Customer experience (CX) in services

Ing. Clintu Victor

Master's thesis

Abstract:

The aim of thesis is to assess customer experience (CX) of the selected company to offer actionable insights to elevate service quality and foster customer loyalty. Marketing research will provide valuable insights into the factors that influence customer experience and propose recommendations to enhance service quality of the company. To achieve these objectives, a combination of primary and secondary data sources will be utilized. Primary data will be collected through the administration of questionnaires to customers, while secondary sources such as past studies and archives will be accessed from various databases to obtain reliable literature, statistical data and empirical findings. The outputs of diploma thesis will represent a valuable resource for businesses, shedding light on the critical importance of CX.

Keywords

Customer experience (CX), Customer loyalty, Customer service, Bajaj Auto

Jazyk práce: English

Datum vytvoření / odevzdání či podání práce: 29. 7. 2024

Obhajoba závěrečné práce

• Obhajoba proběhla 27. 8. 2024
• Vedúci: Ing. Kateřina Matušínská, Ph.D.
• Oponent: Ing. Veronika Kopřivová, Ph.D.

Silesian University in Opava

School of Business Administration in Karvina

Master programme / odbor:
Economics and Management / Business Economics and Management