The thesis deals with the issue of customer satisfaction of the company MEDIfitness s.r.o.. Its aim is based on the analysis of business environment and the results of the survey of customers satisfaction to propose a series of measure to increase to level of customers satisfaction.Proposals which were leading to increased customers satisfaction, were processed in graphical and verbal form. The proposed solutions are based on the concept of Triple Constraint.

The models of performance measurement help in decision-making, reflecting the organization's strategy into a set of measures which are capable of performing the measurement of its performance. In this scenario, the present work has the objective to propose a model of performance measurement based on the satisfaction of company's customers Brasilata S/A. This model is responsible for indicator of customer satisfaction from the perspective of the Balanced Scorecard (BSC). The proposed model consists in the application of a diagnostic for measuring the satisfaction indicator applied to customers of the company. The modeling presents in its assessment phase, the index of individual satisfaction of each customer, thus permitting the comparison and discussion of the results obtained. It is concluded that it is possible to measure and evaluate the level of satisfaction of customers of the company object of study through the use of the proposed model, where it is found that the overall rate of customer satisfaction reached the level of 98.68 %. / Os modelos de mensuração de desempenho auxiliam nas tomadas de decisão, traduzindo a estratégia da organização em um conjunto de medidas capazes de realizar a mensuração do seu desempenho. Frente a este cenário, o presente trabalho tem por objetivo propor um modelo de mensuração de desempenho com base na satisfação dos clientes da empresa Brasilata S/A. Esse modelo é responsável pelo indicador de satisfação dos clientes na perspectiva de clientes do Balanced Scorecard (BSC). O modelo proposto consiste na aplicação de um diagnóstico para mensuração do indicador de satisfação aplicado aos clientes da empresa. A modelagem apresenta em sua fase de avaliação, o índice de satisfação individual de cada cliente, permitindo-se assim a comparação e discussão dos resultados obtidos. Conclui-se que é possível medir e avaliar o nível de satisfação dos clientes da empresa objeto de estudo por meio da utilização da modelagem proposta, onde se verifica que o índice global de satisfação dos clientes atingiu o patamar de 98,68%.

The Brazilian agriculture develops year by year. Nowadays, it is noticed that studies addressed for a constant increase for an implantations of technological systems in machineries and management of rural properties are accomplished, offering this way options in that the technology applied in a property can provide better results in production, in quantity, in quality, in cost for agricultures implantations, and in structuring of the soil focusing the environment. The applied technology can allow a variation of the dosage in elapsing of cultivation applying the dose already recommended for each bars lifted up, measured and implanted in the system. The objective of this work was to accomplish a survey of information and an analysis on distributors of fertilizers machines disposed in the Rio Grande do Sul State market, verifying if manufacturers of those machines uses some type of reference model for development of the product, looking for in that way to evaluate the level of satisfaction of the projetuais requirements, because, it is known that the deficiency in application of models for to project machines is enormous in Brazil, basing a lot on the " attempt " and " error", therefore, the demand of studies for the development of products is larger, in the search of the customer's satisfaction. The data were collected through the application of questionnaires to identify the occurrence of the accomplishment of the ten most important design requirements, already hierarchized by the tool QFD for its degree of importance, besides deepen the accomplish of pamphlets that characterize the models of distributors of fertilizers, as well as sites exploration linked to this type of machinery. The collection of information was accomplished and addressed the satisfaction of the requirements and users. The questionnaires were applied to technicians responsible for the analyzed models and to the own users, gathering information of each fertilizer dosager machine studied in the research, verifying if it accomplishes or not the requirements determined by Menegatti (2004). It is noticed, through this work that 18 (eighteen) models of distributors do not accomplish 50% of the project requirements, and that most of the models, 44 (forty-four) models of 69 (sixty-nine) analyzed accomplish 50% of the requirements exactly, and the maximum number of accomplished requirements was 7 (seven), where two models just satisfied those requirements. No model accomplished all the requirements, even so everyone accomplished some type of a projetual requirement, introducing none below 4 (four). With that, you can use this survey to identify the lack of each machine, allowing as soon as possible develop new actions in the projection of the machine so that it has the requirement of analyzed project and present satisfactorily. / A agricultura brasileira evolui ano a ano. Nos tempos de hoje, nota-se que são realizados estudos direcionados para um aumento constante de implantações de sistemas tecnológicos nos maquinários e gerenciamento de propriedades rurais, ofertando desta maneira opções em que a tecnologia aplicada em uma propriedade possa proporcionar melhores resultados na produção, na quantidade e na qualidade, no custo para implantação de lavouras, e na estruturação do solo focando para o meio ambiente. A tecnologia aplicada pode permitir uma variação da dosagem no decorrer da lavoura aplicando a dose recomendada para cada grade já levantada, mensurada e implantada no sistema. O objetivo do presente trabalho foi realizar um levantamento de informações e uma análise sobre as máquinas distribuidoras de fertilizantes disponibilizadas no mercado do Estado do Rio Grande do Sul, verificando se fabricantes dessas máquinas utilizam algum tipo de modelo de referência para desenvolvimento do produto, buscando dessa forma avaliar o nível de satisfação dos requisitos projetuais, pois, sabe-se que a deficiência na aplicação de modelos para projetar máquinas é enorme no Brasil, baseando-se muito na tentativa e erro , portanto a exigência de estudos para o desenvolvimento de produtos é maior, na busca da satisfação do cliente. Os dados foram coletados através da aplicação de questionários para identificar a ocorrência da realização dos dez requisitos projetuais mais importantes, já hierarquizados pela ferramenta QFD pelo seu grau de importância, além do aprofundamento de panfletos que caracterizam os modelos de distribuidores de fertilizantes, como também exploração de sites vinculados a este tipo de maquinário. A coleta de informações foi realizada e direcionada a satisfação dos requisitos e usuários. Os questionários foram aplicados a responsáveis técnicos dos modelos analisados e aos próprios usuários, reunindo informações de cada máquina dosadora de fertilizante estudada na pesquisa, verificando se ela realiza ou não os requisitos determinados por Menegatti (2004). Percebe-se, neste trabalho que 18 (dezoito) modelos de distribuidores não realizam 50% dos requisitos de projeto, e que a maioria dos modelos, 44 (quarenta e quatro) modelos de 69 (sessenta e nove) analisados realizam exatamente 50% dos requisitos, e o número máximo de requisitos realizados foi 7 (sete), onde apenas dois modelos satisfizeram esses requisitos. Nenhum modelo realizou todos os requisitos, porém todos realizaram algum tipo de requisito projetual, não apresentando nenhum abaixo de 4 (quatro). Com isso pode-se através deste levantamento identificar a carência de cada máquina, permitindo assim que possa desenvolver novas ações na projetação da máquina para que ela tenha o requisito de projeto analisado e presente satisfatoriamente.

Att använda djur inom turismindustrin är vanligt, trots det har lite forskning inom ämnet riktats mot människors etiska hänseenden. Turistaktiviteter som elefantridning, gå på delfinshow eller besöka djurparker är vanliga inslag under semestern. Denna uppsats syftar till att studera djurattraktioner utifrån olika svenska intressenters perspektiv och dess uppfattningar om djurattraktioner. Studien utgår från en kvalitativ metod där intervjuer har genomförts med följande intressenter: Kolmården djurpark, djurrättsorganisationen Djurens Rätt, researrangören NAZAR, samt besökare av djurattraktioner. Utöver det har även en platsobservation gjorts samt enkätfrågor delats ut på Kolmården. De valda teorierna för studien utgår från två huvudteman vilket är följande: “Djur och etik” samt “Djurens utrymmen i förhållande till besökarnas upplevelser”. I resultatavsnittet får läsaren ta del av de olika intressenternas syn på djurattraktioner inom turismen. Kapitlet presenteras med resultat utifrån producenternas perspektiv för att sedan övergå till besökarnas. Därefter analyseras resultatet i förhållande till tidigare forskning och teori. Slutsatsen av studien redovisas i det sista kapitlet med tillhörande diskussion. Resultatet visar att djurens välbefinnande är av största vikt för samtliga intressenter men att det finns olika uppfattningar om vilket tillvägagångssätt som är bäst för att säkerställa djurens välbefinnande i framtiden. / Using animals in the tourism industry is common, although some research on the subject has been directed towards people's ethical concerns. Tourist activities such as elephant riding, dolphin shows or visiting zoos are common features during the holidays. In this study, we will try to provide new knowledge about how visitors relate to and argue about animal attractions. This paper aims to study animal attractions based on the views of different Swedish stakeholders and their views on animal attractions related to tourism. The study is based on a qualitative method where interviews have been conducted with the following stakeholders: Kolmården zoo, animal rights organization Djurens Rätt, tour operator NAZAR, as well as regular visitors of animal attractions. In addition to this, a site observation has also been made and questionnaires were distributed at Kolmården zoo. The chosen theories for the study are based on two main themes which are: “Animals and ethics” as well as “Animal spaces in relation to visitor’s experiences”. In the result chapter, each stakeholder’s view of animal tourist attractions is presented. The chapter starts with the results based on the producer's perspective and then switched to the visitors. Thereafter, the result is analyzed in relation to previous research and theory. The conclusion of the study is presented in the last chapter, along with an accompanying discussion. The results shows that animal welfare is the most important to all stakeholders but there are different perceptions how to ensure the future for the animals.

As a result of a growing demand of fast produced fashion and new trends, it seems as if the consumers' needs are changing continuously. Furthermore, the product development of clothes often take place on expected demand and desires, several months in advance and not on request. The fashion industry faces further issues, for instance the difficulty of producing items with perfect fit and how to optimise inventory. Customisation, and more specifcally mass customisation could be a solution to these issues. It would be a way for companies to offer customised products for the individual consumer, but with a price similar to that of massproduction. Earlier research have claimed that digital technologies can be implemented by companies in combination with mass customisation to make their business more effective. How companies work with acitivites and resources to optimise the business process in-house is called operations management and can be crucial for the survival of a company. The aim of this essay is to understand how companies in the fashion industry can work with customisation and mass customisation with the support of digital technologies in order to be competative. Through working with this concept companies may meet the consumers' need and desires. We have, in the theoretical framework, used a model founded in the five dimensions: quality, speed, dependability, flexibility and cost. With these in mind we have studied three companies working with customisation. By doing that we have come to results showing that the concept of mass mustomisation affects all dimensions, but mostly quality. The concept can be used by companies to offer consumers what they demand when they demand it and thus create competitiveness. / Till följd av en växande efterfrågan på snabbt producerat mode och nya trender, verkar konsumenters behov i ständigt förändring. Vidare sker produktutveckling av kläder ofta på prognotiserade behov och önskemål, flera månader i förväg och inte på aktuell efterfrågan. Modebranschen besitter ytterligare problem, som bland annat berör svårigheter att ta fram plagg med en bra passform, samt att optimera lagerhållning. För att frånkomma dessa problemen kan kundanpassning och mer specifikt - konceptet mass customisation ses som en lösning. Det blir ett sätt för företag att erbjuda kundanpassade produkter för den individuella konsumenten, men med ett pris liknande massproduktion. Tidigare forskning har lyft fram digitala teknologier som kan implementeras av företag i kombination med mass customasition, för effektiviserade aktiviteter i verksamheten. Hur företag vidare arbetar med aktiviteter och resurser internt för att optimera affärsprocessen kan benämnas som operations management och kan vara avgörande för ett företags överlevnad. Denna uppsats syftar till att förstå hur modeföretag kan arbeta med kundanpassning och mass customisation, med stöd av digitala teknologier, för att skapa konkurrenskraftighet. Genom att arbeta med detta koncept kan företag i större utsträckning tillmötesgå konsumenters behov och önskemål. Vi har i den teoretiska referensramen utgått från en modell som grundar sig i de fem dimensionerna: kvalitet, hastighet, pålitlighet, flexibilitet och kostnader. Utifrån dessa har vi studerat tre fallföretag som arbetar med kundanpassning på något sätt. Således har vi fått fram ett resultat som pekar på att konceptet mass customisation påverkar samtliga dimensioner, men att det främst karaktäriseras av dimensionen kvalitet. Konceptet kan användas av företag för att erbjuda konsumenter vad de efterfrågar när de efterfrågar det och på så sätt skapa konkurrenskraft.

Syftet med denna uppsats var att undersöka hur logiverksamheter i Stockholms skärgård har recenserats på hemsidan TripAdvisor samt hur resesidans recensionsverktyg är utformat. Den metod som tillämpades var en innehållsanalys av 152 omdömen vid TripAdvisor. Vidare genomfördes observationer av hemsidan samt av dess poängsystem TripCollective. Fyra artiklar valdes som teoretisk utgångspunkt för denna uppsats. De två första artiklarna diskuterar hur konsumenter väljer att agera utifrån recensioner online. Vidare diskuteras i de två senare artiklarna vilka komponenter som är mest förekommande i omdömen om hotell. Undersökningen resulterade i ett empiriskt material som påvisar att TripAdvisors recensionsverktyg är utformat utifrån ett antal riktlinjer och förslag att följa. Om riktlinjer inte följs av hemsidans skribenter är det inte möjligt att publicera ett omdöme. De områden som var mest förekommande i omdömen om hotell och vandrarhem i Stockholms skärgård var följande: Restaurang (18 %), Logi (16 %), Värdskap (15 %) samt Miljö (14 %). Framtida konsumenter kan påverkas av skribenters förmedlade omdömen genom hemsidans poängsystem och dess recensionsverktyg TripCollective. / The aim of this study was to investigate how hotels and hostels in the archipelago of Stockholm has been reviewed on the website TripAdvisor. Another aim was to analyse how TripAdvisor’s review system is constructed. The used method for this study was content analysis of 152 reviews collected from TripAdvisor. Moreover, observations of TripAdvisor's review system and its point system TripCollective were executed. Four articles were chosen as the theoretical framework for the study in which the authors of the first two articles discuss how consumers choose to act based on reviews online. The authors of the second two articles discuss which components are most frequent in reviews about hotels. The study resulted in an empirical material which demonstrated that TripAdvisor's review system is designed with regards to a number of guidelines and suggestions. These guidelines and suggestions can, or have to be, followed in order to create and publish a review. The most frequent themes in the reviews regarding hotels and hostels in the archipelago of Stockholm were Restaurant (18 %), Accommodation (16 %), Hostship (15 %) and Environment (14 %). Future consumers can be influenced by the writers reviews due to TripAdvisors review system and point system TripCollective.

Master of Science / Department of Hotel, Restaurant, Institution Management & Dietetics / Ki-Joon Back / The objectives of this research were to address the impacts of positive and negative emotions on customers’ satisfaction and customers’ repeat visit intentions, and to investigate the mediating effect of customer satisfaction on the relationship between emotion and customers’ repeat visit intentions. A theoretical model of the formation of repeat visit intentions was proposed through a comprehensive review of the literature. Richins’ Consumption Emotion Set (1997) was modified to make it suitable for application in the lodging industry. The modifications were based on the participants’ responses to each emotion descriptor in the pilot test. Surveys were completed by graduate students and faculty members, undergraduate students at a Midwestern university, and conference attendees. Of 259 surveys returned, 248 responses were used for data analysis. Data were analyzed using factor analysis and a series of regression analysis. Positive and negative consumption emotions were found to have a significant effect on customer satisfaction and repeat visit intentions. Results also provided evidence of a significant association between customer satisfaction and repeat visit intentions. Customer satisfaction was found to be a full mediator in the relationship between customers’ positive and negative consumption emotions and repeat visit intentions. The loss aversion of the prospect theory was empirically supported in the formation of customers’ repeat visit intentions since results indicate that negative emotion has a greater influence on customer satisfaction and customers’ repeat visit intentions. Results support the importance of considering the impact of customers’ emotions on post-purchasing behaviors when developing better marketing and service strategies to achieve higher occupancy rate and retain customers.

Globalisation and stiff competition have changed the landscape of doing business. Decrease in customer loyalty and increase in customer expectations have challenged businesses to come up with unique methods of enhancing their quality of service. The same is true for airlines industry too. As a result, many airlines have transformed their marketing strategies, especially with regard to service quality, in order to compete efficiently in the global market. The marketing literature has introduced models of service quality, e.g.: SERVQUAL and AIRQUAL to help organisations measure and enhance customer experiences. SERVQUAL has been extensively researched and applied in many industries. Similarly, AIRQUAL, a model for the airline industry, has been developed but applied only in Cyprus. Moreover, the AIRQUAL scale lacks validity, as its development process is incomplete. This research, therefore, adapted 30-items of AIRQUAL and assessed and validated this revised scale. The validated scale was then applied to the airline industry of Saudi Arabia. Further, a comprehensive model is proposed, where the impact of the validated scale of service quality is tested with its impact on customer satisfaction, attitudinal loyalty, word of mouth, repurchase intentions and complaining behaviour. The assessment and validation process is divided into two main stages: first, qualitative; where four focus group interviews were undertaken that generated 46 items for the adapted scale. These items describe the perceptions of airline customers regarding service quality and were classified on the bases of the scheme proposed by Parasuraman et al. (1988). Second, a three-phase two sample, quantitative, research was performed to derive a validated 30-item scale comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Further, the improved scale was tested in a new market (Saudi market) in order to assess the service quality of Saudi Airlines. A total of 500 self-administered questionnaires were distributed among airline customers. The returned questionnaires underwent thorough screening and cleaning. The reliability of the scale was tested through Cronbach’s Alpha, followed by exploratory factor analysis (EFA), which emerged with five dimensions. The content, convergent and discriminant validities were established. Further scale confirmation was conducted on a sample of US airline passengers. Finally, the proposed model with nine hypotheses was tested, which resulted in statistically significant results for all the proposed hypotheses.

This study focuses on reflection in an e-learning environment. The reflection was done nline in the form of a weblog. Participants used tools such as Blogger to post their reflection on the web. There are various contributing factors that determine the success of reflection in an e-learning environment. This study will look into these factors, for example tools used for reflection, reflection topics, online facilitation and learning style preferences. This dissertation focuses on the role that reflective questions, reflection tools and online facilitators play in the reflection process. It determined which of these elements were more important to learners and how satisfied they were with the tools and techniques used in this study. The importance to learners, and their satisfaction was determined by using the Customer Satisfaction Index. The findings of this study indicate that the participants feel that the online facilitator plays an imperative role in online reflection. / Dissertation (MEd (Computer Integrated Education))--University of Pretoria, 2007. / Curriculum Studies / MEd / unrestricted

The diploma thesis deals with satisfaction measurement of participants of sport event. This sports event is international junior curling cup in Prague. The aim of thesis is to analyze participants satisfaction with this tournament. Based on these results some critical factors will be identified and also recommendations for organizers of the tournament will be listed to improve the quality of the tournament for next years. In a first part of the thesis there are described customer satisfaction theory and techniques for its measurements. According to suitability for this case the questionnaire survey will be applied. After short introduction to the tournament and some curling rules and specifics analysis of the survey results will be described. More evaluation methods will be used. Based on results from this analysis recommendations for tournament improvement will be given.