Problem: The main problem this thesis brings up is what impact factors like trust, commitment, communication between a company and its Costumers and value can have on costumer satisfaction on the basis of a relationship perspective.Purpose: The purpose with this thesis is to describe the importance of factors that can have an impact on customer satisfaction on the basis of a relationship perspective. To do this the author has looked into a company called Q-steps and conducted an investigation on their Costumers opinion of their relationship with the company.Method: An interview was held with Q-steps CEO Sören Levén as the basis of the thesis, as well as a questionnaire that was sent to the company?s existing Costumers over the web.Theory: In the thesis the author uses a model that describes factors that can have an impact on costumer satisfaction on the basis of a relationship perspective. This model is based on theories within relationship building in service companies.Conclusion: To be able to develop good relationships to their customers and as a result of this increase the level of costumer satisfaction, Q-steps has to take different variables into consideration. The main focus in this matter should lay on the variables that to a great extent affect the level of costumer satisfaction.

This essay is a qualitative study on quasimarkets in the field of home-help service. The main purpose of the study was to describe and analyze the function of Costumers choice from elderly persons point of view. The quasimarket in home-help service of Solna stad has served as an example. The questions raised in the study concerned the elderly Costumers opinion of the information about the different producers, what had influence on their choice, their attitude towards the freedom of choice, and their ability to act as consumers on a quasimarket.The method used was qualitative semi structured interviews. A majority of the elderly consumers appreciated the possibility to choose producer of home-help service.

It is mandatory for the countries in the European Union with company audit, still the countries can separately choose to exclude smaller companies from this rule. Most companies in the EU use this exception, Sweden is one of the few countries that does not. The Swedish government has recently announced that an inquiry will be made to examine the effect of an abolishment of the statutory audit for smaller companies.This study examines in what extent car selling companies use revised material when they give Costumers credit and the consequences of an abolishment of the statutory audit for these companies. The conclusion of the study is that car selling companies feel secure knowing that their Costumers have been audited. Most companies interviewed, buy credit information from external sources.The persons interviewed have a hard time knowing the outcome of the abolishment of the statutory auditing.

The technological progress of the world has had a massive effect on how we communicate with one and other, it also has had an big impact on how companies communicate with their customers and consumers. Today you cannot only communicate a ?promise to your Costumers and consumers you also have to ?deliver? what it is you promise. Strategic communication is today not only to market your product but to ensure that your strategic communication is shown even in you innovation, design and product development.  This thesis is conducted in collaboration with No Picnic AB.The purpose of this study was to get an insight in how Swedish companies use their strategic communication. We aim on bringing a new point of view of strategic communication with innovation, design and product development also as a communication channel.

The Swedish oligopoly system that prevailed within the provision-industry has during the latest years subsided. The competition on the market has increased when new participants were given the opportunity to enter the Swedish market. Today the provision-industry is characterized by different foreign participants. Among these new participants one can find Lidl and Netto, who have entered the market enable to provide the Swedish people with an inexpensive range of products. In pace with the growing rivalry the benefits favor the consumers whom are being given several options to choose between.

The purpose of this study was to investigate the connection between store layout and how it affects us as shoppers. We formed our research questions based on literature. The study was based on observations of shoppers without their knowing they were observed. We didn?t tell shoppers since the science of shopping says that shoppers pattern of movement is something that?s subconscious and if the shoppers had known it would have affected the result of the study.

The technological progress of the world has had a massive effect on how we communicate with one and other, it also has had an big impact on how companies communicate with their customers and consumers. Today you cannot only communicate a ?promise to your Costumers and consumers you also have to ?deliver? what it is you promise. Strategic communication is today not only to market your product but to ensure that your strategic communication is shown even in you innovation, design and product development.  This thesis is conducted in collaboration with No Picnic AB.The purpose of this study was to get an insight in how Swedish companies use their strategic communication. We aim on bringing a new point of view of strategic communication with innovation, design and product development also as a communication channel.

AbstractTitle:Behovet av kundorientering i fastighetsföretag, finns det?Author:Joel Nilsson ErlemanTutor:Agneta SundströmPurpose:Thru a quality point of view, examine and analyze how Akelius AB customer orientatesthem self in an area such as Brandbergen, were the demand is larger then the supply.Method:Through a qualitative research approach with an inductive and a hermeneutic orientation thestudy approaches Akelius AB and the company?s costumer orientation thru several interviews and asurvey. The gathered data?s purpose is to answer research questions to investigate how costumerorientations function and to how to implement it in real estate companies.Theory:The theory explains the meaning of customer orientation and its use in real estate companies.The theoretical discussion is based on a five-gap model, which is used to analyze the service quality inAkelius AB and to analyze the relation to their Costumers.Empire:The findings show how Akelius experience costumer orientation in Brandbergen and thecostumer?s perception of Akelius AB service quality.Analysis:Compares the theory and the empirical data to see the service quality thru using the GapModel.Conclusion:Akelius AB satisfy their customer?s need in what could be expected of them. In thesituation with increased demand and lower supply Akelius AB have the possibility to offer theirCostumers a much lower quality than the Costumers usually wants and expect.

The purpose of this thesis is to discuss how a Swedish public library approaches their Costumers. I will show how a library interacts with their Costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared.

AbstractThe purpose of this paper is to analyze TPL companies, and their collaboration with their customers from a TPL perspective. The paper intends to get a bigger understanding of their collaboration, advantages/disadvantages and how the collaboration can be improved. The foundation for the paper is obtained through questions that have been created from the chosen theories about supply chain, third part logistic (TPL) and lean production. We have had open interviews with five different conveyers where we have had our questions prepared and during the interviews asked new questions to get more distinct answers. When we subsequently analyzed the empirical material and by chosen theories we have been able to confirm that the collaboration between the TPL companies and their customers is more of a partnership character.

The retail banks are usually looked upon as conservative. Since the launch of internet banks in the 90's they have not developed much. Meanwhile the internet is developing in a fast pace and social websites are increasing in popularity. The purpose of this essay was to investigate how internet banking will develop in the near future based on interviews, literature and trend studies. With web 2.0 techniques the internet bank could develop to help the Costumers take more informed decisions regarding their economic situation.

AbstractTitle: ?A more humane and equal world? A consumers view on corporate social responsibility and the internet based apparel commerce.Author: Fanny Bergström & Isabelle BlancMentor: Emma SvenssonPurpose: The purpose of this thesis was to examine the attitudes and experiences of consumers in relation to Internet based commerce and corporate social responsibility. The study is based on the following questions; 1. How do Costumers perceive Internet based companies and their work with CSR-questions? 2.

Since the middle of the 1980´s the Swedish bank market has experienced a change concerning structure and pressure of competition. Before the year 1985, the market was characterized as a market with few operators but have changed to a market with many operators and seen as one of the most intense in Europe where the four major banks; Nordea, Handelsbanken, SEB and Föreningssparbanken together have a strong position. Their market share has recently decreased, mostly for the benefit of foreign banks and niche banks. The Swedish market has experienced difficulties in generating profits which mostly depends on new establishments that have increased the pressure on competition, a low growth as well as weakened customer relations. The development has resulted in a growing importance of market segmentation, mainly by the fact that Costumers have become more disloyal as a result of the increased competition.Students are a market segment of interest for the financial market, mainly because of the expectations of their positive financial situation in the future.

Problem - Det är ingen nyhet att människor idag överkonsumerar och att jordens resursersakta börjar tyna bort. Klädindustrin är ständigt i debatt om mänskliga rättigheter angåendeproduktionen. Barnarbete, långa arbetstider och farliga arbetsplatser är exempel på vad somdiskuteras. Fler och fler företag har dock börjat ta sitt ansvar i fråga om etik och miljö och detses idag som en självklarhet bland konsumenter. Problemet är dock att konsumenterna intevärdesätter de här initiativen utan de lägger större vikt kring pris och trend.

AbstractTitle: To Market a Company with the Help of Nationality ? A study in how marketing and branding works and is being perceived when it focuses on nationalityAuthor: Frida HanssonSubject: Media and Communication Studies CPeriod: Fall semester 2010Length: 38 pagesTutor: Else NygrenAim: Companies and various corporations are always on the hunt for the next big thing in marketing. One idea to market themselves and give them a chance to separate themselves from the cluster of companies aspiring to take your Costumers away could be to market themselves with nationality. To investigate why and how some company?s chose to market themselves with nationality, and also study how this kind of marketing is being perceived by customers and non ?Costumers.