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The Proposal of Customer Satisfaction Enhancement of Plzensky Dvur Restaurant
Marková, Denisa ; Babák, Dalibor (referee) ; Novák, Petr (advisor)
This bachelor´s thesis is concerned with the analysis of customer satisfaction of the restaurant Plzeňský dvůr. In the theoretical part it is concerned with the explanation of the fundamental terms which connect with these problems and methods of satisfaction recognition. In the practical part there is customer satisfaction determined by marketing research, which is based on enquiries through questionnaires. The result of this work is out put in the form of suggestions and recommendations, which should lead to an increase in the present level of customer satisfaction.
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The Proposal of Customer Satisfaction Enhancement of Plzensky Dvur Restaurant
Marková, Denisa ; Babák, Dalibor (referee) ; Novák, Petr (advisor)
This bachelor´s thesis is concerned with the analysis of customer satisfaction of the restaurant Plzeňský dvůr. In the theoretical part it is concerned with the explanation of the fundamental terms which connect with these problems and methods of satisfaction recognition. In the practical part there is customer satisfaction determined by marketing research, which is based on enquiries through questionnaires. The result of this work is out put in the form of suggestions and recommendations, which should lead to an increase in the present level of customer satisfaction.
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The psychological aspects of customer satisfaction in telecommunication services
Hassairi, Munír ; Rymeš, Milan (advisor) ; Michalík, David (referee)
1 Abstrakt: This thesis has focused on customer satisfaction. Mainly there are described the attributes that significantly influence the satisfaction. The research is based on service quality of mobile phone operators in Czech Republic. The first part describes the relevant theories in psychology field about satisfaction in different context - life satisfaction, job satisfaction and mainly customer satisfaction. There is mentioned the problem with definition inconsistency among authors and then is provided details about service quality theories and customer satisfaction attributes categorization. Finally there is chapter that concerns about the difference between derived and stated importance of attributes. The research object are the customers that use mobile phone services from three main operators in Czech Republic. The output is derived importance of the attributes which is calculated by multiply regression.
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The analysis of the number of reclamations and of the reclamations handling process in the LASSELSBERGER, a.s. company
Davídková, Veronika ; Hykš, Ondřej (advisor) ; Plášková, Alena (referee)
Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.
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