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.

In Sweden and in Scandinavia the amount of tree species are rather few. However many different forms of trees arise due to mutations and gives rare appearances like cut-leaved and hanging forms. In some cases these trees are interesting as cultivars and a few of them have become popular garden trees. The knowledge of the original trees and early propagation is meagre.In this study a selected group of trees were found through search of literature. Eight tree forms were chosen and investigated in situ.

Älvkarleby, landscape character and design proposal is a Graduated Thesis (30 ECCcredtis), in the subject of landscape planning at the Swedish University of Agricultural Sciences, the Department of Rural and Urban Development. This thesis is a study and implement of the method "Landscape Character Assessment" (LCA), developed in England and Scotland as tool to analyse and highlight the landscape in different planning processes. The purpose of LCA is to increase the understanding and strengthen the role of the landscape. The thesis consists of three main parts: landscape characterization, guidelines and a design proposal. The landscape characterization emphasizes the values of the landscape in different types of planning processes, a documentation to base estimations on in any kind of change in the area. Theese estimations have resulted in guidelines that give proposals to the development of the landcape, focusing at the desingproposal.

In the society of information that we live in the knowledge of computers and computer system will have a greater influence than we may think. Discrimination is no longer exclusively a term that indicates lesser understanding of different cultures, the discrimina-tion that is at hand will be between ?the have and the have-nots?.This study is about the strategic methods and considerations that is of importance for planning, organizing and finally implement the work with national computer based patient documentation. The strategic planning has been done over a period of time where different actors all had their share of influence. The cost seems to be endless since it has increased after the actual program, in this case, Cosmic from Cambio Healthcare, entered the scene of healthcare.

Cataloguing electronic documents makes new demands on libraries. This thesis discusses the metadata formats Dublin Core and MARC which are, individually or in combination, commonly used for object description in the digital library.The formats are studied with particular emphasis on characteristics such as underlying reasoning (ambitions during the development of the formats), flexibility (possibilities of expansion and adaption to new demands) and interoperability (cooperation between different metadata formats). The formats are dealt with in their context, i.e. we discuss what types of documents the formats are meant to describe, what environment they were originally created for, what functions they are meant to fill (to find, identify, select and acquire/obtain entities), and also how these factors are related. The Swedish projects SAFARI (which uses Dublin Core) and NetSök (which uses MARC) are presented briefly.

This master's thesis is about alternative career opportunities for library and information science graduates. Ever since the beginning of our education we have been interested in working outside of the traditional libraries. Now that we are about to receive our degrees in library and information science we are doubtful if the competence we have obtained is enough to meet the demands of the labour market. The employment field we have been studying in this master's thesis is information management, since this is a field that we find comparable to library and information science. Our study involves a qualitative survey amongst recruiting companies to investigate how the recruiters value different educations, competences and personal skills when they employ staff within the field of information management.

An increased number of participants in the construction industry is asking for accompanying terrain models to the project in order to get a better understanding of the field. When the desire to create buildings that fit together nicely with the surrounding area is increasing, it becomes more and more important to have a broad base of knowledge about the ground on which the building is to be erected. Terrain models are also very useful in the planning of logistics, documentation for landscape architecture projects, and billings for mass calculations.Surveys for creating terrain models can be performed with laser scanning. The advantage of laser scanning is the time-effective surveying, the detailed information as well as the ability of application in complex environments resulting in a cost-efficient project. With this in mind our thesis was defined in collaboration with the company Bjerking AB in Uppsala in order to investigate if there were any softwares suitable for terrain modeling.

The overall aim was to examine how the public interest to protect children from violence and sexual abuse at home, is realized by social workers. The study´s central focus was the risk assessments as Social services are obliged to do when they receive a report containing concern that children are being exposed to violence or sexual abuse at home. The study addresses the following questions:o How do social workers go about practically, and what support and knowledge is being used to determine whether the Social services need to intervene for the protection of a child?o What risk and protective factors are taken into account by social workers in the assessment process?o What contextual factors do social workers experience are affecting them in the assessment process?o Which support does the documentation system BBIC provide in the assessment process?The study material was collected through qualitative group interviews, with a modified vignette methodology as tools. The study included a total of twelve social workers, with varying numbers in each interview group.

The Internet provides the common user with a variety of both traditional and non-traditional news sources, and a vast range of possibilities to contribute to the flow of information. By their participation in the production of information ordinary citizens can sometimes function as non-traditional news sources them selves and reach a potentially unlimited audience. The interactive nature of the Internet blurs the line between producers and consumers, and challenges traditional definitions of what counts as "news" as well as who qualifies as a "journalist". The main purpose of this thesis is to examine the potential consequences of this decentralization regarding the information behaviour of newspaper journalists and their perception of their professional role. The study consists of qualitative interviews with six journalists, employed by four of the leading Swedish newspapers, and a review of earlier research in the field.

The climate issue is a significant question, and the problem is mainly caused by human activities. Everyone can help to counteract the enhanced Greenhouse effect by reducing the amounts of energy they use and by not consuming more products then they need.Schools are some of societies many consumers and therefore contribute to the Greenhouse effect. The School also has an important task; to teach and disseminate knowledge and information about the climate and the environment. According to the Swedish National Agency for Education, Skolverket, must all schools regularly consider the environment and sustainable development throughout the entire education process. Unfortunately, this is not the case for many schools in Sweden today.One of many tools that can be used to coordinate environmental work and initiatives, and also to make it more efficient, is environmental management systems.

Asset management in insurance companies differs from conventional asset management to the extent that respect has to be taken to both assets and the commitments the insurance company has towards its customers. A model that has proven to fit well regarding the matching of assets and liabilities is the Asset Liability Management Model (ALM model). In addition to the matching in the balance sheet, the ALM model can be used in a company's work with strategic portfolio allocation by applying it as a basis for analyzing investment strategies with expected risk and return. From this, the ALM model also becomes relevant for calculating key figures according to the legal framework Solvens II which includes laws and regulations regarding the demands on economical strength (solvens) of insurance companies.Hence, the goal of this masters thesis has been to, on behalf of Bliwa Livförsäkring, create an ALM model to support the asset management department of Bliwa in their work with defining a credible way of analyzing the future risk and return of Bliwa's asset portfolio and insurance undertakings.The ALM model generally consist of four submodels, the scenario model, the liability model, the asset model and the company model, where the scenario model often is named as the core of the ALM model. The course of action has been to develop these submodels individually, with focus on the scenario model.

The information flow of today is endless and the advances in information technology astounding. In today's information society it is of utmost importance not only to be able to find the right information but also to evaluate the information. The expression ?information literacy? is not a new one but it has never been as pertinent and essential as today. Information literacy is however not something which is easily and swiftly achieved.Swedish youth education is based on problem based learning in which the students are expected to research for material, evaluate their finds and use their skills to produce a good written or oral presentation.

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.

The use of Internet by children and teenagers has become a special field of interest. Certain risks are associated with young peoples use of this media and national and international measures have been taken to assess and counter these risks.Library and informationscience have approached the subject of risks by looking at different software´s, so called Internet filters, that is used to control and censor the access to Internet based resources. In the USA, where public services and institutions that provide Internet resources to children and youth have started to require censorship of the Internet, a debate has arisen concerning the use of so called Internet filters.The theoretical basis of this master´s thesis is related to the conception of risk, gender and childhood. The focus of the paper lies on young peoples use of information and communication technology (ICT) and how risks associated with young peoples use of the Internet is constructed by different parties involved in supplying Internet resources. By means of a case study at a primary school in Skåne and at the company Netscan in Malmö.

The aim of this master thesis is to study how the development of a public library by means of ideas and methods from the private sector can be related to traditional core values. We base our study on institutional theory, which focuses on norms and values in an organisation, and new institutional theory, which focuses on how organisations are influenced by changes in the environment. We also use New Public Management with a market focus to analyze the implications of a development towards a more market oriented view.The method used is that of a case study of a new library concept, Idea Stores in London. Idea Stores are a number of new public libraries in Tower Hamlets developed from the results of a major opinion survey about libraries. The Idea Stores combine traditional library services with elements of adult education and lifelong learning in a partnership with local learning centres.