Customer satisfaction and how to measure it (case study) – Huong Thanh Duong
Huong Thanh Duong
Bachelor's thesis
Customer satisfaction and how to measure it (case study)
Customer satisfaction and how to measure it (case study)
Abstract:
Cílem této bakalářské práce je prokázat klíčové faktory, které ovlivňují spokojenost zákazníků a zjistit, jak ji zvýšit. V teoretické části je nejprve popsán zákazník a dále se zabývá jeho spokojeností a loajalitou. Následně je zde zmíněn také zákaznický servis. Druhá kapitola teoretické části se zabývá metodikou používanou pro zjišťování spokojenosti zákazníků. Spokojenost zákazníků se měří pomocí …moreAbstract:
The aim of this bachelor’s thesis is to demonstrate key factors that influence customer satisfaction and find out how to increase. The theoretical part contains the description of the customer, customer satisfaction and loyalty, as well as customer service. The second chapter of the theoretical part looks at the methodology used to measure customer satisfaction. Customer satisfaction is measured using …more
Language used: English
Date on which the thesis was submitted / produced: 27. 4. 2018
Identifier:
https://is.vsfs.cz/th/fy3dl/
Thesis defence
- Date of defence: 5. 6. 2018
- Supervisor: PhDr. Karel Eliáš, CSc.
- Reader: prof. PhDr. Karel Lacina, DrSc.
Citation record
Full text of thesis
Contents of on-line thesis archive
Published in Theses:- všem autentizovaným
Other ways of accessing the text
Institution archiving the thesis and making it accessible: Vysoká škola finanční a správníUniversity of Finance and Administration
Bachelor programme / field:
Economics and Management / Marketing Communication
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