been to examine how youth and families who are recipients of economic support on long term basis experience their contact with social welfare. The starting point for the question at issue has been the client's experience of their financial situation the reception and expectations towards the social welfare.In our B-level study we carried out qualitative interviews with social welfare officers to find out how they applied the "child perspective" in granting financial support and to what extent they felt that they succeeded in meeting the need of the client. The conclusion was that there is still room for improvement in this field and particularly a wish to focus more on the child's situation and development. The officers told us that they tried to pay closer attention to the child's situation through asking about the children and by visiting the families at home.They expressed awareness of the importance to a child's well being the financial situation of their family. They also expressed the need for the child to be able to take part in leisure time activities and having an active social life.In this study our research method is based on qualitative interviews.

In this report two Sustainability Life Cycle Assessments are carried out for two types of tiles for Riksbyggen, to contribute to a sustainable urban transition. Sustainability Life Cycle Assessment involves performing a life cycle assessment based on four principles based on scientific research and presented by the non- governmental, non-profit organization, The Natural Step. The principles concern raw materials, chemically produced substances, degeneration of nature and social conditions.Origin of products, manufacturing sites and manufacturing procedures were initially completely unknown and much of the work has consisted of finding the entire cycles, understand manufacturing processes of ceramic tiles and evaluating what materials and what type of energy sources that are required for the production. A socially sustainable perspective has been of high relevance alongside an ecologically sustainable perspective.The report begins with the basic underlying facts and the purposes of this investigation and that the reasons why Sustainability Life Cycle Assessments are carried out are to provide Riksbyggen and the own workers with documents presenting Riksbyggens ideas regarding sustainability and to hopefully get the ideas further down in the supply chain. The methods used to fulfill the investigation are presented and scientific facts about LCA and ceramic building materials are reviewed.

The Civil Engineering office in Skellefteå needs to develop the users' participation in the planning of parks and playgrounds. In order to get such a procedure to work one have to find a method that can work in the daily activity. My work aims to find such a method and to implement it in practice. Apart from helping the Parks departement to find an functional method I will also develop a deepened knowledge about users?participation wich can be very useful i my future profession. This work can be divided in three stages.

Ett gott bemötande är viktigt för patientens uppfattning om vården och en viktig del på vägenmot välbefinnande. Bemötande är ett samspel och ett växelspel mellan sjuksköterska ochpatient som bygger på att sjuksköterskan aktivt träder in i patientens livsrum med inlevelseoch kunskap om patientens styrkor och begränsningar bekräftar patienten. Detta för attpatienten ska få förbli en unik person. Syftet med denna uppsats var att belysa hursjuksköterskans arbetsmiljö kan utgöra möjligheter respektive hinder för ett gott bemötandeav patienten inom sjukvården. Metoden utgjordes av fokusgruppintervju.

A business is always dependent on its customers. It is therefore important to ensurethat customers are satisfied with the product and the warranty included.The study was conducted in cooperation with the building contacting companySkanska Sweden. The aim is to use interviews to collect and process experiences in order to answer the question: How should the recovery process in the construction industry be performed to ensure a professional handling of warranty? The results have shaped my conclusions and I have turned them into a proposal that companies in the industry can benefit from. The study indicates that the industry is not geared for a five year warranty, which was introduced in 2004 and 2006.

This quantitative survey aims to highlight the impact of the meeting with the grief for customer advisers and representatives of funeral homes connected to the SBF (Sveriges Begravningsbyråers förbund). It also aims to demonstrate any differences between the sexes on this subject. Issues include: How does the person experience expectations and requirements in relation to their professional role? Does the person experience a personal impact due to the encounter with grief and death in their profession, in what way and to what extent? What consequences does the expectations, reactions and the possible impact result in for that person? What conditions does the person have to help cope with the professional role? Is there a gender difference in this experience? The theory base, which consists of theories taken from The Managed Heart: The commercialization of Human Feeling by Arlie Hochschild (2003) and descriptions taken from Yrke: begravningsentreprenör. Om utanförskap, döda kroppar, riter och professionalisering by Anna Davidsson Bremborg (2002), has been fundamental in both the preparatory work and the analysis.

The title of the study is: "Stories about helpful conversations - a narrative study of active processes in therapy and treatment." The purpose of this study was to examine clients' stories of what has been helpful to them in therapy / treatment. The study has been made in light of the ongoing discussion in society about the requirements for empirical studies within welfare areas. The choice to make a narrative study comes from the desire to have clients' own stories at the centre of what has been helpful in the therapeutic process. The author has interviewed and talked with four people (clients) who told us about their experiences of therapy / treatment. Narrative research methodology is based on people's life stories.

This bachelor thesis in Landscape Architecture is about the planning and design of public spaces in small towns in Sweden. My opinion is that the small towns often are overlooked and my determination is to see if that is right. The purpose with this thesis in Landscape Architecture, with focus on a durable society is to find the central public places in small towns and evaluate their function. This thesis has a focus on good design of central public spaces, designed for the inhabitants of the small towns. A small town, which is the focus of this thesis, is defined to have 200-2000 inhabitants. The small towns, which often are built around industries or the railway, have since the nineteen seventies a problem with people leaving them for the cities in the urbanization. Currently there is also the opposite trend with people moving out from the cities, but to live on the country side, not in the small towns.

The role of the professional photographer is ever changing. The changes take place as the Swedish media industry itself, due to fluctuations in the economy, is forced to change. As the demand for printed news wane, the advertisers seek out other media and free newsprint & the internet take over large portions of the market, the newspaper industry is forced to cut issues and make drastic changes to stay in business. This changes directly affects the way news bureaus are organised and inevitably changes the working conditions of their employees. The two competing newspapers ?Arbetarbladet? and Gefle Dagblad? in the Gävle district were affected by this kind of change in quite a unique way.

AbstractTitle: Is it easy to make the right decision? An essay about how the profiled senior level schools communicate with their future pupils and their parents. (Lätt att göra rätt val? En uppsats om den profilerade högstadieskolans kommunikation med blivande elever och deras föräldrar.)Author: Erika CassmanAim: My hypothesis is that parental influence is higher when the students are going to a detached school than when the students are going to a school with a profiled program because in the profiled program they are going to study a course that they love and is chosen by themselves. The aim of this essay is therefore to find out if this thesis is right or wrong.

In Sweden there are 560 000 disabled people over the age of 16, half of those are in use of some kind of mobility device.Living with a disability means that due to injury or illness you are having trouble functioning without devices or assistance in your daily life and has a big impact on the independence of the disabled user.The everyday life for disabled parents with young children are different depending on the type of disability and mobility device.Today there is no alternative to the stroller for the disabled user who use mobility advises. This causes problems when the disabled person on there own have/want to move the child.The following statement have been the cornerstone for this project: How to make it possible for a wheelchair user to move a child, in the 0-2 year, for longer distances with a focus on independence and safety for both adult children?Due the process, of industrial design, this question and problem have been solved during 10 weeks. The process have contained parts as meeting with users, analyzing, concept development, evaluations, mock-up making, testing, shape & color development etc. This in the end have resulted in a full scale model of the appearance of a proposed product.The result is a stroller witch can be connected to the users specific wheelchair due two one time adjustments.

VAV (Variable Air Volume) system has been studied in a newly constructed office-building. The goal for the study has been to evaluate how the ventilations system work in practice, if adjustments can be made to achieve an more energy efficient system and to evaluate if other alternative ventilation systems is to be preferred in the further.The degree project has been executed at Helenius Engineering Firm who is working with the environment, media systems, HVAC and energy in buildings. The building that has been studied is owned and operated by Akademiska hus.Literature studies, visits at site, inventory, review of system documentation, energy analyses, interviews, key figures, LCC, sand energy- and indoor climate simulations has been made to study the building. Where appropriate some tools from Six Sigma have also been used.How to achieve an energy efficient system and a pleasant indoor climate is studied with human health and well-being as base for the indoor climate requirements. Technical support systems such as ventilation systems have to be designed so that an acceptable indoor climate can be achieved.