Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.

To automate software testing is an investment, and that makes it important to have good knowledge about automation before an implementation is made. In this master thesis a study about automated testing is carried out. The study also includes a closer look at the testing tool TestComplete. TestComplete is one out of many tools on the market that is developed for automated GUI testing and the goal is to get a picture of how well the tool can adjust to CC Systems own applications. Studies show that it is hard to write lasting test scripts.

AbstractWe´re surrounded by music in many different ways. Sometimes we choose the music ourselves and sometimes it?s just there. The purpose of my thesis is to illustrate the students apprehension and understanding of the teaching of music in school. Moreover, my own interest in this subject and its influence during my school years motivated me in researching my thesis.

Every year the Swedish government invests capital in different projects. In recent years the Swedish government has chosen to invest in design. The reason for this is that the government wants industry to use design as a competitive source. Two organizations, Svensk Form and Stiftelsen Svensk Indistridesign, have been assigned to improve industry and society?s under¬standing of design.

The upper secondary school 2011 (Gy 2011) was a reform which created large changes in the Swedish educational system. One of the major changes was the requirement of certification for sport schools. Schools in Sweden have historically used sports in their marketing, this opportunity was impaired by the reform. This thesis aims to investigate how brands are applied on webpages of sport schools that are certified in football and/or cross-country skiing. Content analysis was used as method of data collection.

ABSTRACTTitle: Cultural dimensions? and their relevance in the interpretation of TV commercialsThe purpose of this study has been to explain the cultural dimensions masculinity versus femininityand individualism versus collectivism and see what their impacts on interpreting commercials are.We also wanted to see if there are any other important aspects to consider when looking at theinterpretation of TV-commercials. To fulfill this purpose we also used this research question:?How are the cultural dimensions relevant when it comes to interpreting TV-commercials?We used a qualitative approach when conducting this study. We found that the dimensionindividualism versus collectivism seemed the most applicable, while the respondents? answers fittedthe best to the highlighted theories.

Many IT projects that have been developed in recent years are often considered to be unsuccessful. According to a study by Exido up to the 72% of all IT projects are considered to be failed. A failed IT projects means that the organizations that have ordered the new system may have higher costs or/and the system will not be ready in time. If costs are too high the new system might not be installed in the organization or if the system is not completed within the specified time frame the organization can become stagnant.In this paper we conduct an investigation of the failure of IT projects there we will examine where, in the systems development lifecycle four different phases, projects fail. We will conduct an empirical study of each phase, where we describe the key steps in the process; we will also investigate failed IT projects that are linked to the current phase.

The main purpose with this MA thesis is to examine how visually impaired, disabled and people with dyslexia define service quality at the public library of Linköping. The method that has been used is focus group interviews. A focus group consists of four to eight people who are joined together, without knowing each other before, to discuss a certain subject. The aim is to get a wide spread of answers. A secondary purpose is to examine how this method works.

From interviews with biology teachers and pupils, some important factors are presented that motivates and interests pupils in biology. Some of these are varied education, commitment of the teacher, narrative skill and individually reachable goals. Other important factors are practical application and connection to daily life, as well as actuality of the subject and pupils experience of the use of learning.Circumstance around teacher and pupils will influence which factors that has the most impact. It´s up to each teacher to make a decision which factors to be used based on his or her own qualities and depending on the group they will teach.Teachers and pupils agreed about factors that will cause an interesting lesson. The pupils emphasize that variation is the most important factor.

AbstractAll headmasters want to lead teachers so that the students will achieve their own goals as well as the goals of the education. The salutogenic leadership is a way to lead in the right direction. This type of leadership depends on Antonovski?s (2005) theory of Sense of coherence. The theory of Sense of coherence is built on the concepts of comprehensibility, manageability and meaningfulness.

The subject of motivation and feedback is something that the literature regarding management treats as significant. Therefore we have investigated how managers work with feedback in motivational and development purposes within union companies in Gothenburg. According to the existing theory it is important that feedback is given correctly and with relevant content, and thus affect both the recipient's own development and the growth of the business. Earlier authors also discuss the complexity of feedback that it is important to consider all of the surrounding aspects, and that it is important to be aware that there is no single approach that can be directly applied on all types of organizations.To investigate how the managers within the union companies motivate their employers without access to monetary incentive, we conducted a qualitative study with in-depth interviews with four respondents. The respondents were decision makers at their respective union company with the roles as CEO or deputy CEO.

This is a qualitative study aiming to study stepparents? view of the relationships within the stepfamily and their thoughts about what makes it work. It is based upon three stepmothers? life stories focusing on their relationships with their stepchildren. The study is based on a symbolic interactionistic theory and explores the experiences and unique perceptions of these women in their life as stepparents.

Many IT projects that have been developed in recent years are often considered to be unsuccessful. According to a study by Exido up to the 72% of all IT projects are considered to be failed. A failed IT projects means that the organizations that have ordered the new system may have higher costs or/and the system will not be ready in time. If costs are too high the new system might not be installed in the organization or if the system is not completed within the specified time frame the organization can become stagnant.In this paper we conduct an investigation of the failure of IT projects there we will examine where, in the systems development lifecycle four different phases, projects fail. We will conduct an empirical study of each phase, where we describe the key steps in the process; we will also investigate failed IT projects that are linked to the current phase.

This master?s thesis deals with the issue of children?s theatre at the public library. I want to examine what purpose children?s theatre play for the children according to the children?s librarians, what different factors that may influence the purchase of plays to the public library and what the children?s librarians think of the children?s theatre at the public library at present and in the future. Interviews have been conducted with four children?s librarians, at different libraries, who are somehow involved in the purchase of children?s plays to the library.

Naturen inspirerar mig, i detta projekt jobbar jag med strukturen hos trädstammar och bark, och översätter det jag ser till vävda textiler. När jag befinner mig i naturen känner jag mig ofta lugn och kan koppla bort allt annat i min omgivning. Det lugnet vill jag återskapa och föra in i en rumslighet. I barkens olika strukturer såg jag intressanta varierande ytor som jag ville jobba med i textil. I mitt examensarbete har jag designat textilier med uppmätt akustiska egenskaper för offentlig miljö.