Our purpose of this paper is to seek an understanding of which service quality factors that affects customers in their decision making progress regarding purchasing financial services such as pension products. We also seek to evaluate the different service quality factors by compare their relative strength against each other. The study aim to investigate if there are any connections between customer behavior variables such as gender, age and income in comparison to these service quality factors related to pension products.The findings aim to help a small financial institute such as our case company Plain Capital to understand how their customers experience service quality regarding pension products.In order to find empirical results we conducted a qualitative research as well a quantitative research. The qualitative research employed both a focus group interview with pension savers and an interview with our case company Plain Capital. We were able to identify the service quality factors for pension?s products with help from the focus group interview.

The company Sound Precision has developed a new Line Array loudspeaker system (VHA-40). When using this system, their customers need computer aid to get the best possible sound-quality and control of sound levels for the whole audience. The aim of this thesis is to develop a truly useful sound quality simulator for the VHA-40. The system will help the sound engineers to position the loudspeakers for optimal sound by simulating loudspeaker configurations and visualizing the resulting sound quality and quantity. To solve this a human-centered design (HCD) approach is taken to implement a system that is truly useful for the users, meaning that they will use it more and hence deliver better sound for the audience.

With an increased empowerment of the users, and a dependence on outside critics, one wonders what kind of role the librarians have in a context where qualitative literature is discussed. The aim of this study is to examine the relationship between librarians private and professional views on qualitative fiction, in order to be able to discuss their role as quality intermediaries in a user oriented context.The method used, is the qualitative, semistructured interview. This author interviewed seven librarians from three different libraries in Sweden. The theoretical emphasis partly relies on the ten words of qualitative value that Inger Elam and Bengt Brülde discusses in their respective texts, partly on David Garvins quality assessment theory, which defines several quality categories divided between an absolute and a relative quality view.Through the comparison between the private and the professional quality view, examined with the two theoretical approaches, the analysis of the interview material shows that there lies a complexity in the librarians professional role. On the one hand, they are dependent of both the users and the critics judgements about the qualitative aspect in the work with purchasing new literature to the library.

This paper exemplifies how the physical environment affects clients? experienced service quality and how companies work with the physical environment. In the empiric study, we conducted a case study and studied two hairdressing saloons. The study showed a connection between physical environment and experienced service quality in the business of hairdressing. Owners of hairdressing saloons perceive that a combination of the personal meeting and the physical environment influence the clients? general impression and their experience of quality.

This essay explores the Swedish state?s geopolitical view and creation, of the spatial spaces in and of the Arctic. With a critical geopolitical framework, a discourse analysis is conducted on the Swedish strategy for the arctic region, with the ambition to unfold the underlining spatial spaces, actors and dramas that this discourse creates. The result of this analysis shows that Sweden creates three different Arctic spaces within its geopolitical discourse; a Swedish Arctic, a Nearby Arctic and a Regional Arctic. This has major political consequences, which will be illuminated in the essay.

The purpose of the study was based on scientific literature to describe the quality of life of persons who have undergone a total hip replacement. The method was a descriptive literature review. The results showed that pain was the most obvious change after surgery. Mild pain before surgery was strongly associated with mild pain after surgery. But despite less pain were experienced early, it took 1 year to achieve the full benefits of improved physical function.

Frihamnen är ett mycket centralt beläget, gammalt handelshamnsområde, i Göteborg, som angränsar Hisingen i norr och Göta älv i söder. Området var en gång i tiden sveriges största och enda oceanhamn. När varvskrisen slog till under 70-talet drabbades Frihamnen hårt, likt många andra hamnar. Varvet och hamnverksamheten avvecklades successivt och kvar blev en stor yta mark som frigjordes för andra ändamål. Sedan dess har diverse företag huserat i de kvarvarande byggnaderna och området har haft, och har fortfarande, funktion som arbetsplats. Idag är Frihamnen en del av Göteborgs Stads utvecklingsområde Centrala Älvstaden, vilket är det gemensamma namnet för Norra Älvstranden och Södra Älvstranden. Arbetet med Frihamnen är i dagsläget i ett undersökande stadie och inga konkreta planer har ännu arbetats fram..

Det här är en uppsats omfattande 15 högskolepoäng i ämnet fysisk planering. Uppsatsens titel är ?mellankommunal översiktlig planering ? möjligheter och begränsningar? och undersöker vad begreppet innebär, både i lagens mening och i praktiken, vilka frågor som kommunerna är beredda att samplanera om och hur de gått eller tänker gå tillväga. För att konkretisera frågeställningen har tre stycken fall med olika karaktär valts. Den slutliga frågeställningen handlar om vilka likheter och skillnader som finns i dessa valda fall. Metoden för uppsatsen har till största delen utgjorts av studier av kommunala dokument; översiktsplaner, samrådshandlingar, dokumentationer etc.

AbstractThe control of quality standard ISO 9001 has made the internal audit to be experienced as police authority and paragraph control. Because of that, motivation for internal auditors is low. To counteract the experience, there is a possibility to integrate internal audit with improvements in company?s processes. Theory has shown that a qualified and competent auditor can provide information that can help the organization's managements to make the right decisions that will improve product quality and result in new customer contracts.An opportunity to observe an internal and external audit at one of the case companies gave rise to this study.

Considering water quality, landuse and reducion of wetland area in the watershed of Tidan, areas witch are in need of constructions to improve the water quality are identified. Constructions are suggested to be located within the smaller streams in the watershed, so that the water is treated before it reaches the stream Tidan..

This text answers the questions how do we define what a campus is, how the concept of the campus came to exist and how it is used today, and how the Blekinge Institute of Technology (BTH) campus can be designed according to site conditions and the conclusions drawn from case studies at Chalmers University of Technology and Karlstad University. The purpose of the case studies is to gain insight into their campuses advantages and disadvantages. This finally results in an interpretation of how the Blekinge Institute of Technology campus can be planned. A campus is the area of land on which a college or university and its surrounding buildings resides on. Campus as a concept meant a field at first, it later evolved at American universities due to their design of college campuses.

The aim with our paper has been to get a picture of which factors one of the heterogeneous group that we've chosen of old persons, 75-90 years, in Scania, in south Sweden, have experienced to be of importance for their life quality today and what they wish to preserve of their actual life style when they eventually shall use the elderly care. Also how their individual life course has influenced their experience of the quality of life.We found this subject interesting as the group of old people in the society is constantly increasing and when the group becomes bigger, then greater demands will be put on the elderly care. We have proceeded from a standpoint that all people are unique individuals and that people become what they are from their life histories and from the choices they have made during their life. We have used the life course theory that says that one should see the individual in his/her wholeness and the whole life history of a person in order to understand him/her. We have also studied earlier research concerning the different determinants of the life quality.

Although Lean has received an increased amount of attention in the service context, research still has not established how successfully Lean manages to increase service productivity; since service productivity consists of both efficiency and quality. Research regarding productivity discusses the risk of a tradeoff between efficiency and quality in service production processes. Therefore, this thesis aims to explore if the tradeoff in a production setting with low variability in demand and low customer participation exists, after Lean has been implemented. With a qualitative approach, a case study has been conducted at Scandinavian Airlines Ground Handling to evaluate the effects of Lean in the baggage handling process. The result of the study shows that the tradeoff has not been overcome; efficiency has increased at the expense of quality.

Denna studie har som syfte att undersöka hur den spatiala organisationen av artefakter påverkar överrapportering mellan sjukvårdspersonal på en intensivvårdsavdelning. Syftet äratt kunna förstå överrapporteringsprocessen mellan sjuksköterskor och de artefakter de har tillsitt förfogande och att ge förslag på strukturförbättringar så att dessa överrapporteringar kan effektiviseras både tid- och energimässigt. Det leder till studiens andra syfte, nämligen att ge förslag på hur en gemensam arbetsyta vid överrapporteringar, ett så kallat worktable, skulle kunna arbetas fram. Resultatet av denna studie visar att det inte finns en given struktur för hur överrapporteringar ska genomföras och därför finns det inte heller en bestämd ordning över artefakters spatiala organisation. I slutet av denna rapport ges det förslag på vilka funktioner ett framtida gemensamt arbetsbord borde innefatta..

Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel Kämp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..