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National Repository of Grey Literature

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The analysis of banking services and the organization of their management in selected banking institution DVOŘÁKOVÁ, Sabina The work is focused on the analysis of banking services and the organization of their management in Česká spořitelna. The aim of the study was analyzed historical and present management with potential suggestion for improvement the future and the assessment of results and customer´s perspective of competitiveness. The first part contains the review of the literature. There was described the necessary basis for the practical part. The most important part of the management function and new trends, organization and types of organizational structure, environment analysis, customer relationship management, the structure and phase relationship and the last topic of services and banking sector. The practical part contains the characteristics of the company, describes its history, the organization of Česká spořitelna and the Bank's current transformation. The own research consists of the questionnaire and SWOT analysis applied to Česká spořitelna. It was found that the bank is in a very stable and strong position, which it held for many years. However, it is necessary to strengthen the position and adapt to the increasing competition. The bank should follow the strategy of confrontation that uses strengths to avert any danger. From 2011 to 2014, in the bank takes place transformation. The conversion should contribute to better relationship with the customers and satisfaction of their needs. Detailed record

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