As a consumer, you can use cards for payment more or less everywhere you go, however, it is not certain that the card can be used for all purchases. When a customer pays with card there arises a card transaction fee charged to the merchant. This is a big problem for businesses where transactions with small amounts are a large portion of sales. An observation at the beginning of this study showed that seemingly similar merchants have chosen to solve this problem in different ways. Some merchant?s refuses card purchases below a certain amount, while others accept card with any purchase.

This paper is a case study of a local labour market project. The aim of the study is to investigate the staff?s way of working with unemployed people, receiving social assistance, in order to reduce the payment of social assistance in four adjacent city districts of Stockholm. Other objectives of the study are to investigate which criteria the staff uses when selecting participants for the project, in which way the participants? background affects the measures taken by the staff and how the staff experiences working as part of a project.

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.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

Denna magisteruppsats i offentlig rätt är ämnad att behandla implementeringen av direktivet om betaltjänster på den inre marknaden i svensk rätt. Betaltjänstdirektivet är väsentlig vid inrättande av den inre marknaden inom EU:s medlemsstater, då alla inre gränser skall avlägsnas för att möjliggöra fri rörlighet för varor, personer, tjänster och kapital; i det sammanhanget blir det viktigt med en modern och konsekvent rättslig ram för betaltjänster på EU-nivå. Uppsatsen syftar till att undersöka implementeringen av de processuella och materiella bestämmelser i betaltjänstdirektivet som knyter an till principen om god förvaltning och därtill medlemsstaternas processuella och institutionella autonomi. Till de frågor som analyseras hör tolkning av begreppet god förvaltning och hur de utvalda principerna kan identifieras i svensk rätt genom implementeringen av direktivet. God förvaltning i denna uppsats förstås i vid mening som ett begrepp motsvarande vad enskilda har rätt att förvänta sig av det berörda förvaltningsorganet vid handläggning av ett enskilt ärende.Uppsatsen har visat att direktivet innehåller ett flertal bestämmelser som knyter an till principen om god förvaltning och som reglerar hur svenska myndigheter skall handlägga ärenden inom direktivets tillämpningsområde.

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

The problem with passive farmers has arised as an effect of the European Union´s common agricultural policy (CAP) and the decouplement from production-based payments. Payments to passive farmers contradict the purpose of the single payment scheme and constitute a great cost for the EU. The new contractual period after 2013 has given rise to discussions on the direction of the CAP with a purpose of increasing the efficiency of the single payment scheme, and reducing passive farming. The aim of the study is to increase the knowledge about a few factors? influence on passive farmers? attitudes towards land use and the CAP.

The mobile jukebox is an idea for a new kind of smartphone application that would allow users to dictate the music playing at various establishments. The mobile nature of the innovation allows for the possibility of a more ubiquitous service. Conducting a quantitative as well a qualitative study, the authors have found significant interest in this innovation service among potential users and potential distributors of the service. Furthermore, it is shown what aspects are important for decision makers to make a decision on whether to integrate the service into the operation of potential distributors of the service.  .

The purpose of this masters thesis is to evaluate bookmobile service as a decentralised library service. I have made a qualitative interview survey, with seven Swedish municipalities participating, all providing bookmobile service in their rural parts. The purpose with the interviews is to examine their bookmobile service. I have also studied articles on bookmobile service, and decentralisation through small library units in library journals, to get an insight into how the work with decentralised library service is done in Swedish municipalities. In this thesis answer is sought to the following questions: - Which decentralised library services are suitable for inhabitants and institutions in sparsely populated areas, considering factors such as number of inhabitants, proportion of old people and children, demographic changes, economy, possibilities to cooperate with other municipalities? - What is the current bookmobile service situation in Sweden, taking seven municipalities in the region of Småland as a starting point? My conclusions are that each municipality must decide which decentralised library services that best suites their needs.

The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance.

This study concerns paratransit service in a relatively small municipality in Sweden. The aim of this study is to describe the user's experience of paratransit service. The question formulation is mainly built around the user's experience of paratransit service and their view on what impact paratransit service has on their lives. The empirical data consists of ten interviews with ten different paratransit service users with ages ranging from 25-95 years. The data has mainly been analyzed through concepts of independence, empowerment and trust. The result of this study shows that paratransit service in many ways can be described as a crucial part of the users' lives.

I detta arbete har vi studerat tjänsten SMS-betalning. Vi har fokuserat på att utvärdera och beskriva tjänstens användningsområde samt dess styrkor och svagheter. Utifrån företaget Mobill, vars affärsidé är att utveckla en betalningstjänst via SMS har vi fått en bild av hur ett företag kan satsa på denna teknik. I en studie med konsumenterna har vi visat den generella bilden av inställningen till betalningstjänsten, detta för att vidare kunna utvärdera betalningssystemet. Dessa studier har båda en kvalitativ karaktär.

Title: Television in the Service of the Public - a Study of the Public Service Concept(Television i allmänhetens tjänst - en studie av public service-begreppet).Author: Daniel FärnstrandAim: To describe the ideals, or principles, that the Public Service Ideology or concept of Pub­lic Service is based upon. The two main questions the paper aims to answer are thus:· Which principles should, according to the theoretical norm, guide Public Service activity?· Which principles guide Public Service television in Sweden today, according to the actual guidelines for the Public Service organization SVT? Method / Material: A study of relevant literature is carried out. Further, the actual guidelines for SVT are summarized. The normative guidelines are then also summarized, and a compari­son is made between this summary and the actual guidelines for SVT.Main results: Although a comprehensive definition is hard to find within the theoretical frame­work, a summary of the theoretical ideal is carried out.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.