The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

Införande av en HR Shared Service-organisation syftar till att omfördela HR-funktionens personalarbete och separera det administrativa personalarbetet från det strategiska. Med hjälp av ny teknologi kan HR administration flyttas över till HR/IT-system och HR-arbetet kan i större utsträckning ske via självservice som hanteras av ledare och medarbetare i organisationen. Den senaste tidens forskning kring HR Shared Service och det nya sättet att leverara HR-service visar att gamla sampels- och handlingsmönster fortfarande lever kvar mellan ledare och HR-medarbetare. Uppsatsens syfte är att undersöka hur HR Shared Service har införts på ett Telekom företag och vilka konsekvenser det fått för ledarna på företaget.Den empiriska undersökningen har genomförts med en kvalitativ metod i form av 11 intervjuer med ledare och projektdeltagare för införandet av HR Shared Service-organisationen. Tre deltagande observationer genomfördes med avseende på hur ledare söker information på HR-portalerna.

The purpose of this study is to examine whether personality traits, self-esteem, performance-based self-esteem and demographic data relate to, and can explain the variation in psychological ill-health among students at Lund University. A questionnaire was distributed to students attending the Psychology program, Bio-technology program, Theologian program and Law program. There were 247 respondents to the questionnaire, mainly attending their second or third semester. General Health Questionnaire (GHQ-12), Rosenberg's Self- Esteem scale, Hallstens scale measuring performance-based self-esteem, questions relating to demographic data and a short version of the personality inventory scale Big Five were included in the questionnaire. Positive correlations were found between psychological ill-health and the variables neuroticism and performance-based self-esteem.

This study is an attempt to examine the information needs and use in everyday tasks inthe work environment of community health nurses. The purpose of this paper is double toexamine the information need and use of the community health nurses and to test and validatea method and a theory for the studying of information need and use in workers everydaytasks adapted from Byström and Järvelin (1995). Most of the data were collected throughdiaries kept by the informants in close relationship to the problem situations and were analysedqualitatively. Furthermore a literature survey was made in nursing infomatics and informationscience and it showed that there is no absolute common ground between the disciplinesin the way they use the information concept.The theory and method were validated in a broad outline and were very useful in the study ofcommunity health nurses' information needs and use. The study also shows that the contextof community health nurses plays an important role in the nurses information behaviour..

The purpose is to analyze if the students have any use of their computer education at a senior high school level or if there is a demand for them to proceed studying. Does the students background have any importance or is it their own motivation that makes the student advance to higher education.In this report we ask ourselves the question, if the students have any use of the knowledge gained at senior high school in computer studies at a higher level. Do the students have any chance for employment based on their senior high school grades in computer studies after graduation?  Do the schools that follow the senior high school guidelines within programming and databases give these students an advantage towards those that have not received the same fundamental education?The method used for the survey is a group questionnaire.  The questionnaire was distributed at one and the same time and then collected to examine the results. The survey results showed that students who seek work based only on their senior high school grades, received only a temporary position for different lengths of time.

The purpose of this study was to explore the use of a blog in the classroom. This paper describes why the teacher created the blog and how the blog is used by teachers and pupils in and outside the classroom. The study also describes teachers? thoughts regarding future use of the blog. Seven primary school teachers were interviewed and the material was analysed using a multimodal design theoretical perspective on learning (Selander & Kress 2010).The conclusion of the study was that the teachers created and designed blogs to give parents, pupils, relatives and others an opportunity to have an insight into the pupils? school day.

Based on an analysis of the Swedish laws in the field of healthcare, the purpose of this essay in jurisprudence is to examine whether Sweden has a need to implement the new EU-resolution on abortion. The study is based upon legal sources such as official government reports (SOU) as well as words of an Act. The subject also deals with ethical standards and more community-oriented material, and texts from both these areas are also included. The Swedish laws in health care are extensive, but still put the patient first. Care givers are able to delegate their responsibility if it means good health care which is also a key word in the Swedish health care.

This study examines how the local rescue services relate to the brand of the rescue service and the concept of brand management. To understand the attitudes against the brand and brand management, empirical data, theoretical modelling of brand and current laws have been discussed together in a try to get an overview how the rescue services practically works with the brand. The study results are based on a questionnaire survey and qualitative semi-structured interviews. The survey was sent to employees working with the communication of the rescue service. The interviews were held with two employees working with the communication of the rescue service and two fire chiefs.

During the later parts of the 20th century there occurred several changes to the Swedish public sector. These changes aimed to effectivize and decentralize the governance model in the public sector. One of these changes was the municipalization of the school system, put forward and proposed by the social democratic government in the late 1980s and early 1990s. This study aims to examine and compare that times different parliamentary parties' opinions on the municipalization of the school system. The source material consists of government bills, and in direct relation to the municipalization of the school system.

Children with concentration difficulties are to a great extent a problem in schools and therefore it becomes interesting to see how possibilities around these children can appear in pre-school. From a pre-school teacher?s perspective, the study aims to provide a deeper understanding of how outdoor education can influence children with concentration difficulties. The method of the study is a qualitative research run-up with interviews that intends to describe pre-school teachers? views.

AbstractThe purpose of this study was to investigate students' perception of their grades in relation to the grading criteria in physical education. To investigate this used issues: how values and experience rating criteria? How do students their teachers' planning of lessons? How do students grading assessment in physical education and what they believe is important? The method used was a questionnaire with closed questions. The answers were given on a six-point scale, ranging from 1 = "not true" to 6 = "totally agree". In a qualitative analysis of the quantitative material.

The aim of this master thesis is to examine the attitudes among library staff regarding a music downloading service called Musikwebb, which is available in many Swedish public libraries. It focuses on the impact of Musikwebb on the process of music selection, the relationship between Musikwebb and the digital development in public libraries and what service Musikwebb offers its users. The gathering of material was executed through focus group interviews with library staff in four libraries. This empirical material we divided in three categories: Music selection, The Library and its digital services, and Library services. We use the results of Sanna Talja?s discourse analysis regarding the relationship between Music, Culture and the Library to analyze our material.

Background: Health economic evaluations are becoming an increasingly important means of analysing which care alternative resource utilisation is the most cost effective. It is a new topic in the medical device industry that causes much uncertainty and unstructured use of the actors involved.Study questions: Why is it difficult to develop, implement and disseminate this standardized health economic evaluation models in medical technology? Is there a possibility to standardize health economic evaluations within the medical device industry?Purpose: The purpose of this study is to investigate the standardization issues for health economic evaluations within the medical device industry.Method: A qualitative approach was used in the form of interviews with five actors that are active or have a connection to the medical device industry. The data collection consists of journals, reports, Internet searches and literature among other things.Conclusion: It is possible to standardize, but with certain restrictions such as the county council's budget, influence of industry-specific factors, lack of knowledge and the important interaction between actors..

This master´s thesis is a comparative study of the importance of eight factors suggested in the literature to be related to the perceived utility of the service Book a librarian (Swe. Boka en bibliotekarie). Disciplinary differences were also analysed. 73 encounters between students and librarians in 11 Swedish academic libraries were studied using a survey. Six factors were significantly related (at the .05 level) to the utility of the service.

In all times school has defined and categorized pupils from a hypothetical normality. The National Agency for Education is today critical to how the municipalities provide for the necessity of special support for pupils with difficulties in school.Pupil`s assistants has been a growing profession in school during the last decade and their importance for the pupils is relatively unexplored. The aim of this study is to find out how the pupils think about having pupil`s assistant during the obligatory school on the basis of the ideas of power, knowledge, involvment and understanding. The study is based on qualitative interviews, consisting of half-structured questions, with eight pupils that have or have had pupil`s assistant during their time in senior compulsory school. The result notifies that the pupils feel powerless in school, they have no opportunity to affect and they do not think they are someone that could make any change.