SUMMARYLevel: This is a final thesis for a bachelor degree in Business Administration. The thesis is oriented in the field of marketing and written at the University of Gävle.Author: Niklas EnlundDate: January 2014Tutor: Lars -Johan Åge, Jonas Molin & Jens Eklinder - FrickTitle: Intermediaries pursuit to achieve customer satisfaction - A study in how the agent works with factors to achieve customer satisfaction against two opposite parties.Purpose: The purpose of this thesis is to analyze the intermediary perspective how different factors affect the intermediaries working method to achieve customer satisfaction against two opposite parties.Research question: How do real estate agents work with the four factors; informant, routines, intentions and competences? That is how real estate agents can work; like a good informant, after good practice, bringing together the parties intentions and with their skills. How does the real estate agent work with the factors related to the theories connected to the four factors? Are any of the factors more commonly used by real estate agents?Method: The thesis is based on a scientific theory in the field of marketing and focused on the topic how the agent is committed to achieve customer satisfaction against two opposite parties.

The purpose of this Master?s thesis is to investigate a few economy students? perceptions of user education connected to essay work, focusing on aspects of information literacy of importance to the studies and the role of the user education in this context. The study was conducted with a qualitative approach. Five economy students were interviewed regarding their experiences of working with information, their perceptions of user education and its impact on their essay work. The interviews were transcribed and analysed with Bruce?s (1997) relational model of information literacy.

Public participation in urban planning is meant to increase democracy in the planning process. Even though all citizens have the option to participate in urban planning debates, few seize their chance to partake. This thesis describes a study on how user needs are met and prioritized in design processes concerning urban planning. The aim was to determine whether user-centered design (UCD) methods could be used as an avenue for public participation in urban planning and ultimately invite more citizens into the planning process.The thesis details a design process where a team worked to develop Farsta, a suburb of Stockholm. The design problem was the question of how Farsta could become an attractive business location.

När Windows Vista introducerades förändrades mappstrukturen för hur användarprofilen sparas jämfört med tidigare Windowsversioner såsom Windows XP. Denna rapport undersöker kompatibilitetsproblem med Roaming User Profiles mellan äldre och nyare versioner av operativsystemet. Syftet med rapporten var att utreda vilka problem som kan uppstå, vad det gäller Roaming User Profiles, vid en övergång från Windows XP till Windows Vista eller 7. Undersökningen genomfördes med hjälp av laborationer, litteratur och tester för att hitta problemen såväl som lösningar till dem. Resultatet visar att profiler skapade med Windows XP inte följer med till Windows Vista eller 7 utan det skapas sammanlagt två olika profiler, en för det äldre och en för det nyare operativsystemet.

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

The purpose of this study was to investigate how people with insecure employment affect the psychological contract in the perspective of workers' experience. The questions in this study were: how does a person with insecure employment perceive the psychological contract and what consequences dose an insecure employment have on the psychological contract. The study was a qualitative method with semi-structured interviews. The results showed that the absent relationship that existed between the participants and the employer was assumed to be affected by insecure employment. The result revealed that one of the consequences was falling confidence and less support to the employer as an effect of insecure employment and psychological contract.

GCM is a product information management system which handles data for consumer packaged goods. GCM was developed during the middle of the nineties and was acquired by Prevas AB in 2004. The GCM application relies on the services provided by the organization GS1, which supplies global specifications and validations for trade items across several sectors. GCM is updated regularly due to the frequent changes in specifications from GS1. However, the overall graphical user interface design has not been redesigned during these years.This dissertation studies possible improvements for the webpage that handles product data in GCM.

The Mobile phone has contributed to massive changes in the way that human beings communicate with each other and is a part of society?s globalization. Opinions differ in the area of user interface where some feel that mobile phones exclude users such as senior citizens or users with an intellectual or a physical disability.Universal Design ??design for all?, is a vision that intends to bring about settings, products and services that suits as many people as possible irrespective of an individual?s needs and prospects. The criteria for ?design for all? are among other things flexibility, user friendliness, comprehensibility and a high tolerance for mistakes.The purpose of this essay was to investigate the mobile phones graphic user-interface from the theory of a universal design.

När användare bestämmer sig för att utveckla gränssnitt till sina system sker detta via någon form av verktyg. Vi måste avgöra vilken utvecklingsmetodik som ska användas och hur vi kan tillföra mer funktionalitet för att systemet inte ska bli föråldrat. För att svara på detta bryter vi upp arbetet i två delar. I första delen undersöker vi vilken programmeringsmetodik som lämpar sig bäst för gränssnittsutveckling genom en undersökning i två delar. I andra delen ser vi över vilka lösningar som existerar för att implementera ny funktionalitet till ett verktyg för att sedan presentera en egen lösning..

The aim of this thesis is to examine the relationship between user education at high schools and the context in which it takes place. In order to accomplish this qualitative interviews have been executed with librarians at five Swedish high schools. The theoretical framework of this thesis is based on the sociocultural perspective and four approaches to user education developed by Olof Sundin. Based on the empirical material six themes have been identified. Each one represents a contextual factor which influences the user education.

The idea for the thesis ?Construction and implementation of a mobile prototype; The Lovebomb? originates from doctoral candidates Rebecca Hansson and Tobias Skog from PLAY Research Group at the Interactive Institute in Gothenburg. The object of the master thesis is to construct two working LoveBomb prototypes, one mother console belonging to the LoveBomb and blueprints for both. The LoveBomb (the picture to the right shows a possible design) is intended to encourage people to express themselves emotionally when situated amongst strangers in public spaces. Two buttons control the device, which contains a radio transceiver.

This thesis describes the evaluation of a prototype (Illustrator) for future simulator training of Within Visual Range - combat in the Swedish Air Force. The main focus was to collect and transform user acceptance data (expert opinions) to useful guidelines for continued development. Thirteen active fighter pilots participated in the study. The aim was to use expert opinion to study a) the psychological user acceptance, and b) the technical user acceptance, of the Illustrator together with c) gathering opinions for future improvement. Three psychological aspects were rated before and after the sessions to measure psychological user acceptance.

Faktorer som bidrar till arbetstillfredsställelse hos volontärer på Röda                                         Korsets telefonjour                                      Malin MattssonVolontärers arbetstillfredsställelse har visat sig vara ett begränsat område in-om forskningen. Syftet med studien var att undersöka volontärers arbetstill-fredsställelse på Röda Korsets telefonjour och se ifall faktorerna kön, ålder, utbildning, sysselsättning, civilstånd, plats, antal dagar, antal år, Röda Korsets utbildningar, volontärernas belöning, feedback från frivilligledaren, respons från uppringarna, kontakten med medjourare och volontärers trauman var relaterade till arbetstillfredsställelse. En enkätundersökning genomfördes där 102 volontärer deltog varav 15 var män. Enkäten bestod av bakgrundsfrågor, specifikt konstruerade frågor om Röda Korset samt 26 påståenden från mätinstrumentet volunteer satisfaction index. Resultatet från studien visade att variablerna, feedback från frivilligledaren, Röda Korsets utbildningar och volontärers trauman relaterade starkast till arbetstillfredsställelse.

The aim of this study was to examine the aspect of power in the relationship between the personal assistant and the disabled person he or she works with (the user). The study was based on interviews with five personal assistants who worked for private companies that provided personal assistance. Seven themes were identified and discussed. These were: the users amount of control over the assistance given, the workplace environment, the working conditions, the organization of personal assistance by private companies, the assistants recourses and usage of power and the users participation in chores. To analyze these themes I used Foucault's theory of power and the perspective of Human Resource.

ABSTRACT System development has become more and more concentrated on development for the Web and this has resulted in larger target groups. It will most surely continue to be so considering that the Web will be the infrastructure of business and services in the future. A big target group involves that the owner of a system can earn a lot of money from the paying users, but that assumes that the system can meet user needs. If a system on the Web does not satisfy the user?s demands then they will use the competitor?s system instead because it is only a mouse-click away.