Syftet med studien var att kvantitativt undersöka om och i vilken grad den interna kommunikationen (utifrån dimensionerna: personlig feedback, relationen med överordnade, delaktighet i organisationen och kommunikationsklimat) kan predicera det psykologiska kontraktet (som utgörs av förväntningar, åtaganden eller löften som uppstår mellan en anställd och arbetsgivaren). En enkät skickades till två varuhus i Mellansverige inom en internationell organisation. Enkäten baserades på delar av Communication Satisfaction Questionnaire (CSQ) (Downs & Adrian, 2004) och Isaksson och Bellaaghs (2005) svenska översättning av PSYCONES-projektets mätinstrument för det psykologiska kontraktet. Enkäten riktade sig till medarbetare utan ledande befattning och besvarades av 70 anställda vid organisationen. Resultatet visade att kommunikationsdimensionerna tillsammans som modell signifikant predicerade uppfyllelsen av det psykologiska kontraktet. Delaktighet i organisationen predicerar medarbetarnas psykologiska kontrakt i högst grad. Även dimensionen relationen med överordnade bidrog med unik andel av förklaringsgraden. / The purpose of the study was to quantitatively examine whether the internal communication (based on the dimensions: personal feedback, relationship with superiors, organizational integration and communication climate) can predict the psychological contract (which consists of expectations, commitments and promises that arises between one employee and employer). A survey was sent to two department stores in central Sweden within an international organization. The survey was based on parts of the Communication Satisfaction Questionnaire (CSQ) (Downs & Adrian, 2004) and Isaksson and Bellaaghs (2005) Swedish translation of the PSYCONES project's measuring instrument for the psychological contract. The survey aimed at employees without a leading position and was answered by 70 employees at the organization. The result showed that the communication dimensions together as a model significant predicted the fulfilment of the psychological contract. Organizational integration predicts the employees' psychological contract the strongest. Even the dimension relationship with superiors contributed with a unique proportion of the coefficient of determination.

Title: Analysis of customer satisfaction in Aquapark Příbram Objectives: The aim of this thesis is to conduct content and statistical analysis of data collected directly from customers of Aquapark Příbram. Customers of the public were a research sample with the highest priority. As secondary sample were established trainers of the sports clubs using the Aquapark Příbram. Methods: Data collected from the primary sample were gained via CERM-CSQ based questionnaire Data collected from the secondary sample were obtained by structured interview. This structure was based on our questionnaire. Factor and correlation analysis were used to process quantitative data. Results: The content analysis showed the biggest drawbacks of service quality. According to the statistical analysis some service quality attributes have bigger influence on customer satisfaction than the others. Above mentioned drawbacks belong to those more influential attributes. On the basis of the results obtained certain suggestions were made to increase customer satisfaction. Key words: customer satisfaction, service quality, Aquapark Příbram, model CSQ, factor analysis

The purpose of this research study was to explore the topic of organizational communication in higher education and examine staff members’ perceptions about their level of communication and job satisfaction in their workplaces. This study was also designed to test the relationship between communication satisfaction and job satisfaction by analyzing the significance of different dimensions of Communication Satisfaction with the view that satisfaction is multifaceted. The results of the study indicated that gender differences and the number of years in service do not seem to make a significant difference in the level of satisfaction among staff members, but the level of education and job classification seem to make a significant difference in the level of satisfaction among staff members. There were strong positive relationships found among all 8 dimensions of Communication Satisfaction Questionnaire (CSQ ), which indicated that staff members when felt positive about 1 dimension of CSQ, also tended to feel positive about other dimensions of CSQ. A strong positive relationship and statistically significant correlation was found between overall communication satisfaction and job satisfaction scores, indicating that when staff members feel satisfied with communication in their workplace, they also tend to feel satisfied with their job in their workplace.

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