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Customer sattisfaction and its connection with financial results of retail chains
 Výletová, Zuzana ; Šálková, Daniela (advisor) ; Tomáš, Tomáš (referee)
This diploma thesis studies potential coherence between customer satisfaction and economic results of retail chains. The thesis consists of theoretical and practical parts. In the theoretical part important terms connected with satisfaction, customers, trade and retail are defined. In the practical part can be found questionnaire research results and revenues of each retail chain. Questionnaires which were focused on customer satisfaction are evaluated by pivot tables and the results are displayed in graphs. The thesis disposes of retail chains revenues from years 2012, 2013 and 2014. The main aim of this diploma thesis is to find out if there is a possible coherence between customer satisfaction and revenues of concrete retail chains. This possible coherence is investigated by correlative coefficient. Based on the results of this thesis suggestions for improvement of concrete retail chains are made.
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