The fundamental point of the thesis is customers and their satisfaction. The theoretical part characterizes the Customer relationship management approach (CRM) and describes the assessment methods. The main objective of the thesis is to create a documented procedure for customer satisfaction assessment and an application of the chosen assessment method. The practical part deals with a fulfilment of the main objective for which the company Plzeňské městské dopravní podniky, a.s. is selected. The created questionnaire is applied to a small sample. The thesis is concluded with an evaluation of the survey results and with the applicability evaluation of both the questionnaire and the documented procedure.

Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.

The diploma paper is in early part mainly focus on marketing, marketing research and possibility of marketing development in the field. During theoretical part thesis is working with specific problems of marketing in spa and hotel industry. Following chapter is talking mainly about charakteristic of specific spa hotel, its desciption, effects of environment, marketing strategy and competition analysis. Point of primary resaearch is analysis of customer satisfaciton survey during years 2008-2009 and comparing results with data form survey in 2004-2007. Base of this research, the last part of paper is suggesting several solutions in order to increase of parity of the spa hotel in upcomming years.

The aim of this paper is to evaluate the loyalty system of Lancôme Beauty Institute and ascertain with the use of questionnaire investigation the satisfaction of customers with offered benefits and alternatively suggest the possibilities of improvement of the system. The theoretical part is focused on the general definition of customer satisfaction. The important part is recruitment, maintaining and motivation of current and potential customers. The practical part describes the functioning of the loyalty system of Lancôme Beauty Institute, the stages of development and implications of changes in the loyalty system. The questionnaire investigation was used to ascertain the satisfaction with loyalty system as well as to find the main imperfections -- the data were gathered, classified and analysed.

Digitalization has come to represent a larger part of people’s everyday lives. The technology makes it possible to conduct bank errand at all hours. Therefore, the use of digital services has increased remarkable the past years. SEB, Swedbank, Nordea and Handelsbanken are the four largest banks in Sweden, which all have been affected by the increased digitalization.   As the digital services becomes more common, the physical customer meetings become rarer, a situation that affects the customer satisfaction. It has become easier for the customers to switch between different banks as multiple of services is available online, something that sets high standards within the banking industry if the banks want to maintain satisfied customers, but also whilst adopting the new technology. This study aims to describe how the Swedish banks work with customer loyalty in view of the increased digitalization.   The theory is based on four components which all have a major impact on customer loyalty: customer satisfaction, trust, communication and competence. Customer satisfaction and trust are considered to have a direct impact on customer loyalty, while competence and communication have an indirect impact.

The main goal of this diploma thesis is to prove whether there is a relationship between the willingness to buy and the user product reviews. Sectional questions are related to e.g. the willingness to pay more for the product with a better review, to a satisfactory number of stars in a rating or to what is crucial for customers when choosing a product. The readers are introduced to basic concepts related to the topic (such as the purchase behavior of customers and its influences, the willingness to buy, the customer satisfaction or the user product reviews) before the analysis. The interviewing method was chosen for primary data collection. Due to a quantitative nature of the research, the research questions were specified firstly. These questions were evaluated using descriptive statistics and tools of statistic reasoning.

Diploma thesis deals with customers' developing potential of language school. The theoretical section specifies the business and strategy of small and medium-sized enterprises in the Czech Republic. It describes customer relationship management, its approaches and concepts related to this issue. Additionally it analyzes customer satisfaction and loyalty. It dedicates to customer value and finally adds other possible indicators of customers' developing potential. In the practical part there is analyzed customer base of the language school Tandem. There exist two types of analysis. One of them is based on the internal resources of the company and the other one is developed based on feedback received from the survey of customer satisfaction. The analysis suggests new ideas for better use of potential of existing and future customers.

This dissertation examines how customers' attribution for service failures and expected recovery in online service encounters are influenced by whether the recovery efforts are satisfying or dissatisfying to the customers; the relationship between satisfaction and other behavioral outcomes such as intention to remain and word-of mouth is examined. Many customers are using the Internet to purchase products and services, pay bills online, and make hotel and airline reservations. The Internet service recovery encounter warrants special attention because of its inherent ramifications such as the ease of attributing failure to the service provider after a service failure, the lack of interpersonal relationship, and the ease of leaving one service provider for another. The purpose of this study is to explore some of the importance of Internet service recovery mechanisms relative to customer's attribution for failure, expected service recovery, satisfaction, and intent to remain. This study further seek to explore how these mechanisms can be employed by the service providers to improve customer satisfaction, minimize negative word-of-mouth, and improve the firm's profitability. Many studies have examined customer satisfaction/dissatisfaction in traditional retailing, and the antecedents of the unsatisfactory behavior however, the same cannot be said of the Internet service encounters despite ecommerce revolution and its impacts on retailing and service encounters. A conceptual framework of recovery expectation and satisfaction in Internet based service encounters is presented, and a scenario-based experimental design is developed to measure the constructs. A web-based data collection was employed and the collected data were analyzed using correlation and regression analysis to provide answers to the research questions. The results of the analyzed data were discussed and presented. The findings overwhelmingly support all the hypotheses and contribute to the field of marketing by exploring some issues that might be unique to the online shopping experience and add more to the body of literature on online service failure and recovery management. The managerial implications, limitations, and future research directions are also presented.

O objetivo principal deste trabalho é investigar o impacto da interação entre consumidores no valor da experiência e na satisfação do consumidor, nos ambientes de varejo off-line e on-line, considerando o papel da ansiedade social. Para alcançar este objetivo, três estudos experimentais foram conduzidos. Os resultados indicam que a interação entre consumidores aumenta o valor da experiência e a sua satisfação tanto no ambiente de varejo off-line (estudos 1 e 3) como no on-line (estudos 2 e 3). Entretanto, no ambiente de varejo off-line, o impacto da interação entre consumidores na satisfação é moderado pela ansiedade social (estudos 1 e 3). Assim, quanto maior a ansiedade social do indivíduo, menor é o impacto da interação entre consumidores na satisfação do consumidor. Para a relação entre interação entre consumidores e valor da experiência, não foi encontrada essa moderação. No ambiente de varejo on-line, a ansiedade social não modera nenhuma destas relações, conforme previsto (estudos 2 e 3). Adicionalmente, o estudo 3 busca fornecer uma possível explicação da razão pela qual não há moderação no ambiente on-line, demonstrando que o controle da autoapresentação é maior neste ambiente, mas somente para consumidores com alta ansiedade social. / The main purpose of this study is to investigate the impact of customer-to-customer interaction on experience value and customer satisfaction, in the off-line and on-line retail environments, considering the role of social anxiety. To achieve this objective, three experimental studies were conducted. The results indicate that the customer-to-customer interaction increases the experience value and satisfaction in both the offline retail environment (studies 1 and 3) and the online (studies 2 and 3). However, in the offline retail environment, the impact of the customer-to-customer interaction on customer satisfaction is moderated by social anxiety (studies 1 and 3). Thus, the higher the social anxiety of the individual, the lower the impact of the customer-to-customer interaction on customer satisfaction. For the relationship between customer-to-customer interaction and experience value, this moderation was not found. In the online retail environment, social anxiety does not moderate any of these relationships, as predicted (studies 2 and 3). Additionally, study 3 seeks to provide a possible explanation of there is not such moderation in the online environment, and demonstrates that the self-presentation control is higher in this environment, but only for consumers with high social anxiety.

Este estudo procurou conhecer o comportamento e a satisfação dos alunos dos cursos de especialização em administração, da Universidade de Taubaté, familiarizados com comunicação eletrônica, em relação aos serviços de caixas eletrônicos e de internet banking. A abordagem é a da pesquisa quantitativa, fazendo uso da estatística descritiva na análise dos dados e foram questionados 118 alunos matriculados nos cursos de pós-graduação da Universidade de Taubaté. Para as organizações obterem o sucesso desejado precisam estudar os mercados consumidores e o comportamento do consumidor. Neste caso, este mercado consumidor é constituído por pessoas do gênero masculino, com faixa etária entre 26 a 35 anos, com uma renda mensal familiar entre R$ 3.500,00 a R$ 10.000,00; a maioria dos questionados possui um grau elevado de familiaridade com a tecnologia. Quanto ao comportamento do consumidor, o informante deste estudo prefere os serviços de caixas eletrônicos. Este mercado opta, usando os caixas eletrônicos, o saque, seguido de extratos e depósitos e em relação ao atendimento pela internet banking, o serviço preferido foi o de extratos e transferências. A freqüência de uso dos serviços de caixas eletrônicos ficou em torno de 3 a 6 vezes ao mês e a freqüência em relação ao serviço de internet banking em mais de 10 vezes ao mês. Ao analisar o comportamento desses informantes pesquisados percebe-se que as influências internas e as externas fornecem indícios de como os bancos podem melhorar a qualidade de seus serviços. Em relação ao nível de satisfação desse público-alvo com a tecnologia observou-se que ela ainda não é perfeita, mesmo entre pessoas com bons conhecimentos em informática, elevada renda, alta escolaridade e idade não tão avançada. Em relação a internet banking, alguns clientes ainda têm desconfianças, medos e incertezas quanto à utilização dos serviços. Conclui-se que os alunos de pós-graduação estão familiarizados com o ambiente digital, aprovam a tecnologia bancária e encontram-se satisfeitos, mas ainda existem falhas e traços do comportamento do seu consumidor que os bancos precisam conhecer para melhor atender seus diferentes tipos de clientes. / This study aims to know about the behavior and satisfaction of the Students in the major courses in Administration from the University of Taubaté, familiarized with electronics communication, regarding to the services of electronic machines and internet banking. The approaching is the quantitative research making use of the descriptive statistics in the data analysis where 118 enrolled students in the Post-Graduated courses in the University of Taubaté were questioned. To have a successful result in any organization, it is necessary to study the market consumers as well as their behavior. In this case, the consumer market is constituted by male people between the age of 26 to 35 years old, with a monthly income of R$ 3.500,00 to R$10.000,00; and most of the surveyed people have a high familiarity with the techonology. In relation to the consumer behavior, the informer of this study prefers electronic machine services. This market opts to use electronic machines for making a withdrawal, followed by extracts and deposits related to the assistance By the internet banking, the favorite services were for extracts and transferences. The frequency of use on these electronic services were in 3 to 6 times per month in relation to the internet banking service which was more than 10 times per month. Analyzing the behavior of these surveyed informers we can notice that the internal and external influences provide indexes which show how banks can improve the quality of their services. Regarding to the satisfaction level of the target public, it was observed that its not perfect, yet, even though among the people with good knowledge in information technology, high income, high level of study and not such an advanced age. In relation to the internet banking, some customers are still suspicious, frightened and unsettled or in doubt to use the services. It is concluded that the Post-Graduation students are familiarized with the digital environment approving the banking technology and are also well satisfied, but there are still faults and behavior traces of the consumers the bank needs to know how to assist their different kind of customers.