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Measurement of the Company´s Business Performance
Hnidáková, Kristýna ; Janoštík, Milan (referee) ; Bartoš, Vojtěch (advisor)
This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.
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Marketing Research of the Customer Satisfaction of the Company OKAY s.r.o.
Chrápavá, Lucie ; Jegrová, Šárka (referee) ; Novák, Petr (advisor)
This thesis deals with problematics of customer satisfaction in company OKAY electronics. The whole research and final asking were done in Brno, in two selected shops of the company. The work connects theoretical knowledge, from the field of satisfaction research, with the practical part made by asking customers personally. From those surveys the final conclusions and recommendations are made. Based on the conclusions from questionnaire result, some areas were defined, which should be improved by workers of company OKAY.
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NPS Customer Loyalty Analysis and Proposals for its Strengthening
Klvaňa, Martin ; Sieck,, Ellen (referee) ; Konečná, Zdeňka (advisor)
Tato diplomová práce je zaměřená na možnosti posílení loajality zákazníků společnosti Atlas Copco Compressor Technique. Teoretická část objasňuje pojmy jako marketingový výzkum, dotazník, zákazník či loajalita. Závěr první části je věnován modelu Net Promoter Score, programu, který je také použit k vypracování samotné analýzy součastné spokojenosti a loajality zákazníků. Výsledky z této analýzy spolu s pozorováním, které autor v podniku provedl, slouží v závěrečné části práce k návrhům, které by měly mít za následek zvýšení počtu loajálních zákazníků této společnosti.
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Loyalty programs as a CRM tool used by airline
Demčáková, Vanda ; Topolová, Ivana (advisor) ; Kubálková, Markéta (referee)
This bachelors thesis Loyalty programs as a CRM tool used by airline describes the importance of Customer Relationship Management in todays competitive market and explains basic concepts of a relationship between organization and customers, such as customer value, satisfaction and loyalty. In the practical part is the knowledge from theoretical part applied on the specific airline. The practical part presents an assessment and evaluation of the loyalty program OK Plus Partner. To carry out this practical part, a survey about satisfaction is used. Results of the questionnaire are analyzed and based on them, some recommendations for possible changes are made.
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Analysis of the loyalty program Expert Electro
Soukupová, Veronika ; Tahal, Radek (advisor) ; Otcovská, Simona (referee)
This bachelor's thesis analyses a loyalty program of a retail chain of electric goods that is called Expert Electro. The introductory theoretical part is devoted to the sales promotion and one of the tools of communication discipline, the loyalty programs. Following this tool, there are explained terms loyalty, commitment and satisfaction. Another part is devoted to a marketing research and especially a questionnaire survey that was implemented in the practical part. The main contribution of this work is an own exploratory probe. The main objective of the research was to suggest recommendations that could lead to more efficient management of the loyalty program called Expert Club. The constitutive goals had to determine what kinds of benefits the company should focus on and that the loyalty program and its benefits for the customers are sufficiently transparent. In conclusion, the results are evaluated along with the recommendations on the operation of the loyalty program Expert Club.
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Customer orientation in connection to system dynamics in Vodafone CZ, a.s.
Sedláček, David ; Malinová, Ludmila (advisor) ; Sigmund, Tomáš (referee)
The content of this diploma thesis is the analysis of Vodafone CZ, Inc. as the company, which is customer-oriented in close connection to the scientific field, system dynamics. Work contains definitions of basic theoretical concepts in the field of system dynamics, and the area of customer, especially his satisfaction and loyalty. In following description of the selected company, its basic characteristics and selection processes within the organization. Separate chapter describes methodology for measuring customer satisfaction, the Net Promoter Score. Either theoretical definition, either its practical use in society. One process is processed and selected within an proces analysis. Specifically, the inspection process, which is essential and necessary for the processing of customer interaction. The final part is the elaboration and validation of hypotheses, set out to verify the connection or relationship between the studied areas and subsequent benefit to selected society.
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Analysis of loyalty program in drugstores
Mydlová, Michaela ; Tahal, Radek (advisor) ; Koudelka, Jan (referee)
The bachelor thesis is focused on loyalty programs in drugstores. The aim of this study is to analyze and compare two loyalty programs in drugstores. The theoretical part focuses on the relationship between company and customer mainly based on creation of customer value accompanied by satisfaction and loyalty. The second and third chapter defines loyalty programs and marketing research. The practical part includes the analysis and comparison of loyalty programs in dm and Teta drugstores which is based on questionnaire survey. The conclusion includes research objectives and overall summary.
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Gamification usage in electronics stores in the Czech Republic
Mück, Martin ; Gála, Libor (advisor) ; Šebesta, Michal (referee)
This bachelor thesis deals with the term gamification and its use. The goal of this thesis is to determine the level of its use in electronic shops in the Czech Republic. The term gamification is explained at the beginning of the thesis, so the reader could understand next chapter. Subsequently key milestones are laid out and possible future trends and progress are suggested. In the next part of the thesis individual displays of gamification are described, their real use is shown on examples and types of users are characterized. The following part of the thesis provides characteristics of individual display of gamification, as well as their evaluation. Accordingly, the point rating system is developed to facilitate the evaluation of electronics stores. Finally, the thesis contains an analysis of the evaluation results.
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Loyalty program as a tool that increases customer loyalty
Mrvová, Lívia ; Tahal, Radek (advisor) ; Stříteský, Václav (referee)
Diploma thesis deals with the topic of studying loyalty program which is considered as a tool of maintaining and increasing customer loyalty of chosen target group to food chain stores in Slovakia. The target group includes women aged more than 15. The thesis is divided into theoretical and practical part. Theoretical part defines loyalty, loyalty program and its related concepts. Research methodology consisting of qualitative and quantitative components is described in this part as well. Practical part is focused on analysis and evaluation of information obtained from in-depth interviews and questionnaire survey. Aim of the thesis is to find out whether loyalty program influences customer loyalty of the target group in a significant way. Loyalty program Tesco Club Card is used as a representative example. Another objective is to determine what type of loyalty programs consumers prefer.
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