Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2020 / Over the past decade, under the increasingly competitive business environment, many sub-Saharan African ISO9001 certified firms are struggling continuously to improve their business processes. Adversely, the lack of continuous improvement after implementating ISO9001 in many services-oriented organizations in Gabon has contributed to the erosion of quality in service delivery. Thus, this study investigates the impact of ISO9001 on service delivery at the logistics department of a brewery in Gabon. The study also identifies the key factors affecting ISO9001 implementation in organizations and exploring standard measurements of ISO9001 on service delivery. A mixed-methods approach, which includes both qualitative and quantitative methods were used in this study. The researcher used qualitative techniques to collect data from interviews, site observations, and document analysis. A questionnaire (n=135) was distributed in the company to obtain an understanding of the views of the respondents. Data were analyzed through the Statistical Package for Social Science (SPSS) version 24. The Cronbach's Alpha value was used to measure the internal consistency of the dataset, and the Spearman‘s rank correlation tests was used to assess on the sets of questions/ statements posed to the logistics department employees. Ethical issues were well-considered during the research process. The research findings indicate that managers should ensure that employees are regularly trained, and, organizational culture is well established and understood by everyone in the organization.

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / In recent years, according to Osinergmin, the production of electrical energy has increased up to 2.4%. This sector represents 1.5% of GDP and encompasses more than 6.6 million users, so its consumption continues at a growth rate for the country's development. This growth depends on the response time that companies today provide users; many of them operate their logistics management manually and traditionally, which leads to delays in service and dissatisfaction of both the external and internal clients. Likewise, companies in the sector, by working traditionally, do not use technology as a point of competitiveness within the market, since 60% of companies use software for their operations. To do this, an agile logistics management model is proposed that will consist of reducing purchase order attention time by 50% and improving internal processes and procedures under the Lean Service methodology. It will start by identifying the main problem and the expected objectives, then the Lean Service, Business Process Management and Agile Logistics tools will be executed, which will help to reestablish new processes and procedures.

Master thesis is focused on research of customers satisfaction in IKEA Brno. The first part defines objectives of the work, including methods for achieving them. Furthermore there are processed theoretical bases which will be used in the analysis of the customer satisfaction. In following part there is a description of current state of the company and also the marketing research. On the base of obtained information there are created proposals and measures, which will lead to higher customers satisfaction.

The diploma thesis deals with the proposal for the improvement of the communication mix in a selected company. The thesis is divided into three parts. The first part focuses on theoretical knowledge about marketing and definitions of selected analyzes. The second part consists of analysis of environment of the selected company and marketing research concerning the satisfaction of the company's existing foreign customers. The final part contains the proposals for improving the communication mix, which were created based on the analysis.

This dissertation is going to ensure customer satisfaction of Mapal CZ s.r.o.. In order to establish their satisfaction various methods can be used. In this case a questionnaire method is used. The information gathered is evaluated, and based on the resulting outcome corrective measures are be taken.

MICHAEL DRÁPELA: Recommendation of strategy of quality in production plant. Brno: University of technology, Institute of business, 2008, 76 pages. Diploma thesis leader doc. Ing. František Bartes, CSc. My diploma work deals with the recommendation of strategy of quality in product plant. In the theoretical part I consider with the main type of strategy of quality and I indicate status analysis. In the practical part I implemented the theoretical solution to real situation within the corporation. I offer the final strategy of quality with several ideas that can help to improve the development of corporation.

The diploma thesis deals with customers’ satisfaction analysis with service quality focus on financial services. Based on the theoretical knowledge about customer satisfaction and methods of service quality research, the aim of this diploma thesis is to analyze current level of customer satisfaction with service quality in the selected company and to recommend possible proposals for its improvement.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019 / The delivery of exceptional services is vital to organisations’ sustained competitive advantage in today’s setting. When organisations are able to provide high quality services, they are able to meet customer expectations and satisfy them. Employees employed at service-orientated organisations frequently interact with consumers during which they represent both the organisation and the service provided. Satisfied consumers and motivated employees are of great importance in ensuring that government departments and municipalities meet their obligations. The objective of the study was to determine how employee motivation influences service delivery. The study found a positive association between employee motivation and service quality, leading to the conclusion that motivated employees deliver quality services. Thus, it is important for executives of organisations to ensure that employees are continuously motivated. The findings and conclusion lead to recommendations towards improving employee motivation to ensure improved service delivery.

Handelsbanken har de senaste trettio åren varit den bank med högst kundnöjdhet av de svenska storbankerna och är även den enda storbank som tillämpar en decentraliserad affärsmodell. Frågeställningen för denna studie lyder därför: Vad för betydelse upplever anställda att en decentraliserad affärsmodell har för en banks kundnöjdhet? Studien genomfördes utifrån ett kvalitativt tillvägagångssätt där intervjuer med anställda inom Handelsbanken jämfördes med det teoretiska ramverk för studien som utgjorde decentralisering, contingency theory, kundnöjdhet i tjänsteföretag och digitalisering. Studien visade att decentraliseringen inom banken leder till både nöjdare och mer motiverade anställda då arbetsuppgifterna är varierande, något som i sin tur leder till nöjdare kunder. Studien visade även att decentralisering leder till en effektivare beslutsprocess, detta eftersom de anställda har befogenheten att snabbt fatta beslut åt sina kunder då en god lokal kundkännedom finns. Huruvida den decentraliserade affärsmodellen är att betrakta som Handelsbankens framgångsfaktor kan studien inte säkert fastställa. Det framgår däremot att affärsmodellen har ett flertal positiva effekter som upplevs vara av betydelse för bankens kundnöjdhet.

Purpose: This study aims to develop and test a comprehensive model that begins with management commitment/concern and progresses through intermediate links of service climate and in-role frontline employee (FLE) performance to customer satisfaction and eventually to sales performance. Design/methodology/approach: Branches of a major retail bank in New Zealand serve as the study setting. Data pertaining to management commitment/concern and service climate were collected using an intranet survey distributed to the branch employees, and customer satisfaction data were gathered via mail questionnaires from the branch customers. Objective measures of in-role FLE performance and sales performance were provided by the bank from corporate records. Findings: Results showed that management commitment/concern was significantly related to service climate; service climate to in-role FLE performance; in-role FLE performance to customer satisfaction; and customer satisfaction to branch sales. Research limitations/implications: Testing viability of the model in other service sectors would be fruitful. Practical implications: Since service climate has a direct positive influence on FLEs' in-role performance, branch management should focus on creating a positive service climate by taking the necessary actions to improve training, rewards and technological support. Originality/value: The study uses an objective in-role performance measure in measuring branch employees' performance.