|
|
Marketing Research
Nakano, Andrea ; Zadražil, Vojtěch (referee) ; Chlebovský, Vít (advisor)
This masters´s thesis deals with the marketing research and customer satisfaction analysis, which have been focused specifically Albert supermarket, located in Masarykově Square in Jihlava. The first part of this work summarizes the theoretical knowledge, such as the processes of marketing research, purchasing behavior and how to measure customer satisfaction. The second part is the practical part of the study, which examines the assessment of information obtained through the research, as well as recommendations. These should enhance the satisfaction levels of the existing and future customers and further improve the competitiveness of this business operation in its market sector.
|
|
|
Evaluation and Improvement of the Internet Marketing Strategy of an Existing E-commerce Business
Marcely, Peter ; Goga, Martin (referee) ; Chlebovský, Vít (advisor)
Úspech spoločnosti venujúcej sa elektronickému predaju je hlboko prepojený s nástrojmi internetového marketingu. Široká škála týchto produktov je zložitá na zoptimalizovanie a nastavenie celého procesu tak, aby pracoval efektívne. Efektívnosť v tomto prípade značí pozitívny návrat investície, ktorú do nástrojov vkladáme. Orientácia na zákazníka je dôležitý faktor pre všetky e-business spoločnosti. Zákazníci vyžadujú veľké množstvo doručovacích a platobných možností ako aj rýchlu zákaznícku podporu cez chat alebo telefón. Táto diplomová práca ukazuje všetky tieto aspekty a zároveň demonštruje praktické možnosti použitia internetového marketingu ako aj vylepšenú zákaznícku podporu.
|
|
|
Implementation of an information system for a store
Horovič, Michael ; Oškrdal, Václav (advisor) ; Novotný, Josef (referee)
Zavedení informačního systému pro obchod This thesis deals with the selection of the information system and compare sets of software solutions covering different areas versus implementation of ERP. Thesis brings process and the election of a comprehensive e-business solutions, accounting software, loyalty program, customer care and storage software for small stores. The first part focuses on the definition of basic concepts such as information systems, ERP and other important concepts necessary for this work. This part of thesis continues to describe information needs, collect and catalog of requirements for small stores. In the last chapters of the first part of the thesis conditions and specific areas of expertise, which is important for companies and the subsequent assessment of economic return. The second part is practically focused on store (boutique) Gentleport and online store www.gentleport.cz. The method of analysis of documents, observation and interviews with management defines the expected reality, needs analysis and requirements for trade. This section is also devoted attention to the description of appropriate systems - a set of independent software compared to implementation of ERP. The third part focuses on the selection of a supplier that meets the requirements of an information system for online store and store Gentleport. The final part focuses on the evaluation of the chosen solution. This section confirms or refutes the hypothesis given at the beginning.
|
|
|
Use of modern cutomer care tools for start-up project
Duchaň, Jan ; Pavlíček, Antonín (advisor) ; Galba, Alexander (referee)
Objective of this thesis is to propose optimization and expansion of the tools used for customer care from the perspective of communication with customers in a specific environment, commencing, thus start-up, project. The theoretical part explains the basic concepts that relate to the work environment, customer care, communication and technology, which are further used in the practical part. The practical part includes a closer acquaintance with the specific start-up project, including a list of used communication channels and tools that are further investigated to determine their effectiveness and use. Another part of this chapter is an analysis of available communication channels and tools of customer careincluding modern ,but also classical and their comaprison For objective and successful optimization is part of the practical part a sociological research, which examines the preferences of potential customers and their subjective evaluation of the specific variants of communication from the perspective of boosting confidence, or on the contrary loss of their confidence in the selection of the company. In the end of the chapter there is designed such optimization, which uses all the available tools modern and classical at minimal financial cost and also reflects the results of sociological research and analysis of originally used communication methods of start-up project.
|
|
|
Customer relationships in the selected company
BLÁHOVÁ, Adéla
The aim of this thesis is to provide a comprehensive overview of the customer satisfaction and Customer Relationship Management and to analyze the client satisfaction in the company ESSOX s. r. o. In the end I suggest specific recommendations to improve the quality of provided services.
|
|
|
Marketing research of customer care in the field of women's underwear
Doubková, Klára ; Horová, Olga (advisor) ; Konarovská, Helena (referee)
The bachelor thesis inquires into the customer care in the field of women's underwear and focuses primarily on helpfulness and sale skills of the staff, the specialized knowledge of the staff and the assortment of offered goods. The marketing research was based on the mystery shopping method in seven selected retail stores selling underwear. Seven independent instructed model customers participated in the mystery shopping. The research clearly shows that the staff employed in the stores is pleasant, but untrained, and the offered range of goods is definitely not able to satisfy all women. The situation is most critical in big chain stores.
|
|
|
Mystery shopping: Use and optimization methods for a particular organization in the Czech Republic
Křišťál, Jaroslav ; Král, Pavel (advisor) ; Polanecká, Šárka (referee)
The thesis is focused on the research method of Mystery Shopping, used for anonymous and impartial evaluation of service quality and customer service. In the theoretical part I will examine how and why the method is used, what is the procedure for its application and how the results are then interpreted. An important part is the ethical codes that are specific to this method. In the practical part I will use theoretical areas of knowledge which will then be applied into practice. In the selected company measures of the level of customer service are examined with the just-mentioned method. After the research I was able to reveal the company's management strengths and weaknesses in customer care, and advise them on which areas should be addressed in the next period. I also suggested ways to optimize methods for the mystery shopping company to give better information about the company's management level customer service to stores.
|
|
| |
|
|
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.
|
|
|
Solution for model of a selfcare portal for a telecommunication company
Meštellér, Tomáš ; Pour, Jan (advisor) ; Datel, Jan (referee)
Target of this work is to prove a necessity of a new comunication channel for customer care in a telecommunication company. This channel should be a selfcare portal. The thesis analyses an actual status of communication tools of local telco operators, further discuss a process of communication between customer and customer care centre with concentration on the most problematic issues. Based od this proces, the work projects a model of a selfcare portal and analyses all the effects and changes that have an influence on the problematic places of the basic process. Then, the thesis describes methods of testing the performance of this changed process and finally in the summary the thesis confirms the necessity of the selfcare portal as an ideal solution for communication between customers and telco operator.
|
guest ::
