Between the years 2005 and 2015 cars and trucks have increased with 7, 7 percent inGothenburg. This will mean that in 2035 there will be 47 140 more vehicles. 70.000 of the550.000 people in Gothenburg is being exposed by a noise that is over the limit of 55 dBA. Vehicles incomplete combustion of hydrocarbons leads to a number of additional health problems. According to the Swedish transport department, closer to 3000 people dies prematurely in Sweden each year due to traffic air pollution.A measure to prevent and reduce the intense traffic involves emission requirements, congestion and traffic regulations. The city center of Gothenburg will on the first of October 2016 introduce a prohibition for heavy traffic around the area close to Domkyrkan between 11am - 05am a clock. The purpose of this study has been to investigate if a regulation of heavy traffic can be used as an instrument to contribute to a sustainable and environment adjusted city without affect the residents feeling of an attractive city center. On behalf of the municipal entity Traffic office Gothenburg City and the organization Innerstaden Göteborg a customer satisfaction index analysis (CSI) has been done. Performed in order to measure customer satisfaction before the regulation. The CSI model which is a result from this paper will be re-used after the regulation in order to identify the effects of the traffic regulation. CSI is a statistical method built upon indicators (questions) and latent variables (quality factors) related to a set of indicators. CSI is measured by the respondents answering questions through a 1-10 point scale where 1 is the lowest rating and 10 is the highest ratings. There are three standard questions which average rating creates the CSI value: How satisfied are you with the overall environment as it is today? How well meets the environment your expectations? How well relate this specific area with an ideal inner city environment?

Syftet med den här studien är att utforska initiativ som ökar kundnöjdheten i en kommunal verksamhet. En kommun, Helsingborg, som lyckats väl i att utveckla en hög kundnöjdhet i den nationella undersökningen Nöjd Kund Index inom myndighetsområdet bygglov har studerats. Studien har bedrivits utifrån tre forskningsfrågor: (1) Vilka initiativ har gjorts för att öka kundnöjdheten i NKI-undersökningen med avsikt att höja resultatet i den övergripande mätningen samt inom de underliggande bedömningsområdena?; (2) Utifrån tagna initiativ, vilka hörnstenar för offensiv kvalitetsutveckling har varit mest använda?; (3) Vilka övriga effekter kan en verksamhet uppnå genom att jobba med ett utvecklingsarbete i syfte med att öka kundnöjdheten i NKI-undersökningen?Studien tillämpar en kvalitativ metod med djupintervjuer som gjordes i Helsingborg men även i en annan kommun, Borås, som användes som referensobjekt.Studiens resultat visar på ett stort antal initiativ som kan tas för att öka kundnöjdheten. Studien bekräftar också tidigare belägg för vad som driver resultat och visar på en rad positiva effekter som ett utvecklingsarbete kan ha på verksamheter. Studien visar även att värderingarna för offensiv kvalitetsutveckling i hörnstensmodellen är väl förenliga med Tillitsbaserad Styrning och Ledning, TSL och visar att resultat som TSL åstadkommit i statliga verksamheter även är giltiga på kommunal nivå. / The purpose of this study is to explore initiatives that increase customer satisfaction within a municipality. One municipality, Helsingborg, which has succeeded in increasing customer satisfaction in the area of building permits in the national survey Satisfied Customer Index, SCI, has been studied. Three research questions have informed the study: (1) What initiatives have been introduced to increase customer satisfaction in the SCI survey, with the intention of improving results both in the overall survey and in the underlying assessment areas? (2) Based on the initiatives introduced, which cornerstones for offensive quality development have been most widely used?; (3) What other outcomes can an organisation achieve through development work aimed at increasing customer satisfaction in the SCI survey?The study applies a qualitative method with in-depth interviews conducted in Helsingborg, as well as in another municipality, Borås, which serves here as a point of comparison.The study’s result indicates a number of initiatives that can be introduced to increase customer satisfaction. The study also confirms previous evidence of what drives results and shows a number of positive effects that development work can have on organisations. The study also demonstrates that the values for Total Quality Management are compatible with Trust Based Governance and Management, and that previous results for the latter on the national level are also valid at municipal levels. / <p>2020-06-26</p>