This diploma thesis is focused on customer’s satisfaction of Peek & Cloppenburg’s website in Czech republic. In the first part, the main and secondary goals are defined alongside with the methods leading to the achievement of the goals. In the next part there are theoretical information summarized for best comprehension of the problem and its correct application. In the following part there are made analysis of company’s current situation and analysis of the research results. In the end there are on the base of previous analysis suggested recommendation for improvement of the current marketing communication of the company Peek & Cloppenburg in Czech Republic.

This theses examines the process of the order in companies, whose main specialization is the projecting in construction. The study analyses the position of project and architectonical office on the market and process of order based on analysis of related activities. The thesis consists of following parts: theoretical, analytical and practical. Theoretical part describes and clarifies the main concepts and terminology related to the topic. Analytical part analyses current state of the company, i.e. its inner and outer conditions and subsequently, and also the process of concrete contract. The goal of the analysis is to suggest own solutions, which should help to improve the current state of the company. The conditions of the realization and benefits are part of the suggested solution.

This master’s thesis deals with clients' satisfaction and loyalty to the company Kooperativa Inc., Vienna Insurance Group and its product, investment life insurance Perspektiva. The theoretical part explains the basic concepts related to this topic, analytical part, introduces the company, the product and carried out research. Final part, based on modern methods of investigation, proposes the recommendations of steps which increase the level of customer satisfaction.

This diploma thesis deals with a concept of arrangements designed to increase customer satisfaction of Pražírna, s.r.o. The first section describes the theoretical background. The following analytical section analyses activities of the company and its contemporary marketing mix. This section also contains an analysis of the corporation's background, marketing research and SWOT analysis. The last section suggests changes and recommendations for enhancement of customer satisfaction in the area of provided services and marketing communication.

This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other. The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic questionnaire was sent to 500 YBCs in the Mid Sweden region (146 completed questionnaires were received), and confirmatory factor analysis and structural equation modelling were employed to test and develop a measurement model from the responses. Synthesizing the results of the studies performed suggests a model of MBA loyalty from the YBC perspective. The model indicates that cognitive and usability antecedents are significantly related to customer satisfaction, which in turn is significantly related to attitudinal and behavioural loyalty. Despite some limitations, the thesis has novel implications for theory and practice regarding YBC perceptions of MBAs. / <p>Vid tidpunkten för framläggningen av avhandlingen var följande delarbeten opublicerade: delarbete 1 (accepterat), delarbete 2 (accepterat).</p><p>At the time of the defence the following papers were unpublished: paper 1 (accepted), paper 2 (accepted).</p>

Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational company’s call centre servicing two markets across national borders. Hypotheses are derived which relate the cultural and customer characteristics of age, gender and socio-economic status to customer satisfaction and perceived service quality within each country.Using multiple regression and CHAID models as well as Mann-Whitney and Kruskal-Wallis tests, the hypotheses are tested by analysing call centre service feedback data on 245 customers in the South African and 201 customers in the British market. Empirical support for the effect of national culture on perceived service quality and customer satisfaction is found.Empirical proof that females report higher levels of satisfaction than males is found while the importance customers place on service quality constructs are proven to vary by age and gender. A call centre management model integrating culture and customer characteristics, which provides a richer perspective of the mechanics of value creation, is suggested. / Dissertation (MBA)--University of Pretoria, 2012. / Gordon Institute of Business Science (GIBS) / unrestricted

Detta examensarbete syftar till att utreda om en utvärderingsmetod som används med stor framgång inom arbetsmiljöundersökningar och utformning av arbetsplatser också kan vara till nytta vid utvärdering av produkter under utveckling. För att söka svar på frågorna ”Kan utvärderingar av produkter och prototyper med Insitumetoden bidra till effektivare produktutvecklingsprocess?” och ”Är det möjligt med Insitumetoden att få fram information/feedback som inte skulle komma fram med traditionella metoder?” har en pilotundersökning genomförts. Undersökningen har gjorts tillsammans med POC Sweden AB som är marknadsledande inom hjälmar och skyddsutrustning för brädsport och cykling. Resultatet av pilotundersökningen presenterades för POCs produktutvecklingsteam som därefter har gett sin syn på värdet av undersökningen. Först och främst kan man konstatera att vilken kundundersökning som helst är oändligt mycket bättre än ingen alls. Om inte annat för att bekräfta den bild man redan har. Svaret på den första forskningsfrågan blir jakande: Insitu-metoden kan bidra till en effektivare produktutvecklingsprocess eftersom metoden kräver extremt liten arbetsinsats av undersökningsledaren förutsatt att man har tillgång till en grupp respondenter. För att med säkerhet kunna besvara den andra forskningsfrågan rekommenderar författaren att kompletterande utvärderingar görs. / The object of this thesis is to investigate whether a specific evaluation method used in other fields such as working environment studies as well as when planning office space also could be used to help product developers and to evaluate products in development. Trying to answer questions ”Is it possible that the In-situ method makes product development process more efficient?” and ”Is it possible to gain information with the In-situ method that wouldn’t reveal itself with traditional methods?” a pilot study has been undertaken in cooperation with POC Sweden AB. POC is known to be leading the market of personal safety products for snow and wheel sports. The product development team of POC has helped by giving their opinions on the result of pilot study. First of all: Any customer evaluation is better than none at all. If only to confirm the picture you already have. The answer to the first research question is positive: The In-situ method might help making the product development process more efficient since it adds very little workload to the study management given that you have access to a group of respondents. In order to securely answer the second question the author recommends further investigations.

Background: The development of social media brings traditional marketing into a newera - social media marketing - which offers new platforms through which brands cancarry out marketing activities and connect with their customers. Thus, social mediamarketing has become important for brands and marketers to reach their customers andsocial media marketing activities (SMMAs) include entertainment, trendiness,customisation, interaction, and word of mouth (WOM). Purpose: The purpose of this paper is to explain the impact of social media marketingactivities (SMMAs) on customer satisfaction.  Methodology: A quantitative method and deductive research approach were adopted inthis research as a means of gathering data. Through a cross-sectional research design, anonline self-completion questionnaire was created and conducted with consideration ofethical and societal issues; as a result, 165 valid responses were collected. The collecteddata from the respondents were analysed through frequency analysis, descriptiveanalysis, explore analysis, reliability analysis, correlation analysis as well as multipleregression analysis. Findings: The results of this research revealed that both H3 and H4 were accepted,meaning that customisation and interaction have a significant positive impact oncustomer satisfaction. Conversely, H1, H2, and H3, i.e., entertainment, trendiness, andword of mouth (WOM), were rejected. Conclusion: This study concluded that customisation on social media (H3) positivelyinfluences customer satisfaction which can be understood as customised content isaimed in a way to suit the customers’ own preferences. Furthermore, interaction onsocial media (H4) was revealed to have a significant and positive impact on customersatisfaction. As firms and businesses interact with their customers on social media, theyallow for communication between a brand and the customer. Whereas, entertainment(H1), trendiness (H2) and WOM (H5) on social media do not significantly impactcustomer satisfaction.

Syfte: Kundnöjdhet förekommer i olika nivåer när en konsument genomför ett köp av tjänst. Servicekvaliteten är av stor vikt vid uppfyllandet av konsumentens behov och önskemål. Det finns tio olika dimensioner av servicekvalitet, där en av dimensionerna är pålitlighet. Servicekvalitets dimensionen pålitlighet har dock kritiserats vid olika tillfällen och är varierande beroende på bransch. Tidigare studier resulterade i att pålitlighet inte har en stor inverkan i kundnöjdhet, medan andra studier påvisar att det finns en inverkan. Pålitlighet visar sig från tidigare studier ha en varierande stabilitet. I följd av detta har vi utformat syftet:  Syftet med vår studie är att skapa en ökad förståelse över servicekvalitetsdimensionen pålitlighet och dess bidragande faktor till nöjda kundupplevelser inom konsumentservice. Metod: Studien genomförs med ett deduktivt förhållningssätt med en kvantitativ forskningsmetod. Forskningsdesignen följer en tvärsnittsdesign på grund av studien, med utgångspunkt ska kunna utnyttja surveyundersökningar, det vill säga enkäter. Studiens resultat analyseras i SPSS, där det utförts en deskriptiv statistik och korrelationsanalys, samt i Excel där det genomförts olika sammanställningar av enkätsvaren. Detta följs av studiens egen analys, resultat, diskussion och slutsats.  Resultat &amp; Slutsats: Studiens resultat tyder på att servicedimensionen pålitlighet har ett positivt samband och inverkan på kundnöjdhet inom frisörbranschen. Samtidigt har konsumenters behov en betydelsefull inverkan på pålitlighet och kundnöjdhet, såsom upplevelse, pris och trygghet. Om dessa faktorer uppfylls av tjänsteutövaren kommer en positiv nivå av kundnöjdhet uppstå. Examensarbetets bidrag: Studien bidrar med ökad kunskap om servicekvalitets dimensionen pålitlighets påverkan till nöjda kundupplevelser inom frisörbranschen. Jämfört med tidigare studier som fokuserat på servicekvalitet i sin helhet riktat mot kundnöjdhet. I och med tidigare studiers helhetöversikt, kan denna studie ge en mer ingående beskrivning om en servicekvalitets dimension och dessutom nämna vilka parametrar som är av vikt vid uppfyllandet av kundnöjdhet.  Förslag till fortsatt forskning: Studien påvisar avgränsningar genom att enbart rikta sig mot en kvalitetsdimension och frisörbranschen. Förslag till vidare forskning är att undersöka en annan dimension än pålitlighet för att se huruvida de kan bidra till nöjda kundupplevelser. Ett annat förslag kan vara att undersöka samma dimension med en annan bransch, för att se likheter och skillnader branscher sinsemellan. / Aim: Customer satisfaction occurs in different levels when a consumer makes a service purchase. The quality of service is important in the fulfilling of consumers needs and wishes. There are ten different dimensions of service quality, including reliability. However, reliability have been criticized in various occasions and depending on the industry. A previous research results have shown us that reliability doesn’t have a major impact on customer satisfaction, but other research has shown that there is an extensive impact. Reliability has a varying stability and therefore this study intends to investigate the following:  The aim of this study is to create an increased understanding of the service quality dimension reliability and its attributes to customer satisfaction experience within consumer service.  Method: The study is followed by a deductive approach from a quantitative research method. The research design follows by a cross-sectional design due the basis of being able to use surveys. The study’s results are analyzed in SPSS, such as descriptive statistic and correlation analysis. The study also used excel to do some various compilations of the survey responses. This is followed by the study’s own analysis, results, discussion, and conclusion.  Result &amp; Conclusion: The study’s results indicate that reliability has a positive relationship and an impact on customer satisfaction in the barber industry. At the same time, consumer requirement has a significant impact on reliability and customer satisfaction. These requirements are experience, price and comfort. If these factors are fulfilled by the service provider, a positive level of customer satisfaction will show.  Contribution of the thesis: This study contributes an increased knowledge about reliabilities impact on customer satisfaction experience in the barber industry. Compared with previous research who has been focused on the service quality entirety impact for the customer satisfaction. With previous studies overall view, this study can provide a more detailed description on one service quality dimension and also mention which parameters that are important in fulfilling the customer satisfaction.  Suggestions for future research: This study has limitations by focusing only on one quality dimension of the barber industry. Suggestions for further research are to examine another dimension, to see if they can contribute to better customer satisfaction experiences. Another suggestion might be to examine the same dimension in another industries, to see similarities and differences between industries.

[Introduction] Cooperative banks in France have a major impact on the finance industry and the French economy. The French financial ecosystem differs in comparison with other European countries because of a higher number of cooperative banking groups, which have a dominant market share in the financial industry. With a highly competitive retail banking market frequently described as a commoditized space, customer satisfaction remains the largest competitive advantage for banks. [Research Purpose] Overall, the ambition with this research was to gain a deeper understanding of customer satisfaction in the retail banking market segment. The fundament of this thesis is a theoretical framework that analyzed customer satisfaction for retail clients of cooperative banks. By this, we identified which characteristic of the relationship between customers and their cooperative bank have the highest impact on customer satisfaction. Thus, our research question implied a search to explain an underlying causal relationship between six different variables within Perceived Quality and Perceived Value with customer satisfaction. Perceived Value (PV) included Trust, Employee Competences, and Price Transparency. Perceived Quality (PQ) included Accessibility, Reliability, and Reactivity. [Methodology] By adopting a quantitative approach, we could test, support and rank which variables impact customer satisfaction for cooperative banking clients. The analyzed dataset comprises a total of 21 914 respondents which are customers from 142 cooperative banking branches in France. [Results &amp; Conclusion] From the analysis of the empirical results, we answered our research question by detailing the relationships between perceived quality; perceived value, and customer satisfaction. Finally, our findings indicated that Perceived Quality contributes to customer satisfaction in cooperative banking to a larger extend than Perceived Value. Moreover, the study ranked the importance of each variables impacting customer satisfaction as follow: (1) Accessibility, (2) Employee Competences, (3) Trust, (4) Reliability, (5) Price Transparency, (6) Reactivity.