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Evaluation of Mystery Shopping in National Library of Technology 2015
Pavelová, Alena ; Orlová, Jana ; Chodounská, Alena ; Jindráková, Edita ; Kiknavelidze, Sandro ; Hrabovská, Tereza
V posledních letech knihovny po celém světě využívají metody ověřování kvality služeb formou tzv. mystery shoppingu. Národní technická knihovna se již podruhé rozhodla zvolit tento průzkum pro získání dat k evaluaci a rozvoji poskytovaných služeb. První testování knihovny proběhlo v roce 2014 a poskytlo teoretický i praktický základ pro přípravu průzkumu v roce 2015. Díky výsledkům z předešlého roku jsme mohli porovnat, zda došlo k úspěšnému zavedení doporučení z prvního mystery shoppingu. V roce 2015 bylo hodnocení více zaměřeno na samotné služby (otázky byly velmi specifické a šly více do hloubky oproti roku 2014). Vzhledem k tomu nebylo zcela možné srovnání všech výsledků z roku 2015 s rokem 2014. I v tomto roce byla na základě výstupů připravena SWOT analýza a sepsán soubor doporučení, který byl předán odpovědným oddělením. Z průzkumu vzešla také řada metodologických doporučení pro příští roky.
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Mystery shopping and its use in retail
Jech, David ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
The aim of my thesis is to describe the condition and form of using Mystery shopping at Globus. Particulary the use of this method of research that captures the behavior, appearance, product expertise and actions our staff in contact with the customer, as a useful tool for obtaining informations about the weakness and strengths of our services, behavior our employees, the possibility of differentiation from competitors and also as a tool for development and employee motivation.
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Specific tools for personnel management
Šperl, Václav ; Filipová, Alena (advisor) ; Šmíd, Jan (referee)
The aim of the thesis is to analyze the specific tools of personnel management, mystery shopping. This tool represents a fresh approach applied in the process stage of personnel management; however, it has a close connection with the marketing research, from which the data is based. For the purpose of analyzing the sub-segments of the market of services, sub-market analyses are handled, out which the main output of this work is drawn from. The obtained data are the bearers of information on the perception of the customer purchase decision process. Their further processing is performed as to deliver primary information value for the management of the organization.
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Pension Reform and Consumer Protection
Coňková, Zuzana ; Horová, Olga (advisor) ; Koudelka, Jan (referee)
The Bachelor's Thesis is aimed at a consumer protection in connection with the pension reform which was established in the Czech Republic in 2013. It is mainly focused on an offering of the pension savings and the supplementary pension savings and a providing of information about these savings. The goal of the Bachelor's Thesis is to analyse information which is published on websites of pension companies and provided by their employees at branch offices to consumers. The Bachelor's Thesis is divided into four chapters. The first chapter deals with the pension reform, the second chapter is about the consumer protection connected with the pension reform, the third chapter is focused on an author's own research and the fourth chapter is aimed at a valuation of the undertaken research. There is used a type of research which is called the Mystery shopping in the Bachelor's Thesis.
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Analysis of the client's preferences on a given bank.
Zelenková, Martina ; Procházková, Markéta (advisor) ; Bartejsová, Vladimíra (referee)
The subject of the thesis is to study the reasons why the GE Money Bank is not the most preferred provider of banking services from the client point of view. In the first part of the thesis, a theoretical basis will be established for the subsequent processing of practical knowledge. The second part is devoted to comparison of the GE Money bank and two other selected banks. The comparison includes areas such as bank product offers, the quality of the services offered on the Internet, Bank Branch and Customer Care Line. Subsequent findings are complemented with the results of marketing research. Finally, recommendations for GE Money Bank are set out, by implementation of those, the bank could become more preferred provider of banking services from the client point of view.
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Analysis of foreign clients’ service level on the Czech banking market
Maňourová, Kateřina ; Horová, Olga (advisor) ; Bulvasová Plášková, Patricia (referee)
This Thesis deals with the analysis of foreign clients' service level on the Czech banking market. The main aim is to evaluate the level of foreign clients' service at selected branches and specialised centres of five largest domestic banks, using the method of Mystery Shopping. Evaluation is enhanced by a survey which questions the satisfaction of foreigners with current banking services and their interest regarding specialised centres. Based on the results of the analysis the final recommendations are provided to banks and three determined hypotheses are confirmed or disproved. The thesis is divided into two parts. The theoretical part is focused on general specifications of the basic concepts and legislative regulations which have an essential influence on foreign clients on the Czech market, the evolution in the number of foreigners in the Czech Republic, the Czech banking market including profiles of domestic banks and the definition of marketing research. The practical part includes preparation and implementation of research at the bank branches, a survey among foreigners, research outcomes and subsequent recommendations to banks.
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Analysis of a marketing approach of selected e-shops providing food on the Czech market
Grusserová, Adéla ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
The final thesis Analysis of a marketing approach of selected e-shops providing food on the Czech market aims to examine and evaluate the quality of customer service provided by selected food e-shops. The quality is assessed and measured by specific mystery market research methods. After execution of the e-mail communication with each customer center, the purchase of certain goods on these e-shops was realized. Finally, the thesis evaluates the results of the research, gives the providers advice on acquiring new customers and suggests options for elimination of potential deficiencies.
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Mystery Shopping and its use in Bata Shoe Organisation
Čubíková, Aneta ; Průša, Přemysl (advisor) ; Kořen, Vojtěch (referee)
This bachelor thesis deals with mystery shopping method, which is one of the quantitative research methods in marketing. The main objective is to introduce this method and application of mystery shopping in chosen shops of Bata Shoe Company with the aim to propose possible recommendations for inspected stores. In theoretical part terms are explained such as marketing, marketing research, mystery shopping and its forms of his research. The practical part is based on mystery shopping in 17 stores of Bata Shoe Organisation in Prague and in Central Bohemia. The purpose of the practical part is to identify and evaluate knowledge of employees in stated issues and their willingness to give advice to customer during shopping.
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