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	Customer Satisfaction and Loyalty as an Element of Long Term Competitive Advantage Techlová, Veronika ; Chalupský, Vladimír (advisor) ; Lošťáková, Hana (referee) ; Šimberová, Iveta (referee) This thesis deals with measurement of customer satisfaction and loyalty among health care providers with services provided by particular pharmaceutical company. The main goal of this work is to develop methodology for measuring customer satisfaction and loyalty for this segment of services. The theoretical part deals with a summary of findings and approaches describing satisfaction and loyalty, and also review of the methods used for their determination. The thesis also analyzes the differences between two groups of customers and summarizes the differences identified in the primary research that was conducted. Primary research was conducted by having structured interviews with respondents from among health care providers (private versus state providers). Dissertation's conclusions correspond with professional resources and thus develop areas of knowledge about the characteristics of the examined service segment. Detailed record
	Customerr satisfaction of chosen company Francová, Jana ; Zeman, Jiří (advisor) ; Filipová, Alena (referee) The theses speaks about satisfaction of customer as about one of the most important factor of company's prosperity. Firts chapter is devoted to theory of marketing research. Second chapter speaks about satisfaction of customers. Third chapter includes facts about AV MEDIA, a.s. and its activities. Two researches about AV MEDIA's customers satisfaction are analysed in fourth and fifth chapter. The last chapter contains critical view of both methods which were used. There are also some recommendations in order to make measurements more efficient in the future. Detailed record
	Bank Controlling System Charvátová, Lenka ; Fibírová, Jana (advisor) ; Hájek, Radek (referee) This thesis describes and analyzes the most important areas of bank controlling. Amongst them are: cost management, planning and budgeting, and performance management. The thesis focuses on the newest knowledge in bank controlling and on best practice examples. The thesis also includes practice examples of some bank controlling areas of a particular Czech bank, ČSOB. Detailed record

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