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.

This thesis has been made in cooperation with Forsheda Stålverktyg AB which develops and manufactures injection moulds and diecasting tools. The main concern has been their Trading-system which provides them with considerable amount of quality lost function.Focus has to however be put on the analysis of the Trading-system due to the fact that this has previously meant various quality issues for the company.This thesis treats quality assurance of the Trading-system, identification of the problems in the process and improvements of these problems.Quality assurance is carried out when a company detects that their quality based costs become too high. Quality based cost are? the costs that would disappear if a company's products and its different operational processes were absolute? (Sörqvist, 2001 p.30, free translation from Swedish). High quality based costs often result in increased quality problems, which can lead to substantial economic loss for the company.This work has resulted in a thorough review of the Trading-system whereupon problems have been identified.

The Swedish Armed Forces have undergone a significant change where we have gone from recruitment through duty and replaced it with a voluntary based defence. Across Europe, countries that have undergone the same type of change demonstrate change in the quality of those recruited. The focus in this paper is how recruitment quality looks in Sweden after three years of volunteer based defence and if officers at P7 can see a change in quality on those recruited. This work aims to investigate whether soldier quality has changed from conscription recruited to voluntary recruited soldiers. The question that the work tries to answer is whether one can see a change in quality in soldiers and in that case how.The result can be summarized as one begins to see a change in recruiting quality but it is not something that is visible at the regiments.

This thesis investigated if a combination of increased under colour removal (decreasing the total ink limit), normal andincreased density and modern FM-screening could be used to provide a visually better print on uncoated and coated paperin comparison with AM-screening using the same conditions.Two different test groups (one with graphic background, the other with no graphic background) were asked to a visuallyassess the quality of the prints presented in a pair comparison using a reference image.The results show that the FM-screening did not obtain any significant visual difference in comparison with AM-screening,regardless of paper types and density levels. In general however, prints on coated paper were graded higher..

ABSTRACTIntroduction: Postoperative wound infection is the third most common nosocomial infection in Sweden. The ever-growing problem of antibiotic resistance provides surgical departments a big challenge when it comes to preventing the spread of infection. Operating theatre nurses have a vital role in the prevention of infection. In addition, correct ventilation in the operating theatre is of great importance. The caregiver is responsible for quality assurance of ventilation in the operating theatre, but the work can be delegated to other staff within the department.

Nowadays Wireless LAN is playing a more and more important role in network systems. After 1999, in which the IEEE organization published its Wireless Local Network standard 802.11[1], many people saw the advantages of the standard but also the lack of support for multimedia streaming. A lot of research work has been done on the proposed IEEE 802.11e standard draft during the past 4 years. It is supposed to be able to fully support Quality of Service. The final version will be published early in 2004.

The study of the French market for softwood has been done in collaboration with VIDA AB. The aim of the study was to investigate important product quality and service quality dimensions, the customers? perception of the offering and generally describe the French market and present actors. The market for softwood around the world changes over time and new markets can mean opportunities for the sawmilling industry. The French market is the second biggest European market for softwood, has had presence of actors with sourcing of raw material from the Nordic countries for decades and there is a growing interest for building with wood. Theory being used is about the different dimensions that make up the Total Quality of softwood, together with intangible dimensions making up the total offering that helps the sawmilling industry to create positive perceived value for the customers. Methodological approach in the study was a case study research design, aimed at providing knowledge about one specific subject in one context. The general description was mostly carried out by literature studies and data from various statistics sources.

Findus Sverige AB, referred to asFindus from now on, harvests peas during a period ofaround 50 days during the summer. The harvest generates about 30 000 tonnes of peas which gives around 40 000 pallets to distribute to the warehouses which Findus uses for final storage. Three hours after the peas are picked in the fields, they have to be frozen to keep their good taste and quality. Because of this the pallets are marked with a preliminary label with quality classification of the content. The Findus quality department then has one day to determine the correct quality of each pallet.

When managing the quality of a service producing industry?s products, the industry faces greater challenges than the manufacturing industries do. Today?s globalization puts further pressure on service producing companies around the world to work at their absolute maximum. So, how do service producing companies work to manage quality? In this essay the writers take a deeper look at the travel agency Ving, part of My Travel Northern Europe.

When managing the quality of a service producing industry?s products, the industry faces greater challenges than the manufacturing industries do. Today?s globalization puts further pressure on service producing companies around the world to work at their absolute maximum. So, how do service producing companies work to manage quality? In this essay the writers take a deeper look at the travel agency Ving, part of My Travel Northern Europe.

In this thesis the marketing strategies of two public libraries have been explored and studied.The public library of Kalmar participates in the project GÖK which partly is a marketing project. The public library of Kalmar thereby differs from the public library of Trollhättan which is not involved in the project.The main aim of this thesis was to focus on their marketing strategies and see if there were any differences. The thesis was also concerned with the customers and their experiences of the quality of the services offered by the public libraries of Kalmar and Trollhättan, including the customers' perceptions of the operative marketing, and finally if there was a connection between marketing and customer-centered quality. Qualitative methods as well as quantitative methods were used for the collection of information .The preliminary assumption that Kalmar had a more explicit marketing strategy has been confirmed in the study. However, the customers at the public library of Trollhättan were more satisfied with the Total Quality of the services offered.

Inventories of epiphytic lichens on Scots pine (Pinus sylvestris) were conducted at three sites in east central Sweden: along the newly build motorway (Road E4), along the old road (Road 600) and in a reference site, to compare the effects of traffic pollution on lichen diversities. At each site, species richness, lichen mean sensitivity value (MK), air quality index of the forest stand/sample plot (LKI) and nitrogen impact value (N) were calculated and it was tested if there was any difference between the sites. Twenty-four species were observed in total, and Parmeliopsis ambigua and Hypogymnia physodes were the most common species at all sites. At Road E4, fewer lichen species were observed than at the other sites and this might be due to the impact of air pollution. The species richness at Road 600 was similar to that of the reference site, which might be explained by the improved air quality.

That an auditor brings good quality to the work he is performing is of great importance, not only for the company in question but also for its stakeholders. The information that the company disclose gets more credibility because of the auditor quality assurance. That the auditor tenure would affect the quality has been researched with different results, dependent on the legislation in the current country or region. In this paper we study how audit quality is affected of the audit tenure in Sweden. Based on research made in Belgium we have formulated hypothesis with factors that can affect the audit quality.

The purpose of this Master Thesis is to investigate the quality of the library service at the City Library of Uddevalla. In particular this thesis will examine the quality of the library service to people who are disabled. This applies particularly to the service to people with reduced ability to move or to see, which also includes people with infirmities due to old age. We also have investigated how well the library itself is adapted to the disabled. In order to get more information about the library service to people who are disabled, we have studied literature on this subject and the Master Thesis contains a summary of those documents.

The Swedish Cellulosa Companiy, SCA, has today 280 000 ha planted with lodgepole pine (Pinus contorta var. latifolia) (?C?) which is equivalent to 14 % of its total forest area. Exotic lodgepole pine has in previous experimental stands shown a superior growth than the native Scots pine (Pinus sylvestris L.) (?S?).But also the comparison could be questioned because stand histories were was unknown and also differences in age between C and S existed.