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Business plan
Kodeš, Jakub ; Nedomová, Lenka (referee) ; Veselý, Josef (advisor)
Master's thesis was made due to a lack of culture in sales to final customers. The aim of emerging company is to highlight in these gaps and deliver customer solutions, which affects all processes in the company. Ultimately bringing to our customers improved communication with consumers, enhancing the prestige of the company and increase sales.
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Vybrané aspekty kvality činnosti bankovní pobočkové sítě
Vykoukalová, Nela
This bachelor thesis deals with assessing qualitative aspects of the branch net-work, building societies, namely the quality of the front office staff, who is largely involved in its activities. The aim of this thesis is to evaluate qualitative aspects of the activities of selected building societies branches operating on the Czech bank-ing market in terms of the quality of their front office staff using mystery shop-ping marketing tool with the focus on the quality of their front office staff. Based on the research investigations results all building societies are provided with rec-ommendations to remove identified weaknesses. There were also conducted three separate research surveys of financial intermediaries to extend The empir-ical part of the bachelor thesis.
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Business plan
Kodeš, Jakub ; Nedomová, Lenka (referee) ; Veselý, Josef (advisor)
Master's thesis was made due to a lack of culture in sales to final customers. The aim of emerging company is to highlight in these gaps and deliver customer solutions, which affects all processes in the company. Ultimately bringing to our customers improved communication with consumers, enhancing the prestige of the company and increase sales.
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The meaning and use of fictitious purchases.
BOUZKOVÁ, Renata
The aim of this diploma thesis is to evaluate the quality of the services provided in the selected sales unit by means of mystery shopping. The aim is to identify shortcomings and suggest possible solutions to them. The department store called PRIOR in České Budějovice was chosen for the work. A total of 24 mystery shoppings were made in October, November and December 2017.
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Service Quality
Nováková, Andrea ; Kala, Štěpán (advisor) ; Dana, Dana (referee)
This thesis deals with the evaluation of the quality of service in a selected subject, which is travel agency Čedok, Inc.
In the first part of the thesis the theoretical starting-points and characterized terms related to the issue of service quality are defined. To obtain information regarding the literature search was used literature and other resources freely available in electronic and printed character.
The second part includes a description of the company and analysis of the current state of the services provided by travel agencies using the methods of observation and survey. The method of Mystery Shopping uncovers weaknesses and is used as a feedback for further development. In the end of the thesis, there are some recommendations suggested for the company to improve service quality and increase customer satisfaction.
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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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Mystery shopping as an instrument of management
Janoušková, Gabriela ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
The thesis deals with mystery shopping as an important instrument of management, through its application in the company BAŤA, a. s., specifically in the store BAŤA Praha - Letňany. The aim is to apply the mystery shopping, which checks and then evaluates the appearance and tidiness of store, conduct, behavior, appearance and neatness of staff and also the level of customer service and to find out if the technical factors of store and the way of employees behavior to regular customers in the store, may be the cause of lower sales compared with the same period in 2014. The aim is also to propose recommendations to streamline the management of staff to improve customer service and remove deficiencies of service and store, which provide another increase of sales, increase of customer satisfaction and customer loyalty. The thesis is divided into theoretical and practical part. The theoretical part explains the concepts of management and mystery shopping. This part also deals with the different levels of management, developmental concept of management, inclusion of MS within the management system, its usability, users and also the advantages and disadvantages of its use, its particular phases, techniques and, ultimately, as well as its efficiency and success. The practical part deals with the application of research methods in the form of mystery shopping on the company BAŤA, a. s. in all its phases. Based on the information that has been processed to evaluate results, was evaluated appearance and tidiness of store, personnel area and also these two areas have been evaluated overall. The practical part of the thesis includes also suggestions and recommendations for the company BAŤA, a. s.
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The use of mystery shopping as a tool for the effective control of sales staff
Suková, Lenka ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
The thesis deals with mystery shopping and its use in practice. The goal of thesis is to identify and analyze the possibilities to use this method as a tool for the effective control of sales staff. The thesis is divided into three chapters. The first chapter contains information about retailing and its division. The second chapter deals with mystery shopping including: introduction of the method and its history, MS technics, internationally valid standards for MS and characteristic of the mystery shopper. The last chapter focuses on practical research which was carried out in cooperation with O'Neill company.
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