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National Repository of Grey Literature 2 records found  Search took 0.01 seconds. 
Service quality monitoring in libraries (focused on university libraries)
 Kopecká, Miroslava ; Drobíková, Barbora (advisor) ; Stöcklová, Anna (referee)
This master thesis deals with service quality monitoring in libraries and it focuses especially on the situation in university libraries. There are foreign tools described in this thesis, namely the American LibQUAL+® which uses user satisfaction surveys, and German Bibliothekxindex which compares libraries according to recieved statistical data. From the Czech environment there is an initiative of the National Library of the Czech Republic described, "Benchmarking of Libraries", which is based on the German Bibliotheksindex but it is not applicable in university libraries. The thesis includes a self made suggestion on how to monitor service quality according to both of the foreign tools which was also applied to a selected university library. The results of this research indicate that these foreign tools are applicable in the Czech Republic and that the selected university library provides services which its users are overall very satisfied with.
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Customer Satisfaction Research in the Private Healthcare Facility
 Pravdová, Magda ; Plášková, Alena (advisor) ; Hodyc, Daniel (referee)
The thesis is focused on specifics of quality and customer satisfaction in health care. The theoretical part of the thesis summarizes the status of this issue in the literature; it compares theoretical approaches to quality that are generally applied and approaches that are recommended by authors for the health care sector. This part uses the Czech and foreign literature. The practical part of the thesis provides an overview of a current state of health care facilities, presents characteristics of the society where the research was conducted and its products. A satisfaction customer research is presented on a concrete example of a private eye care facility. Outcomes of the research are analyzed. Data obtained by the analysis are synthesized, the conclusion is made and further actions are suggested.
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