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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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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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Marketing Research of Customer Satisfaction
Grygová, Eva ; Ing.Jaroslav Štůla (referee) ; Šimberová, Iveta (advisor)
This thesis is focusing on proposition, implementation and evaluation of satisfaction questionary of customers at the VET clinic called TOSA. Theoretical part is focused on problems in marketing research, customers satisfaction and questionare as an instrument for collection of information. Practical part contains tasks such as familiarization with company, questionare processing, analysis of obtained data and suggestions for improvement that should carry on to enhanced satisfaction of customers.
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Proposal of Customer Satisfaction Measurement Programme
Macháčková, Radka ; Říhová, Lada (referee) ; Šimberová, Iveta (advisor)
This master thesis is focused on the measurement of customer satisfaction and building up the relationship between the company and the customer. The aim of this thesis is to apply gained theoretical data to practical measurement of customer satisfaction in H & M Hennes & Mauritz CZ, s.r.o. The task of the practical side is the proposal of improvement in providing services, according to the result of measurement of the customer satisfaction analysis which was implemented.
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Proposal of the Improvement of Customer Satisfaction Standard
Janoušek, Michal ; Fadrný, Miloš (referee) ; Šimberová, Iveta (advisor)
The thesis “ Proposal of the Improvement of Customer Satisfaction Standard” examines how customers are satisfied with the company STEL Hockey, spol. s r. o., which runs an ice hockey hall. The thesis contains an analysis of the company’s current state, marketing research of customer satisfaction, and suggestions on how to improve the present-day services as well as a proposal for introducing new services in order to enhance customer satisfaction.
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Marketing Research
Nakano, Andrea ; Zadražil, Vojtěch (referee) ; Chlebovský, Vít (advisor)
This masters´s thesis deals with the marketing research and customer satisfaction analysis, which have been focused specifically Albert supermarket, located in Masarykově Square in Jihlava. The first part of this work summarizes the theoretical knowledge, such as the processes of marketing research, purchasing behavior and how to measure customer satisfaction. The second part is the practical part of the study, which examines the assessment of information obtained through the research, as well as recommendations. These should enhance the satisfaction levels of the existing and future customers and further improve the competitiveness of this business operation in its market sector.
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Customer Satisfaction Analysis and Recommendations for its Improvement
Fajtová, Kamila ; Havíř, David (referee) ; Chalupský, Vladimír (advisor)
This bachelor‘s thesis deals with an analysis of customer satisfaction of zero-waste shop NEBALENKA. The theoretical part is focused on explaining the basic concepts related with marketing research. In the practical part is realized analysis of the company and obtained information from questionnaire survey is evaluated in detail. Based on the results of this research are recommended appropriate measures and strategies leading to increase a 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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Marketing Research
Veselý, Radek ; Pazdera, Přemysl (referee) ; Šimberová, Iveta (advisor)
This thesis lays emphasis on the satisfaction of the customer and building up relationship between the company and the customer. This thesis contains measurement of customer satisfaction with products and services offered by company CIPRES FILTR BRNO, Ltd. and the improvement suggestion of these services. Objection of marketing research is increase competitive advantage of company and attain better stability on extended industry market.
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Customer Satisfaction Analysis for AUTO DORDA Ltd. Company
Jirásková, Michaela ; Dlouhá, Štěpánka (referee) ; Chalupský, Vladimír (advisor)
The diploma thesis is devoted to the analysis of customers satisfaction at AUTO DORDA Ltd. Company. The theoretical section is focused on the way of the customer satisfaction analysis, marketing research and connected notions. Theoretical knowledge is used in the practical part, where there are results of the research implemented by GfK CZ company reviewed. Results of the research were the base for processing the questionnaire dealing with critical areas and it was given away to respondents, I mean AUTO DORDA customers. Proposals and disposals were compiled on the basis of gained information and they lead to increasing standard of customers satisfaction of the analysed company.
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