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Analysis of Customer Satisfaction and Suggested Measures for its Improvement
Killich, Ondřej ; Maštera, František (referee) ; Chalupský, Vladimír (advisor)
This master’s thesis deals with clients' satisfaction and loyalty to the company Kooperativa Inc., Vienna Insurance Group and its product, investment life insurance Perspektiva. The theoretical part explains the basic concepts related to this topic, analytical part, introduces the company, the product and carried out research. Final part, based on modern methods of investigation, proposes the recommendations of steps which increase the level of customer satisfaction.
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Fair remuneration in labour relations
Hammerle, Petr ; Morávek, Jakub (advisor) ; Matějka Řehořová, Lucie (referee)
Fair remuneration in labour relations This diploma thesis deals with the issue of fair remuneration in labour relations. It focuses in particular on the issue of equal remuneration, as this is an area that is currently coming to the fore both in terms of new legislative activity in the Czech Republic and the European Union, and in terms of some of the jurisprudential conclusions reached by the courts of the Czech Republic. The aim of the thesis is a comprehensive assessment of the current state of the matter in theory and practice and an outline of possible solutions to current problematic issues. The thesis consists of four chapters, the first of which deals with the topic in the most general terms, i.e. from the perspective of fair remuneration as a general principle. It analyses its meaning and content, and its relationship with other legal principles such as the principle of equality and the principle of equal treatment and non-discrimination. The second chapter provides a comprehensive overview of the legal framework for fair remuneration, from the relevant international conventions to specific national legislation, and looks in more detail at current issues in the legislation, particularly in relation to the new EU directive on transparency in pay. The third and fourth chapters address one of...
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Vplyv emócií na spokojnosť a lojalitu návštěvníkov destinácií Českej republiky
Šteflíková, Dominika
The thesis focuses on selected positive and negative emotions and their influence on the satisfaction and loyalty of visitors to destinations in the Czech Republic. The aim is to evaluate the selected emotions on visitor satisfaction and loyalty and based on the results, suggest recommendations that could lead to increased satisfaction and loyalty. The theoretical part is devoted to tourism and emotions, as well as their connection to satisfied and loyal visitors. The practical part includes an evaluation of a questionnaire survey based on the statistical method of Spearman's correlation coefficient and interpretation of the results.
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Vliv motivace na loajalitu zaměstnanců ve firmě působící v odvětví služeb
Riedlová, Petra
Riedlová, P. The influence of motivation on employee loyalty in a company operating in the service industry. Bachelor thesis. Brno: Mendel University, 2023. This thesis deals with employee motivation, satisfaction and loyalty. With the help of F. Herzberg's two-factor theory, information about the current motivational program of the chosen company and a survey conducted among employees, recommendations are proposed to improve the motivation and retention of satisfied employees. The first part is devoted to a literature search concerning organizational culture motivation, motivational theory, motivational tools and reward. The second part of the thesis is devoted to research and determination of recommendations.
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Spokojenost a loajalita zákazníků v gastronomických podnicích
Chornous, Alina
This bachelor's thesis deals with the issue of customer satisfaction and subse-quent loyalty in gastronomic establishments in Southern Moravia. Another goal of the thesis is to determine changes in customer behaviour due to the Covid-19 pan-demic. Auxiliary data for the problem analysis is collected through a questionnaire survey and evaluated using IPA analysis and statistical methods. After analysing the collected data to increase customer satisfaction, a proposal for solving the cri-sis aspects of gastronomic establishments is presented.
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Péče o zákazníky ve vybrané marketingové agentuře
Kovář, David
Kovář, D. Customer care in a selected marketing agency. Bachelor thesis. Brno: Mendel University in Brno, 2023. The bachelor thesis deals with the research of customer satisfaction in an unnamed marketing agency. The research is carried out by means of a questionnaire survey of the clients in marketing agency. The questionnaire research had a return of approximately thirty percent. Subsequently, anonymized research was carried out on thirteen competing marketing agencies. Based on results of both researches were created recommendations for improving the quality of care in the selected marketing agency. Costs were quantified to better prioritize the implementation in recommendations. Based on research conducted, it was found that the marketing agency has mainly satisfied customers and its service is of a high standard. The weaknesses of the marketing agency are speed, working with social media and inappropriate selection of some items for presentation to customers. Compared to competitors researched marketing angency has an advantage in the complexity of services and client education.
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Fans Perception of the brand equity of the HC Sparta Praha
Tománek, Dominik ; Voráček, Josef (advisor) ; Opelík, Daniel (referee)
Title: Fans' perception of the brand equity of the HC Sparta Praha Objectives: The primary aim of this thesis is to find out how the fans of HC Sparta Prague perceive the equity of this brand. The research will be conducted on the basis of quantitative research, which will be carried out specifically by means of electronic questioning. Methods: The thesis itself is based on theoretical knowledge related to the given topic, specifically the topic of brand equity, and to determine the perception of the brand value of HC Sparta Praha is used marketing research based on quantitative method of questioning, specifically electronic questioning. Results: The results of the research show that the fans of HC Sparta Prague are overwhelmingly men, a large part of whom have supported the club for more than 10 years. This group of fans is very loyal to the club, which is reflected in their frequent attendance at HC Sparta Praha home games, the purchase of merchandising items, and last but not least, the fact that being a fan of HC Sparta Praha is the most important reason for them to attend HC Sparta Praha home games. On the other hand, according to the results, the biggest current problem of HC Sparta Prague seems to be building its new younger fan base. Key words: brand equity, image, loyalty, merchandising,...
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Employee Benefits and Proposal for Development in Engineering Department of Selected Company
Tálský, Ondřej ; Millerová, Renáta (referee) ; Dohnal, Mirko (advisor)
Bachelor thesis describes method of remuneration by employee benefits in selected company. The theoretical part examines impact of surroundings on remuneration and various aspects of benefits. The practical part describes trends on market of benefits and analyse current situation in Thermo Fisher Scientific Brno s.r.o. with methods such as questionnaire, analyses, interview with management. It also describes options provided by cafeteria plan and its flexibility for benefits distribution to each employee. Suggestion presents benefits of cafeteria plan, how old and new benefits should be implemented into this plan, and what it costs.
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Research on the satisfaction of fans of a selected football club
Navrátil, Daniel ; Kaprálková, Michaela (advisor) ; Ruda, Tomáš (referee)
Title: Research on the satisfaction of fans of a selected football club Objectives: The aim of the bachelor's thesis is to find out the satisfaction and loyalty of the fans of the football club Sparta Prague, and then to divide the fans into segments according to age categories. The practical implication is then to find out what is important for these segments, so that the club can prevent their dissatisfaction, or to ensure their satisfaction. Methods: Quantitative research through a questionnaire was used to obtain relevant data. The survey took place electronically. Results: From the conducted research and its results, it appears that individual segments of the club have reserves in certain areas that can be used for improvement. Keywords: sports marketing, quantitative research, surveying, loyalty, fan satisfaction
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Quality of Sport Services at Relax active club Teplice
Zástřešek, Michal ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: Quality of Sport Services at Relax active club Teplice Objectives: The aim of this work is to evaluate the quality of sport services offered by Relax sport club Teplice. The secondary aim is to figure out the problematic points of service, which can lead to improving services offered to the clients and therefore improving their satisfaction. Methods: This thesis used a written form of inquiry, using the Likert scale to evaluate the fifth gap in the Gap model of service quality. A modified version of the SERVQUAL method for measuring quality of services was used, which was expanded from the original 5 dimensions into seven. The added dimensions were used because of the clubs focus on extensive options of service and a wide range of customers. Results: The survey identified the gaps between customer expectations and actual perceived value, which were used to determine problematic areas of the quality of services provided by Relax sport club Teplice. The results were positive. Tangibles, reliability, and responsible approach were the dimensions with the worst score. The SERV-score for tangibles was -2,85, for reliability -3,88 and for responsible approach -3,25. The survey revealed a problem in communication between the club and its clients. Positively evaluated was the wide range of services...
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