Course:Business Administration, Master Thesis, Second Level, 30 Credits.Authors:Sara Frännlid and Helena RamstedtTutor:Jim AndersénTitle:Internet, relationships and loyalty ? Best praCtice foR the bankMarketPurpose:The study aims to explain how banks use electronic customer relationship management, eCRM, to create loyal customers. A figure will be created, which will enlighten the factors a bank should focus on when enhancing customer loyalty through the internet. Through interviews with two successful banks is it possible to study how a bank can successfully create loyal customers.Methodology:A qualitative method in terms of semi-structured interviews is used. The empirical results were then analyzed with the theory in order to contribute with a new figure.Theoreticalperspective:The theory describes how a bank can create a loyal customer over the Internet.

The purpose of this study is to investigate how customers' senses can be influenced by the experience of a visit to a tourist company and how six tourism businesses today utilize this phenomenon. The problem is that the phenomenon of sensory impact is a relatively newly discovered substance and not sufficiently established in the market.This essay is about how six selected tourism businesses use the human?s five senses during a visit by the companies. The information from each company is gathered by interviews that took place at each company with responsible employees. We have also met with experts in different sensory areas to best find out how companies can make best use of sensory experiences to influence their customers.

This report is the concluding part of the course national minorities, main focus on design, at Luleå University of Technology spring 2007. The purpose of this written examination is to produce a prototype to a product, which can be used both when marketing Kiruna as a student municipality and when recruiting students to the study programmes Kiruna offers. The product has been produced through systematic problem solving, where methods to fix the problem, gather facts, examine and come to a solution have been used. The product should in one way or another get the student to think of Kiruna as a student municipality and it should also appeal to the target group ? the students.

The intention of this study is to find out how the English subject takes form and develops in the early years in school related to the curriculum, teachers, teaching material, students and parents. The methods of the survey have been classroom observations, teacher interviews, textbook analysis and a parents´ questionnaire. The findings of this study are that the knowledge of the teacher in and about the English subject can have effect on how the English subject will be presented to the students during the English lessons and the amount of the students oral production of the target language seem to depended on how much the teacher uses the target language in the classroom. The contents of the English lessons was overall structured by the curriculum. The parents and their interest in their children´s education seem to have had an impact on how much focus the English language get.

This essay is about the market of traditional rental movie stores, which today are on a mature stage of the marketing cycle. The technique is constantly accelerating and contributes to evaluation of new ways to watch movie. New competitors are such as bigger chain of stores that can offer, in addition to their wide range of other goods, rental movies as a secondary selling. The substitute is of most part Internet based services from where you can watch movie online or download film legally as well as illegally.These different sorts of new competitors or substitutes become a big threat on the traditional rental movie stores as these substitutes can offer the same prices or even lower.With these new ways of watching film this will on turn change the behaviours of the customers that likes to watch movies. The problem for the traditional rental movie stores is trying to keep their existing customers and try keeping them loyal to their store, so that they won?t loose them to the competitors and substitutes.

LRF Konsult is a big consulting-firm with offices located all over Sweden. The corporation offers a wide range of services and a lot of the customers are small businesses active within the green sector. An analysis of the corporation made in 2006 showed that one of LRF Konsults weaknesses is that many customers are unaware of the wide range of services that LRF Konsult offers. The internal communication is believed to play a big role in marketing these services. Therefor, the objective of this thesis has been to investigate why the transfer of customers between accounting consultants and business advisors is not greater and how this can be improved.

In order to stay competitive and to be the first choice for customers in a world driven by a high level of competitive advantage, it is important for companies to stay ahead of the competition by conducting thorough market research. Even if this tends to be the case, many products still fail when reaching the market, leaving companies with great losses. The reason for this could be that the development of existing research methods has stagnated, or that they simply lack the ability to find the true answer as to what intentions underlie consumer?s decision making when shopping. Many believe that a new method is desired in order to get a better picture of what customers really think.

The aim of this thesis is to examine the customer profitability in a wholesale company. A case study of Eugen Wiberger AB has been conducted. Firstly the authors have examined the current perception of the company regarding their customer profitability and the results of their calculation of the customer profitability. Secondly an Activity-Based Costing analysis has been performed and has been compared to the perception in the case company. The conclusions are that the smaller customers are the least profitable, and in some cases unprofitable, whereas the larger customers are profitable.

AbstractThis study deals with the tours carried out in the manufacturing sector, at Alfa Laval in Eskilstuna. A large number of visitors, from a variety of backgrounds, go there to see how the manufacturing of separators works. With visitors I refer to the company?s customers, suppliers, students, in- house trainee courses, managers and senior citizens groups.The study examines how these tours can be standardized using spatial design. The result shows the importance of working systematically with visualizing the work as well as the environment for optimizing the visitor's understanding.

The purpose of this thesis was to investigate the communication between banks and their customers. Delimitations were made and the focus became towards upper secondary school students. The study was based on two interviews with bankers on different locations and with different stature, and a focus group consisting of eight upper secondary school students. The conclusion of the thesis was that there are certain problems in the communication between banks and upper secondary school students. The bank didn?t always communicate on the same level as the students when they presented their proposals.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

An attempt was made to GFP-tag the effector proteins of AvrLm6 and AvrLm4-7 using the GFP-tagging gene knockout method (GGKO) developed by Saitoh et al. (2008) in order to determine whether or not they are secreted. Successful pETHG-(target)KO vectors were not generated. The protocol was examined for potential errors. Fatal errors were pinpointed to the ligation reaction and the transformation required to generate and propagate the desired vector pETGH-(target)KO.

This report describes the development of a well?functioning and aesthetically appealing web portal and associated database for a company called Svensk Kredit & Försäkringsförmedling AB (Translated: Swedish Credit & Insurance intermediation AB). The portal will test customers' creditworthiness through another company called Business Check in Sweden AB.Administrators to the web portal have a special user interface to display all customers, to disburse the money to the customer and edit customer information. A super?user interface is available for administrators where they can change the information on all administrator accounts.Many aspects of security has been addressed because the web portal will handle personal information.

Tourism has been an expanding market since the first travel agency started in the middle of the 18?Th century, and today it is a global industry, with intensified competition and high demands from the customers. Product development is therefore one of the most important aspects for successful companies, and scientists also agree that the first stages in product development are the most critical. This essay is focusing on those stages, regarding product development on travel agencies, and the research question is as follows: How are new tourism destinations developed and what is the difference in working process between small and big travel agencies? The empirical research consists of qualitative semi-structured interviews with two big and two small travel agencies.

Nynas produces bitumen at two refineries in Sweden. The bitumen is shipped to seven depots along the swedish coast line, and from the depots special trucks handle the transportation to customers. Recently Nynas has transformed its supply chain and closed down a few depots. At the moment the company is considering a further reduction of the number of depots. In connection to these discussions an analyse of the companys distributionsystem and of possible changes is required.