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The Loyalty management concept as a key strategy of productivity and success applied in SKODA AUTO, a. s.
Paleta, Vojtěch ; Hnilica, Jiří (advisor) ; Pekař, Stanislav (referee)
It is not really easy to achieve high level in customer satisfaction regularly. It is not easy to well listen to the consumer's voice. But it is more difficult to achieve a degree of loyalty to the customer become a company promoter. It is very difficult to manage the loyalty. It is very difficult to motivate employees for mutual and effective cooperation and communication. This thesis is an innovative experiment, in which the author tried to create an applicable concept of corporate loyalty management with regard to the analysis of the customer's voice and financial performance of the company. The next author's aim was a creating new perspective on learning organization with created matrix of loyalty management combination. The work is systematically supported by business examples, research and best practices, and it is methodically applicable process for loyalty management applied the example of the car manufacturing corporation SKODA AUTO, Inc.
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Analysis of customer satisfaction in the hotel of Sheraton Prague Charles Square Hotel
Szabó, Tomáš ; Skokanová, Dagmar (advisor) ; Gardoš, Radek (referee)
This bachelor thesis deals with the issues of customer satisfaction in the particular Prague hotel. It attempts to describe the overall customer satisfaction and its development throughout the existence of the hotel. In addition, it analyses its impact on loyalty to the brand of the hotel brand and the willingness of customers to recommend the hotel to their friends. It stresses the impact of the benefit of hotel loyalty program to brand loyalty of the hotel. This thesis seeks to answer the previously specified hypotheses. It reveals particular influence between overall customer satisfaction and loyalty to the brand, also increasing levels of customer satisfaction in time due to better management experience in hotel management. The conclusion assesses the effectiveness of the owner's decision to change the general manager after five months since the opening of the hotel.
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Loyalty system of Lancôme Beauty Institute
Nováková, Šárka ; Zamazalová, Marcela (advisor) ; Marádová, Lucie (referee)
The aim of this paper is to evaluate the loyalty system of Lancôme Beauty Institute and ascertain with the use of questionnaire investigation the satisfaction of customers with offered benefits and alternatively suggest the possibilities of improvement of the system. The theoretical part is focused on the general definition of customer satisfaction. The important part is recruitment, maintaining and motivation of current and potential customers. The practical part describes the functioning of the loyalty system of Lancôme Beauty Institute, the stages of development and implications of changes in the loyalty system. The questionnaire investigation was used to ascertain the satisfaction with loyalty system as well as to find the main imperfections -- the data were gathered, classified and analysed.
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System of management and competitiveness of retailer
PIHEROVÁ, Jitka
This thesis, topically based in the system of management and competitiveness of retailer, is focusing on the management, the satisfaction of customers, the relationships with suppliers and clients and the analysis of competitors of the company Jana Vohryzková, which is using the business name: Vítěz, prodejna sportovních pohárů a trofejí. First part is dealing with theoretical basis which are necessary to compile the analysis of competition. Second part is divided into four chapters: Characteristics of retail, Analysis of relationships with suppliers and clients, System of customer service, customer satisfaction and Analysis of competition. Characteristics of retail focuses on the company development, process layout of sales unit, equipment of sales unit, range of goods and goods retailing. Company's main interest lies in both classical and Internet sale. Incomes from e commerce forms 58% of total incomes, incomes from store are remaining 42%. Therefore the analysis of competition includes two parts ? the analysis of competition of store and the analysis of competition of online store. Questionnaires regarding the customer satisfaction with both conventional store and Internet store are included. Customers were filling these in over a period of six months. 47 out of total 62 customers agreed to provide the information; consequently, 75.81% of customers participated in the poll. In 58 cases out of 76 the questionnaires were filled in along with their Internet order, which means that 76.32% of customers ordering in the Internet store answered the poll. Goal of this Masters' thesis is to suggest plans for sustaining and increasing the company's share of the market and to improve the satisfaction of customers in both conventional and Internet store.
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Assess the impact of quality management in the business to strengthen its competitiveness
NOVOTNÝ, Jaromír
The aim of this bachelor work is to evaluate the quality management system with the aspect on competitive advantage of the company GiTy, a. s., based in Brno. The company has been operating for over 20 years. The work is complemented with clearly organized tables and graphs. On the basis of the information (evaluation report IMS 2008), an analysis was made of the state of management of the quality management system, which was the basis for a proposal to improve. An analysis also showed that the company needed GiTy certification (QMS, EMS, ISMS) to obtain 88% of its sales. This finding can document the importance of the quality system in GiTy, but also on the Czech market. Incremental improvements to the proposal is the introduction of the cost of monitoring the quality of the company to better manage the money spent on quality. The main proposal is to improve the introduction of service management system (ISO 20000). This system of business in the beginning of the introduction of debit cost of 120000 czech crown, but the benefits will be substantially higher. The purpose of this system is to increase the level of service, reduce costs, risk and time to introduce new products and services, improve use of resources, increasing productivity and obtaining a competitive advantage over other providers of IT services.
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Using the tools of PR in the educational and training institutions
HAJSKÝ, Ondřej
The primary objective of this work was to introduce readers to the basic terminology in the field of Public relations and outline their ties to marketing communication. The practical part is focused (by using the results of a questionnaire survey and interview school management) determination of tools used in PR and their effectiveness, potential communication channels and factors that influence students'decisions on the selection of the following schools. After reading this thesis, the reader should have also an idea of how to evaluate the satisfaction of customers (in this case the students).
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Customer Care in Retailing Company
Sibřinová, Andrea ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
Bachelor thesis analyzes the strategy of customer care of IKEA company. The first part dealt with customer in general, its definition, relevance, segmentation, and its behavior. I have also focused on the theory of customer care. In the second (analytic) part I described and evaluated the company's approach to the care of customers. Using questionnaires, I examined the extent to which customers are familiar with services which IKEA offers, how often they use them and how they evaluate them. I elaborated and wrote down the results by means of graphs and tables. I proposed my recommendations on the end of my thesis.
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Quality improvement in client feedback process in Ceska sporitelna, a.s.
Burešová, Michaela ; Kořánová, Helena (advisor) ; Jakubcová, Jitka (referee)
The purpose of this diploma thesis is the fact that Ceska sporitelna a.s. doesn't succeed in fulfilling of the standard to solve 80 % of client feedback by 24 hours. The goal of this diploma thesis named "Quality improvement in client feedback process in Ceska sporitelna, a.s." is to define problem spaces of the client feedback process which are necessary to improve. At the beginning there is an explanation of some terms which are connected with a quality. Consequently there are mentioned certain methods of continuous improvement such as PDCA, Six sigma and so on. In practical part there is described contemporary client feedback process, they are introduced results of my own research and suggested ideas for improvement.
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French Paul on the market of the Czech Republic: enter, operation and other expansion possibilities of this chain of cafés and bakeries
Girmanová, Eva ; Postler, Milan (advisor) ; Pelantová, Dita (referee)
The bachelor thesis is dealing with the position of the French chain of cafés and bakeries Paul on the market of the Czech Republic. Its target is analysis of the present position on the local market and survey of the expansion possibilities into other places in the capital city and eventually into other cities in the republic. The part of the target is also the survey on the satisfactory of customers, which was realized with the use of questionnaire. The main resource of information was personal experience and the results of the questionnaire. The thesis is divided into theoretical and practical part. The outcome of the survey in the practical part is the satisfactory ratio and suggestions which could heighten its level.
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The analysis of the number of reclamations and of the reclamations handling process in the LASSELSBERGER, a.s. company
Davídková, Veronika ; Hykš, Ondřej (advisor) ; Plášková, Alena (referee)
Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.
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