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Customer Satisfaction
Pišková, Martina ; Holendová, Petra (referee) ; Schüller, David (advisor)
The thesis deals with the analysis of customer satisfaction of the internet shop Nejbaby, s. r. o. The first part explains the theoretical concepts associated with the chosen theme. The second part is devoted to analyses of the external and internal surroundings of the selected enterprise and also includes a marketing research containing data collected via customised questionnaire. Based on the questionnaire assessment, proposals are presented in the last section, aiming to increased customer satisfaction.
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The Utilization of Loyalty Program in a Assistcar s.r.o. Company Strategy
Kalman, Robin ; Dohnalová, Aneta (referee) ; Chalupský, Vladimír (advisor)
The subject of this diploma thesis is the creation of loyalty program for Assistcar, s.r.o. This company offers extensive services in the auto repair industry and the loyalty program is what the company is missing. The diploma thesis contains a theoretical, analytical and practical part. In the first part the theoretical basis is elaborated, which is necessary for the correct creation of the loyalty program. The analytical part consists of an analysis of available and functioning loyalty programs. Further analysis of competitive programs and the whole business. The practical part includes the creation of a specific loyalty program for the company.
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Restriction of Performance of Other Gainful Activity During the Employment Relationship
Šimon, Pavol ; Pichrt, Jan (advisor) ; Morávek, Jakub (referee)
Title of thesis: Restriction of Performance of Other Gainful Activity During the Employment Relationship Abstract This diploma thesis deals with the issue of restriction of performance of other gainful activity by employee during his employment relationship. In accordance with the wording of the legal provision governing the employee's obligation not to compete with his employer by performance of other gainful activity, it may seem that this is fairly clear regulation. However, further examination provides more detailed view that the provision conceals several aspects which may be confusing for employees. Such misunderstanding of this restriction may frequently lead to breach of that duty, without awareness of employee. It is therefore no exception that the Supreme Court of the Czech Republic often deals with the settlement of disputes concerning void termination of an employment relationship, which occurred by the employer due to a breach of the employee's obligation not to perform other gainful activity which is prohibited by law. By studying this case-law thoroughly, it is possible to find out boundaries between what is considered to be a violation in question and what is not. In fact, the legislation imposes the restriction on the performance of other gainful activity on the employer's scope of...
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The Meaning of the DekaCert System for Charity Work
Hojná, Kateřina ; Ovečka, Libor (advisor) ; Sládek, Karel (referee)
The accompanying organisations established by the various churches, such as Charity of the Czech Republic, have their own specific system of values and specific managerial aims. They, however, employ people regardless of their religious practice or their being or not being a member of a church or religious societies. The aim of the thesis is to ascertain whether a system of ethical values, namely the DekaCert system, is a suitable tool to enhance the feeling of freedom and the level of loyalty of the non-practising Christian Charity employees. The thesis thus tries to answer the question whether training in the DekaCert system and its practical use helps these employees to identify themselves with the Charity and at the same time to achieve the second managerial aim of Charity, which is to fulfil the commitment to the church. The thesis is divided into three chapters. The first chapter describes the specifics of leading a Charity; it explains the notions of freedom and loyalty. The second chapter focuses on the core of ethical values and the DekaCert system. The third chapter is experimental and it tries to ascertain the influence of DekaCert system on the feeling of freedom and the level of loyalty of non-practising Christian employees in Charities. The main research method was a qualitative...
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The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in the Czech Republic
Jiráková, Zuzana ; Polák, Petr (advisor) ; Doležel, Pavel (referee)
This thesis seeks to explain the dynamics influencing customer loyalty in the Czech market for mobile phone services. Customer loyalty is an important concept in such a saturated market where acquisition of new customers nearly always merits convincing them to leave their current provider, so customer retention is a more adequate strategy to ensure business prosperity. Structural equation modeling is employed in order to build a reliable model which would explain the relationships among the concepts of customer satisfaction, customer loyalty, service quality, and the role of switching costs. The results yield supporting evidence for the positive relationship between service quality and customer satisfaction, as well as the positive relationship between customer satisfaction and customer loyalty. There is no conclusive evidence for the impact of switching costs on the satisfaction-loyalty link.
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The concept of due managerial care in Czech legal order
Dvořák, Michal ; Josková, Lucie (advisor) ; Eichlerová, Kateřina (referee)
1 Abstract This thesis deals with the issue of due managerial care in the Czech legal order. While using descriptive, analytical and comparative methods, it offers a complex discussion of this duty of members of statutory bodies of juridical persons which functions as cogent regulation of a certain level of loyalty and due care applied while acting on behalf of a juridical person. This work describes and analyses the mentioned issue. Sources of this thesis originate both from Czech and foreign legal backgrounds, some of the foreign ones include the Munich Commentary on the Act on Stock Companies or case law made under the law of the US state Delaware. In the beginning of this thesis, the nature of the relationship between members of statutory bodies and juridical person, which is determining for compensation of damage caused by the breach of duty to act with due managerial care, is inquired. Further, both components of the duty to act with due managerial care are individually explored, both the duty of care and duty of loyalty, along with commentary on the positives and negatives of their implementation in the Czech legal order. The thesis also deals with difficulties related to inverted onus of proof in proving compliance with the duty of managerial care or with the specific compensation for damage caused...
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Multi-partner loyalty programs in the financial sector
Táborská, Nikol ; Chylíková, Hana (advisor) ; Lukeš, Miroslav (referee)
The final thesis deals with multi-partner loyalty programs within the financial sector. The aim of the present work is to compare two types of loyalty programs, such as a point based scheme and money-back scheme (also called cash-back), focusing on the entities in the financial sector. The thesis is divided into a theoretical part that is dealing with marketing as whole, sales promotion and loyalty programs themselves. In the practical part, the companies and their loyalty programs are analyzed at the beginning of the practical part. The last part of this chapter presents the results of the analyzed comparison of the two types of programs. Finally, the main actual trends are presented at the end of this thesis, both for abroad and Czech Republic separately.
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Building a brand loyalty program for Deers Jewellery
Buchtová, Kristýna ; Kolouchová, Daniela (advisor) ; Machek, Martin (referee)
The aim of the work is to create a loyalty program for Deers Jewellery. Deers Jewellery is a Czech brand producing handmade design jewellery. The proposal loyalty program of will be based on data obtained through in-depth qualitative interviews and a quantitative questionnaire responded by Deers Jewellery customers. The thesis is divided into two parts. The theoretical part defines the concept of sales promotion and deals with its tools, namely with loyalty programs and customer loyalty. In the practical part, I will introduce the Deers Jewellery brand and carry out questionnaire survey to find out, who are the customers and how do they perceive the existence of loyalty clubs. The practical part also includes the proposal of the Deers Jewellery loyalty program.
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Make use of team-building activities for increase in motivation, performance and loyalty of employees in chosen company
Teplá, Karolína ; Legnerová, Kateřina (advisor) ; Šmíd, David (referee)
The goal of the diploma thesis was an analysis of an influence of team-building activities on motivation, performance and loyalty of employees in the Národní Pokladnice s.r.o.. The answers on the previous questions was found out by questionnaires among the employees of the company. The answers on the previous questions were found out via questionnaires among the employees of Národní Pokladnice s.r.o. company. The fact that the employees are more loyal due to team-building activities I can confirm on the grounds of the questionnaires as well as the team-building can have an impact on work performance derivatively thanks to pleasant working conditions, nice group of people and good relationships. The work relationships and motivation are topics full of contradictions in theory as well as in practise. In spite of that, the respondents tend to an opinion that the relationships are motives for them. A partial goal was to suggest a better way of organization of the event in the future or to decide whether to hold the event at all. The employees evaluate last events very positively and they are looking forward to the next one. I recommend to keep the general thought of the event but to diversify particular activities more in accordance with a difficulty.
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Analysis of customer satisfaction in particular accommodation facility
Lisovska, Khrystyna ; Vávra, Oldřich (advisor) ; Tahal, Radek (referee)
This thesis is devoted to analyzing the current level and historical development of customer satisfaction level in a hotel. The aim of such is to figure out, to what extent customers are content with accommodation and supportive services provided by the hotel, analyze in details the feedback provided by guests, discover the problematic areas and provide solutions to improve those. As a part of the thesis current approach to customer satisfaction measurement will be presented and recommendations will be made on how to modify it to reach more accurate and useful overview of the issue.
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