Customer Behaviour – Bc. Tereza Pavelková

Abstract:

Abstract The topic of this diploma thesis is Customer Behavior. Comparison and analysis of before and during the COVID-19 situation at a large international car rental company whose business success is primarily in service and is deeply focusing on Customer Behavior. The aim of this diploma thesis is to give short explanation of differences between words “Consumer” and “Customer” that are very often confusing and mixed. Then there is shortly explained the pandemic situation, its origin and impact on the businesses. There will be explanation and demonstration such as graphs, charts, etc. how this pandemic situation affected Customer Behavior. Especially in the travel industry and rent a car industry. For evaluating this pandemic situation and changes of Customer Behavior there is analysis of client’s satisfaction used called net promoter score. This evaluation process helps many companies to get to know Customer’s feelings and experience with some certain service. Questions of the used query are part of everyday life, but people often do not know what is done with them further. The diploma thesis is showing the process of elaboration these queries. The observation was done in an application of unnamed rental car company. The diploma thesis deals with the practical monitoring of theoretical concepts such as customer relationship management (CRM) and costumer behavior. The thesis is divided into two parts. The theoretical part focuses on information about costumers in general and its basics such as definition, importance, types etc.…Henceforward there is explanation of Customer Relationship Management and Customer Behavior itself and impact of the pandemic COVID-19 on travel industry, especially car rental industry. The practical part introduces several outputs from application designed to measure customer feedback and behavior. This outputs are in charts, which monitor the differences of results in year 2018 and the first year of COVID-19 a year 2020. The charts further show how customer behaved before pandemic situation and during pandemic situation. Charts are monitoring the performance of operations in the smallest countries of corporate Europe. One region represented by the Czech Republic and Slovakia and on the other hand Belgium and Luxembourg. …víceméně