|
|
Customer Satisfaction Analysis and Proposals for its Improvement
Honsová, Radka ; Technik, Jiří (referee) ; Schüller, David (advisor)
This work is focused on research of customer's satisfaction of company Gebr. Ostendorf - OSMA plastic processing s.r.o.. This company deals with manufacturing and sale of plastic sewer pipeline and operates in many countries. The aim is to analyze the level of customer's satisfaction and to suggest measures to enhance it. Work is composed of several parts. The first part contains theoretical sollutions to work. The following is an analysis of current satisfaction by questioning and evaluating questionnaires. In the last part we suggest own solution and evaluate its benefits.
|
|
|
Customer Satisfaction Analysis of Deloitte Belgium and Recommendations Regarding its Improvement
Kašová, Lenka ; Kábrtová, Jana (referee) ; Chalupský, Vladimír (advisor)
Diplomová práce se zabývá problematikou analýzy spokojenosti zákazníků společnosti Deloitte Belgie. Srovnává teoretické poznatky s praktickými dovednostmi získanými během stáže ve společnosti Deloitte. Metoda osobního dotazování byla použita za účelem získání cenné zpětné vazby od klientů a k provedení analýzy spokojenosti zákazníků. Na základě vyhodnocení bylo identifikováno několik oblastí vyžadujících zdokonalení a navržena opatření vedoucí ke zlepšení zjišťování spokojenosti zákazníků a zvýšení stávající úrovně spokojenosti zákazníků.
|
|
|
Chování návštěvníků gastro podniků Moravskoslezského kraje
Toflová, Klára
Toflová, K. Behaviour of visitors to gastronomic establishment in the Moravian-Silesian Region. Bachelor thesis. Brno: Mendel University, 2023. The main objective of the thesis is to evaluate the level of satisfaction with se-lected factors in gastronomic establishment in the Moravian-Silesian Region and how these factors influence customer loyalty. To achieve this goal, data was col-lected through a questionnaire survey. Questions are focused on customer’s satis-faction factors, their subsequent impact on loyalty and the influences affecting cus-tomers when they are seeking for new establishments and their reaction on dis/satisfaction with a business.
|
|
|
Nákupní chování a loajalita zákazníka na trhu kávy v České republice
Galušková, Klára
This diploma thesis deals with consumer behavior and loyalty in the Coffee market in the Czech republic. It contains a brief overview of the Coffee market in the Czech Republic, its size and its evolution. It maps the Coffee house market and based on primary data identifies preferences and factors that affect consumers the most when drinking or buying coffee. Primary data are obtained through questionnaire surveys (n=446) and in-depth interviews (n=5). Furthermore, quantitative research leads to the identification of the main factors that influence consumer behavior. Based on the results, recommendations for marketing strategies of market stakeholders are developed.
|
|
|
Factors influencing customer experience in context of new format retail stores
Brišová, Jana ; Koudelková, Petra (advisor) ; Jesenský, Daniel (referee)
The bachelor thesis "Factors influencing customer experience in context of new format retail stores" is focused on in-store customer experience phenomenon and on factors companies use in order to influence customers' purchasing behaviour and their decision-making pro- cesses. The theoretical part of the thesis explores, reviews and presents the theory on customer experi- ence, customer experience management, in-store customer experience and customer's internal responses to the marketing stimuli (cognitive, affective and physical) and customer's social interactions with other actors present in the retail store. By conducting a survey in a chosen new format retail store, the empirical part of the bachelor thesis then reviews the situation on the Czech market. It examines reactions, emotions, sensations and attitudes towards the retail shop- ping environment and subsequently analyses whether customer's loyalty is influenced by the character of those reactions.
|
|
|
Marketing Plan of a newly Emerging Fitness Center
Dušek, Vojtěch ; Čáslavová, Eva (advisor) ; Štědroň, Bohumír (referee)
Title: Marketing Plan of a Newly Emerging Fitness Center Objectives: The main goal of the diploma thesis is to create a marketing plan of a newly emerging fitness center in the Karlovy Vary region. The marketing plan will help the fitness center make long term profit and become popular with the public. Methods: The thesis will combine both qualitative and quantitative research methods. The pivotal method of the qualitative research will be observation which I will attempt to combine with informal interviews with the rival fitness centers' employees. The quantitative research will be represented by questionnaires. Based on the discoveries, I will construct Porter's five forces model, competitive analysis and SWOT analysis. Results: The marketing research has been simulated under the same conditions for two years. The comparative method was used which only confirmed that the competitive environment of the Carlsbad region is not intensive. The customer values the quality of equipment, comprehensive and modern service offering the most, that unfortunately it is not widely available, and therefore the satisfaction with competitive edge declines. According to research results and Poter's model Five Forces, it can be said that there is a gap in the market for establishing a new fitness centre. Keywords:...
|
|
|
Fitness Center Competition in the Karlovy Vary District
Dušek, Vojtěch ; Čáslavová, Eva (advisor) ; Holánek, Michal (referee)
Title: Fitness Center Competition in the Karlovy Vary District Objectives: The bachelor thesis deals with the competitiveness of fitness centers in the Karlovy Vary district. The competitive ability of the mentioned facilities will be determined based on a marketing research with customers and employees of such facilities. The research will combine both qualitative and quantitative methods. Its findings will provide an overview of these fitness centers and they will serve as a base for creating a guide book which should ease decision making for potential customers interested in this type of services. Methods: The study is based on theoretical knowledge related to the selected topic. Marketing research based on the method of survey was one of the most frequently used methods for enquiring about customer satisfaction. Results of the individual questions of the questionnaire are shown in the graphs. Based on their interpretation was rated the state of competition of fitness centers in the district of Karlovy Vary. For further information about the competition I did interview with the employees of individual fitness centers. Then I worked Porter analysis of competitive forces. Results: Research results confirmed that the competition in Karlovy Vary region is not very intense. Factors such as quality of...
|
|
|
Loyalty of Prague fitness centers members
Soukeníková, Karla ; Šíma, Jan (advisor) ; Štědroň, Bohumír (referee)
Title: Loyalty of Prague fitness centers members Aim: Aim of my essay is to analyze loyalty of Balance Club Brumlovka customers. Methods: In my essay I have used quantitative research method - electronic questioning through Net Promoter Score. Questionnaires were sent through email to current Balance Club Brumlovka members and the whole process of data collection took around 2 weeks. The results were evaluated in computer software and well-arranged into graphs and charts. Results: As result I found out that most of Balance Club Brumlovka customers are very loyal. More than 25 % of respondents are members since establishment of this popular health club, which means for more than 7 years. My research was conducted among 492 respondents and most of them would recommend Balance Club Brumlovka further or they have already done so. The most important attributes in their decisions when choosing health club are atmosphere, professionalism of employees and quality of services. I have also attached recommendations and suggestions how to keep and exceed customers expectations and how to increase loyalty of balance Club Brumlovka members even more. Key words: Customer, customers loyalty, marketing research, fitness, Net Promoter Score, index of customers loyalty
|
|
|
Competition of fitness centres in the Prague - West and loyalty of their customers
Čmakalová, Hana ; Čáslavová, Eva (advisor) ; Havrdová, Jana (referee)
Title: Competition of fitness centres in the Prague - West and loyalty of their customers Objective: The objective of the thesis is to analyse competitive environment using the marketing mix of selected fitness centres in a competitive environment of Prague - West and to examine customer's loyalty with regards to these sport centres. Results of marketing research will be the main part of competitiveness analysis in this area and will serve as a basis for suggestions and possible improvements of these fitness centres. Methods: PEST analysis SWOT analysis Porters five forces analysis Marketing research - qualitative method - in-depth interview - quantitative method - questionnaires Results: The results of the research confirm that the competitive environment of Prague - West is quite intense and is divided into several smaller competitive groups in accordance with the transport infrastrusture. Individual fitness center see their biggest competitors in the immediate neighborhood (within approximately 10 km). For customers in this area, the price and availability, from which the customer loyalty is built, are especially important. Key words: marketing, competition, marketing mix, marketing of services, sport services, quality of services, customer's loyalty, fitness centre
|
|
|
Customer satisfaction analysis
Matějka, Michal ; Plánková, Lucie (referee) ; Chalupský, Vladimír (advisor)
This Master's thesis deals with analyses of customer satisfaction and loyalty to the GiTy, a.s. company. The theoretical part of the thesis explains problems of customer satisfaction and loyalty and their measurement. Furthermore, it deals with marketing research, with a focus on questionnaire-based data acquisition. The practical part of the thesis includes the company presentation, survey design and methodology of the data analysis. This part also describes the continuous customer satisfaction measuring system of the company. The implementation of this measuring system was the aim of this thesis.
|
guest ::
