This thesis argues that established models of student satisfaction in higher education fail to take into account the contribution that students make towards their own learning and satisfaction and postulates a holistic model of student satisfaction. This thesis also highlights that student satisfaction is a slow and incremental process spread over several semesters and thus can more appropriately be understood longitudinally. Based on the conceptual framework, a theoretical model is presented and empirically explored using two datasets: a cross-sectional dataset comprised of 147 students and a longitudinal dataset comprised of 66 students. Both datasets were collected from students at Oxford Brookes University. The longitudinal data is collected for 2 years (4 semesters). A theoretical model is presented and tested for empirical support using structural equation modelling (SEM) for the cross-sectional dataset while SEM growth curve modelling is employed to analyse the longitudinal dataset. The results provide overwhelming support for the proposed theoretical model and confirm that student satisfaction is indeed a multi-faceted concept and cannot be understood solely on aspects of student learning experiences like many established models. It can more appropriately be understood using other concepts that signify the contribution of students in their own learning and satisfaction such as student engagement and student participation. The results also point out the significance of understanding student satisfaction longitudinally and give an insight into students’ growth trajectories as well as their perceptions about student satisfaction at different times during their course.

This study presents a data-driven simulation framework in order to understand customer behaviour and therefore improve customer retention. The overarching system design methodology used for this study is aligned with the design science paradigm. The Social Media Domain Analysis (SoMeDoA) approach is adopted and evaluated to build a model on the determinants of customer satisfaction in the mobile services industry. Furthermore, the most popular machine learning algorithms for analysing customer churn are applied to analyse customer retention based on the derived determinants. Finally, a data-driven approach for agent-based modelling is proposed to investigate the social effect of customer retention. The key contribution of this study is the customer agent decision trees (CADET) approach and a data-driven approach for Agent-Based Modelling (ABM). The CADET approach is applied to a dataset provided by a UK mobile services company. One of the major findings of using the CADET approach to investigate customer retention is that social influence, specifically word of mouth has an impact on customer retention. The second contribution of this study is the method used to uncover customer satisfaction determinants. The SoMeDoA framework was applied to uncover determinants of customer satisfaction in the mobile services industry. Customer service, coverage quality and price are found to be key determinants of customer satisfaction in the mobile services industry. The third contribution of this study is the approach used to build customer churn prediction models. The most popular machine learning techniques are used to build customer churn prediction models based on identified customer satisfaction determinants. Overall, for the identified determinants, decision trees have the highest accuracy scores for building customer churn prediction models.

Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result & Conclusions: This study found that live chat and e-service quality in E-CRM directly affect how satisfied a customer feel with a company in e-commerce, thus affecting trust as well. However, the findings also showed that not all customers could perceive all the effects of E-CRM on their satisfaction and trust.   Suggestions for future research: Other features such as electronic word-of-mouth, internet branding or internet prices are suggested for the future research to have an in-depth understanding of E-CRM effects. Future studies may combine data from both company and customers to increase the validity and reliability. Furthermore, the population of samples could be collected in others cities or countries than in Gävle, Sweden to generalize the result more. The contribution of the thesis: This study contributes knowledge about E-CRM effects in Swedish e-commerce. Some differences related to existing theories were found in this research such as the effects of gender on trust or effects of prices on relationship building. Understanding the customer perspectives on E-CRM effects enables companies to have a proper E-CRM implementation and training for their organization and employees.

Kundnöjdheten hos banker har under år 2016 sjunkit kraftigt. Bankerna omfattas av lagar och regelverk och kan antas ha ett strikt arbetssätt. I takt med nya digitala hjälpmedel försöker bankerna finna nya vägar att skapa en lojal kundrelation. Tidigare forskning har visat ett samband mellan empowerment och kundnöjdhet och utgör därför ett intressant ämne. Studien ämnar undersöka om banker strävar mot att öka empowerment hos de anställda på lokal nivå. Genom en undersökning av hur de anställda upplever styrning i bank kan studien bidra med insikten om empowerment är något som tillämpas i styrning. Genom en kvalitativ fallstudie har resultatet analyserats med hjälp av analysmodellen och antar ett abduktivt tillvägagångssätt. Analysmodellen har tillämpats på sex semistrukturerade intervjuer från individer med olika ålder, kön och befattning. Studien visar indikationer på att empowerment används som styrmedel på lokal nivå i banken. / Customer satisfaction in banks has fallen sharply in 2016. Banks are subject to laws and regulations and can be expected to have a strict working approach. In line with new digital devices, banks tries to find new ways to create a loyal customer relationship. Previous research has shown a link between empowerment and customer satisfaction and therefore constitutes an interesting topic. The study intends to investigate whether banks aim to increase empowerment at their local employees. Through a survey of how employees perceive governance in a bank, the study can contribute with the insight that empowerment is something that is applied to governance. Through a qualitative case study, the result has been analyzed using the analysis model and assumes an abductive approach. The analysis model has been applied to six semistructured interviews from individuals of different age, sex and position. The study shows indications that empowerment is used as an instrument of governance at a local level in the bank.

This diploma thesis deals with the customer satisfaction of the chosen construction company. The aim of the thesis is to analyze the perception of customer satisfaction in the chosen construction company and to use the questioning method to find the connection between the various elements of the marketing mix and their influence on the overall rating of the company by the customers. The first part describes the construction segment and its development. The analytical part deals with elements of satisfaction from the perspective of the owner of the company and from the point of view of customers through the questioning method. The results of both parts are compared and subsequent improvements suggested.

This thesis is focused on marketing research, concretely customer satisfaction. The aim of thesis is analysis of a given company, especially of customer needs and expectations, and analysis of customer satisfaction with offered products and services. In theoretical part there is defined the basis of marketing strategy based on customer orientation, especially customer satisfaction, methods and importance of customer satisfaction control and CRM process. Practical part is focused on research and includes the recommendations for company.

The theoretical part of the master thesis focuses mainly on particular methods to help to identify customer satisfaction with regard to the specific processes in the hotel industry. The practical part determines the customer satisfaction in the hotel Jalta. A customer satisfaction survey based on a research of the web pages www.hrs.com, www.booking.com, www.tripadvisor and the evaluation of questionnaires provided by the hotel Jalta has been carried out. In addition a mystery shopping with an enclosed report and suggestions for improvement were made. The goal was to examine the appropriateness of questions with regard to the output of information.

The purpose of this diploma thesis is the fact that Ceska sporitelna a.s. doesn't succeed in fulfilling of the standard to solve 80 % of client feedback by 24 hours. The goal of this diploma thesis named "Quality improvement in client feedback process in Ceska sporitelna, a.s." is to define problem spaces of the client feedback process which are necessary to improve. At the beginning there is an explanation of some terms which are connected with a quality. Consequently there are mentioned certain methods of continuous improvement such as PDCA, Six sigma and so on. In practical part there is described contemporary client feedback process, they are introduced results of my own research and suggested ideas for improvement.

The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republic and its after-market service. The theoretical part reviews the general academic literature connected with the topic. The practical part focuses on the company Hilti AG - a global premium provider of building construction tools and consumables in B2B segment, and examines especially its after-market service department. The first section of the practical part analyses the outcomes of the qualitative expert in-depth interviews with managers across different business units and departments and with real customers. The second part of the practical part proposes concrete steps that will lead to an increase of profitability and customer satisfaction.

This thesis deals with quality management concepts and their applications in the field of tourism services. The first part defines the basic concepts of quality issues and deals with the approach to its management development. It includes specifics of quality management in the Czech Republic and relationship of quality and competitiveness at the national and corporate levels. The next part is devoted to presentation of the main methods and concepts of quality management, from the simplest historic instruments over the methodologies of planning, optimization, evaluation, analysis and prevention of risks to the indication of the main international standards and models for complex their achievement and control. It is always commented on their suitability and possible links to tourism services, which are listed and defined in the thesis in the context of the main theoretical approaches to quality and its management in the field of services. The analytical part is devoted to analysis of approaches to quality in tourism and specifics of the national service quality systems in developed European countries (Spain, Switzerland and Germany). Their evaluation and comparison with the state of quality management in tourism in the Czech Republic is executed. Subsequently the merits of implementing a quality management system according to ISO 9001 in the hotel business is analyzed and evaluated. Data from the project TLT Benchmark of consulting company KPMG Czech Republic for the period 2009-2011 and data of selected tourism organizations are used. The final part of the paper presents a model solution to the National quality system of tourism services in the Czech Republic. This is based on comparisons and analyzes and presents its main components, namely the national quality standard, brand quality, and institutional security systems. The proposed model is the author's own solution based on theoretical knowledge and long experience in the field of tourism and quality management.