|
|
Service Quality
Mouleová, Michaela ; Kala, Štěpán (advisor) ; Pavel, Pavel (referee)
This bachelor thesis Quality Management Service is focused on the quality of the offering services of the insurance company Generali a.s., to its agency offices, regional offices, where there is provision of services retailer versus a customer. It looks at the region as a unit this insurance company.
The aim of the thesis is to analyze the current status respectively offering quality services at these locations both from a customer perspective and from the perspective of the seller and on the basis of this analysis in the form of completed survey investigation and data processing in the form of a survey to evaluate the collected data and information of which will be set up their own proposal and recommendation for improving the quality of offering services of the insurance company.
In the theoretical part are listed and partially itemized substantively individual concepts that are closely related to the topic Quality Management Services on the basis of which the procedural progress and quality of services according to the professional literature.
The practical part is focused on familiarization with the results and evaluate their own work in the form of implementation of a questionnaire survey among randomly selected respondents / customers and dealers Generali insurance a.s., zooming way how to create a questionnaire, the reason for this questions asked , evaluation of individual responses in the form of text and tables. On the basis of this method is done its own comparison of the results of the collected data in the written and graphical form, leading to the creation of its own proposal and recommendation for improving the provision of services of the insurance company.
|
guest ::
