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Analysis of Customer Satisfaction and Suggested Measures for its Improvement
Miškaříková, Ludmila ; Vašková, Eva (referee) ; Schüller, David (advisor)
This thesis focuses on the theoretical definition and description of issues related to customer satisfaction and loyalty, and also affects the appearance and behavior of the company's overall customer satisfaction. It also defines the basic methods and techniques of marketing environment analysis firm principles and a questionnaire survey. Theoretical knowledge is applied to specific manufacturing company, described the current situation, and including basic analysis of external and internal environment, concluded with a summary SWOT analysis. Based on a questionnaire survey found customer satisfaction, the company unveiled a wish and shortcomings perceived by customers. Use these outputs are set concrete proposals leading to a better company image and increase customer satisfaction.
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Customer satisfaction analysis
Matějka, Michal ; Plánková, Lucie (referee) ; Chalupský, Vladimír (advisor)
This Master's thesis deals with analyses of customer satisfaction and loyalty to the GiTy, a.s. company. The theoretical part of the thesis explains problems of customer satisfaction and loyalty and their measurement. Furthermore, it deals with marketing research, with a focus on questionnaire-based data acquisition. The practical part of the thesis includes the company presentation, survey design and methodology of the data analysis. This part also describes the continuous customer satisfaction measuring system of the company. The implementation of this measuring system was the aim of this thesis.
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Proposal of the Improvement of Customer Satisfaction Standard
Lusková, Michaela ; Filusz, Patrik (referee) ; Šimberová, Iveta (advisor)
This thesis was a research and analysis of the levels of different customer satisfaction standards in the family construction company. The analysis involved conducting internal and external environment assessments of the company. The data collected on customer satisfaction from clients was carried out by using a qualitative questionnaire method. This study provided the host family construction company with recommendations on how to develop the customer satisfaction standards, which in turn will improve their market position.
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Measuring Customer Satisfaction and Loyalty
Kurtin, David ; Schwarz, Erik (referee) ; Chalupský, Vladimír (advisor)
This Master´s thesis deals with the analysis of the factors influencing the customer satisfaction of RM Servis, authorised Peugeot car dealer. The aim was to set up useful method of measuring customer satisfaction, loyalty, and customer value. This would enable the company to follow the current situation, and to focuse on improvements. I have also included the suggestions on how to improve the overall customer satisfaction, and a calculation of an impact of the implementation on the profitability.
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Customer Satisfaction Analysis and Proposals for its Improvement
Honsová, Radka ; Technik, Jiří (referee) ; Schüller, David (advisor)
This work is focused on research of customer's satisfaction of company Gebr. Ostendorf - OSMA plastic processing s.r.o.. This company deals with manufacturing and sale of plastic sewer pipeline and operates in many countries. The aim is to analyze the level of customer's satisfaction and to suggest measures to enhance it. Work is composed of several parts. The first part contains theoretical sollutions to work. The following is an analysis of current satisfaction by questioning and evaluating questionnaires. In the last part we suggest own solution and evaluate its benefits.
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Customer Satisfaction Analysis of Deloitte Belgium and Recommendations Regarding its Improvement
Kašová, Lenka ; Kábrtová, Jana (referee) ; Chalupský, Vladimír (advisor)
Diplomová práce se zabývá problematikou analýzy spokojenosti zákazníků společnosti Deloitte Belgie. Srovnává teoretické poznatky s praktickými dovednostmi získanými během stáže ve společnosti Deloitte. Metoda osobního dotazování byla použita za účelem získání cenné zpětné vazby od klientů a k provedení analýzy spokojenosti zákazníků. Na základě vyhodnocení bylo identifikováno několik oblastí vyžadujících zdokonalení a navržena opatření vedoucí ke zlepšení zjišťování spokojenosti zákazníků a zvýšení stávající úrovně spokojenosti zákazníků.
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Chování návštěvníků gastro podniků Moravskoslezského kraje
Toflová, Klára
Toflová, K. Behaviour of visitors to gastronomic establishment in the Moravian-Silesian Region. Bachelor thesis. Brno: Mendel University, 2023. The main objective of the thesis is to evaluate the level of satisfaction with se-lected factors in gastronomic establishment in the Moravian-Silesian Region and how these factors influence customer loyalty. To achieve this goal, data was col-lected through a questionnaire survey. Questions are focused on customer’s satis-faction factors, their subsequent impact on loyalty and the influences affecting cus-tomers when they are seeking for new establishments and their reaction on dis/satisfaction with a business.
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Nákupní chování a loajalita zákazníka na trhu kávy v České republice
Galušková, Klára
This diploma thesis deals with consumer behavior and loyalty in the Coffee market in the Czech republic. It contains a brief overview of the Coffee market in the Czech Republic, its size and its evolution. It maps the Coffee house market and based on primary data identifies preferences and factors that affect consumers the most when drinking or buying coffee. Primary data are obtained through questionnaire surveys (n=446) and in-depth interviews (n=5). Furthermore, quantitative research leads to the identification of the main factors that influence consumer behavior. Based on the results, recommendations for marketing strategies of market stakeholders are developed.
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Factors influencing customer experience in context of new format retail stores
Brišová, Jana ; Koudelková, Petra (advisor) ; Jesenský, Daniel (referee)
The bachelor thesis "Factors influencing customer experience in context of new format retail stores" is focused on in-store customer experience phenomenon and on factors companies use in order to influence customers' purchasing behaviour and their decision-making pro- cesses. The theoretical part of the thesis explores, reviews and presents the theory on customer experi- ence, customer experience management, in-store customer experience and customer's internal responses to the marketing stimuli (cognitive, affective and physical) and customer's social interactions with other actors present in the retail store. By conducting a survey in a chosen new format retail store, the empirical part of the bachelor thesis then reviews the situation on the Czech market. It examines reactions, emotions, sensations and attitudes towards the retail shop- ping environment and subsequently analyses whether customer's loyalty is influenced by the character of those reactions.
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Marketing Plan of a newly Emerging Fitness Center
Dušek, Vojtěch ; Čáslavová, Eva (advisor) ; Štědroň, Bohumír (referee)
Title: Marketing Plan of a Newly Emerging Fitness Center Objectives: The main goal of the diploma thesis is to create a marketing plan of a newly emerging fitness center in the Karlovy Vary region. The marketing plan will help the fitness center make long term profit and become popular with the public. Methods: The thesis will combine both qualitative and quantitative research methods. The pivotal method of the qualitative research will be observation which I will attempt to combine with informal interviews with the rival fitness centers' employees. The quantitative research will be represented by questionnaires. Based on the discoveries, I will construct Porter's five forces model, competitive analysis and SWOT analysis. Results: The marketing research has been simulated under the same conditions for two years. The comparative method was used which only confirmed that the competitive environment of the Carlsbad region is not intensive. The customer values the quality of equipment, comprehensive and modern service offering the most, that unfortunately it is not widely available, and therefore the satisfaction with competitive edge declines. According to research results and Poter's model Five Forces, it can be said that there is a gap in the market for establishing a new fitness centre. Keywords:...
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