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 aim with our study was to understand former addict´s experience of social networks from the Lewi Pethrus foundation (LP foundation) aftercare. The method we have used is qualitative semi-structured interviews. We have interviewed eight persons, four men and four women. They have all been in contact with the LP foundation and are today drug free. The result of the study has shown that the fellowship, in the different social networks have been very important to maintain a drug free life.

Our social lives and where we live shape our choices in life. One of those choices is which party we vote for in the general election. The aim of this thesis is to see if there are any connections between the Swedish general election of 2010, demography, socioeconomic factors and geography. This is done with regression analysis and chosen variables. Another aim is to see where in Sweden the chosen variables aren?t enough to explain the results of the election.

This report is about accessibility at rest areas. We have examined the aisles and furniture of seven rest areas with a focus on accessibility for disabled persons. At the end of the report, we provide suggestions on how some of the weaknesses we have discovered can be addressed..

Testicular measurements and daily sperm output (DSO) are important factors affecting reproductive capacity of stallions. In the present study testicular measurements of 10 Swedish half-blood stallions were determined (height, length, width and volume). Ejaculates were collected from each stallion once daily for 10 days to evaluate some important seminal characteristics: gel-free ejaculate volume, sperm concentration, percent progressively motile spermatozoa and total number of spermatozoa (TSN). The gel-free ejaculate volume was measured with a graduated cylinder, the sperm concentration was counted in a Bürker chamber, the sperm motility was estimated in a phase-contrast microscope and TSN was determined by multiplying the gel-free seminal volume by the sperm concentration. Testicular measurements were as follows (left and right testis): height 7,5 cm and 7,8 cm, length 10,6 cm and 10,8 cm, width 6,5 cm and 6,6 cm, volume 278,2 cm3 and 293,8 cm3, scrotal width 12,3 cm and total testicular volume 572,0 cm3 .

oduer free toilet.

Grus i maskineriet ? en fallstudie om förbättringspotentialVäxeln AB, a company that provide sales, service and repair of industry gears, has contacted the authors of the essay and asked us to investigate in which areas of the company that has improvement potential. Persistent improvement is a recurring and up-to-date issue that many business leaders not put enough resources on. A big problem in many companies is the issue that there is no comprehensive view and therefore some of the workers tend to not follow the routines that are required for the whole system to work.The goal with the essay is to give Växeln AB advice on to which areas in the company that have improvement potential.We have used a qualitative method with mainly semi-structured interviews which has led to an inductive approach. 13 co-workers that work in different areas of Växeln AB have taken part in the interviews.

The Pitted ware dwelling site Ajvide on the west coast of Gotland in the Baltic Sea is, because of its long continuity from the late Mesolithic to the middle of the Scandinavian Bronze Age, an interesting research object concerning Stone Age in the Baltic area. In this essay, a comparison between two activity areas on Ajvide have been carried out in the purpose of finding out what these areas may have been used for during the middle Neolithic.  It has been showed, through zooarchaeological analyses of animal bones, that the areas most likely are depositing sites for slaughters refuse and food debris. If it is a result of everyday or more ceremonial activities is left undetermined..

This Masters thesis is made as the first of two visitor surveys of three urban forest areas. These areas are; Skutan recreational area in Haninge, Ugglevikskällan on Norra Djurgården in Stockholm and the Paradiset Reserve in Huddinge. The study is made in cooperation with the managers of the three areas operating within the European Union Life Project regarding Urban Woods for People. The goal has been to collect data through studies of visitors and close by residents in the three areas. The results are to be used as primary values for the follow-up as well as a basis for managerial decisions. The interviews and surveys are also constructed in a fashion so that they can be used for the follow-up study. For the Skutan recreational area the mode of contact was by sending forms to the nearby residential areas.

The avowed aim in this project was to see how the Swedish egg production is today. My first question was if the Swedish egg producers egg production turn a profit. I have done five after calculation at five different egg producers with different systems from case to case. The difference has been the living system, the fodder and the egg price. They made a report in Uppsala, Sweden (Hoffman & Andersson, 1996), where the look forward to a Swedish cage ban and made calculations after that coming ban. After that they lift the Swedish ban of cages and the egg producers could invest in new cages who called the decorated cage.

The thesis describes a completely new biofuel system to generate particle-free heat from combustion of ash-containing biofuel particles at high temperatures.The suggested system gives opportunities to introduce biofuels in new areas.Main components in the suggested system is a heat radiating combustion chamber intended for pulverized wood, combined with regenerators to extract heat from flue gases and simultaneously preheating the combustion air.The thesis contains a description of the suggested system, theoretical considerations, calculations regarding the combustion, and includes results from tests performed.The results from calculations and tests performed concludes that the system is workable and possible to apply..

The aim of the study was to investigate peer interaction among toddlers 12 to 30 months of age and the teachers? ways to direct the children?s play in outdoor free play situations in a Swedish preschool. Data was gathered through direct observation, and the phenomenology of Merleau-Ponty in combination with the assumption of children as social actors built the theoretical framework of the study. The results showed that the toddlers used different strategies to invite peers to interaction and made use of strategies in entering ongoing play that previously have been observed among older preschoolers. These strategies, bodily and therefore in accordance with the phenomenological approach, support the assumption of toddlers as social actors that actively engage in and make sense of their life worlds in the preschool.

The purpose of this paper is to contribute to a deeper understanding about the acceptance of wind power. Our basic assumption is that local conditions are important and can explain how the acceptance of change at different stages of establishment. The main purpose is to see if there are differences in the acceptance of wind power in different stages, and examine the factors that influence acceptance. That includes how people in three different areas of study estimates that they value their environment and how it is affected by wind turbines. The project was conducted interdisciplinary geo-targeted and consists of three parts.

AbstractPurpose/Aim: To study how Piratbyrån argues for a free distribution of information and culture products and to find a possible ideological explanation for their argumentation.Method/Material: I have used a rhetorical analysis to study and describe Piratbyrån´s website, a website that promotes free distribution of information and culture products. I have done so to find out how Piratbyrån argues for a free distribution and to find out what ideological foundation their argumentation is based on.Main results: The main results of the study show that Piratbyrån uses a variety of rhetorical techniques depending on the subject and purpose of the analyzed text. Their main arguments both promote their own thesis and argue against the copyright industry. The main part of the argumentation is based on logical and factual arguments, but parts of it also rely on an emotional appeal to the reader?s heart in order to persuade.

This thesis deals with two types of agrarian remains in relation to settlement remains; clearance cairns, low stone walls and house terraces in the area of Northeastern Uppland and the area north of Lake Mälaren, during the middle Iron Age. The aim whit this thesis is trying to get a better understanding of the relation between agrarian and settlement remains in Uppland. Three places have been chosen where these three elements are present and they are interpreted through Richard Whites concept of middle ground but also Landesque capital. The three elements have shown to be expressed in different ways in all three sites. It is possible to see two areas with different traditions, but also to see two areas that closely interact with each other, this opens up for a new discussion around agrarian remains in both areas.