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Process of customer relationship management in Daetwyler company
Šedivá, Michaela ; Halík, Jaroslav (advisor) ; Jandová, Renate (referee)
This bachelor thesis is concerned with satisfaction of the customer from the beginning of business relationship until the supply to the customer. At first it describes key moments why the customer chooses company Dätwyler. After that it analyses present process of customer relationship management and also process of dealing with complaints. Following chapter interprets a relationship with the biggest customers. At last strong and weak aspects in customer relationship are analysed and alternatives of improving are suggested.
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Travel agreement
KRATOCHVÍLOVÁ, Aneta
A primary aim of this thesis is to analyse travel agreements of tour operators and travel agencies, in respect of their general terms and also the forms themselves. Besides this main purpose there are two additional ones - to research how the customers are successful in clearing their complaints about services provided to them (in case of the justified complaints) and to find out how the customers pay attention to control their personal data contained in the travel agreements and also how carefully they read general terms and conditions. All the mentioned aims have been achieved. The thesis includes two working hypotheses that were disproved after having got the respondents'answers.
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Dealing with complaints according to consumer contracts
DRBOHLAVOVÁ, Magdaléna
A consumer is not educated enough when it comes to the question of protecting his/her rights and he gathers information at random and according to his own needs. Only a minimum of consumers is informed about state institutions or citizens associations that cover this area. Also a minimum of consumer would turn to one of the state institutions or associations in case of an unsuccessful complain. More than a half of consumers claim not to be sufficiently informed about the return policy of the particular shop, but on the other hand a larger part of consumers is not interested in the return policy at all. Consumers mostly complain about goods with value higher than 1000 CZK, so more valuable things. They don?t bother with complain about goods with lower value e.g. chemist?s goods or groceries. Most of the time the complaint is dealt by repairing the good, followed by replacing it and in the last place is price reduction. Majority of small as well as big shops does not offer lending of similar product for the time of dealing with the complaint. Almost every one of the respondents welcomes a notice regarding the early handling of the complaint. In case of an unsatisfied result of the complaint the consumer tries to communicate with the seller further more. The same procedure is with the small and big sellers. The consumers almost do not look for the help with the state institutions or citizens associations although these institutions are willing to help and communicate with consumers.
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Liability for defects by the sale of goods in a shop
HAČKOVÁ, Kateřina
The aim of this thesis was to describe and analyze legislation liability of the seller for defects in the sale of goods in a shop and describe and analyze problems in the application of reclaims. Legislation has been described and analyzed in the theoretical part. In the practical part was a questionnaire survey which was done on the part of buyers and sellers. It was found that the buyer does not know what their rights are and what obligations, has sellers. More than half of the buyers had a problem naming the CR law, which deals with liability for defective goods. To improve this situation, it was proposed to create newsletters with advice how to proceed in the case rejected the reclaim and which institution to contact. It would be necessary to define precisely the term ?goods damaged by normal use of product? which is very common and controversial. The seller knows the laws better than the buyer, but their knowledge is not perfect. The proposed measures are consistent control compliance with laws and increase penalties for any violation. Czech seller works quite well, mainly because the reclaims are recognized as legitimate.
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Consumer protection on the footwear market
Šimková, Jana ; Horová, Olga (advisor) ; Součková, Veronika (referee)
This bachelor thesis is devoted to the consumer protection on the market of shoes. The aim of the thesis is to analyse consumer's knowledge in the field of shoe complaints, to explore their preferences when buying shoes, and find out their experiences with byuing shoes or else making a complaint about shoes. The secondary aim of this thesis is to find out the knowledge and experiences of the sellers on the shoe market. The consumer research was obtained by the method of questionnaire survey and the questionnaires were to the consumers mostly sent by the electronic mail. The seller research was obtained by the method of questionnaire surfy too, and was completed by observing. From the made market research follows, that the most of the consumers have ever made a complaint about shoes and only some of them know their rights, that belong to them from the law. The choice of the shoes is mostly determined by it's comfortableness, and the brand of the shoes is for the consumers choices only a little important. Not all shoe sellers did prove the knowledge, that they, as specialists in the shoe branch, should have had, and the behavior of the consumers, when making a complaint about shoes, showed up to be not always completely correct.
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Production order as an accounting case
ZBORNÍKOVÁ, Lenka
This thesis explains the theoretical knowledge of the methodology of accountancy in the working environment. It refers to the resolution of accountancy transactions in the production order from engineering industry. It describes how to register events of product manufacturing in accountancy. The essential objective of this work is to asses whether a particular manufacturing order has a economical and strategic importance for a company. The theoretical part is based on familiar information from marketing, accountancy, Czech legislation and the usage of accountancy software program SAP. Together with manufacturing program Oracle. The practical part describes the company for which the manufacturing order is carried out. It deals with individual phases of the work processes. The accountancy diary is set together with the use of intradepartmental applications in the software setting of SAP and Oracle. The final part of this thesis explains a complex estimation of the production, complaints procedure and possible financial problems for this particular manufacturing order.
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Choisen problems of the consumer protection
HUML, Jan
The main aim is to determine consumers' awareness of their rights in the area of consumer protection. Secondary targets are to explored the reason of ignorance of law, determine consumer satisfaction with consumer protection and design measures to improve the situation.
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