This thesis deals with the comparison of SERVQUAL method and on-line references in the monitoring of hotel guest satisfaction. In the chosen hotel is conducted research of online references and the questionnaire research of SERVQUAL method. Implementation of these researches aims for designing appropriate recommendations to improve of provided services and improve the relationships with customers.

p. 1-110 / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2013-03-07T19:10:39Z No. of bitstreams: 1 88888q.pdf: 1473667 bytes, checksum: 7db700f83e8b6688927f7d2e24326d50 (MD5) / Approved for entry into archive by Tatiana Lima(tatianasl@ufba.br) on 2013-03-13T18:47:29Z (GMT) No. of bitstreams: 1 88888q.pdf: 1473667 bytes, checksum: 7db700f83e8b6688927f7d2e24326d50 (MD5) / Made available in DSpace on 2013-03-13T18:47:29Z (GMT). No. of bitstreams: 1 88888q.pdf: 1473667 bytes, checksum: 7db700f83e8b6688927f7d2e24326d50 (MD5) Previous issue date: 2006 / Atualmente, a investigação sobre a satisfação dos clientes em serviços tem tido grande destaque, tanto no meio acadêmico quanto empresarial. Inúmeras pesquisas revelam a importância desses estudos para o desenvolvimento e o crescimento das empresas. Esta pesquisa investigou a satisfação do cliente de telefonia por banda larga (Velox) da Telemar, em Salvador, nos bairros que mais utilizam esse serviço. Através da aplicação de um roteiro de entrevistas semi-estruturado, buscamos identificar a satisfação do cliente em relação às principais dimensões do serviço, a saber: (1) desempenho do serviço; (2) relação custo-benefício, (3) central de atendimento; (4) reparo técnico. A pesquisa verificou ainda que, de maneira geral, a satisfação do cliente com o serviço de banda larga da Telemar pode ser considerada muito boa. Em todas as dimensões, exceto a relação custo - benefício, a maioria dos clientes se declarou bastante satisfeita. / Salvador

The master thesis deals with needs and expectations of consumer co-operative´s customers in the Tábor. The main aim is to find out degree of satisfaction of customers of the co-operative´s customers in the visited store and to determine their expectations from the point of view of the development of the supply of goods and services. The secondary aim is to find out if customer has enough stores at the place of his residence. Then to find out if the reason of person which does not buy here is the lack of COOP stores at the place of his residence. The diploma thesis is divided into two parts. The theoretical part is carried out by the external sources. It describes the terms of customer behaviour, customer´s satisfaction or cooperative and consumer cooperatives. The second part is the practical part. In this section a marketing research is realized. The data are assemble by the questionnaire survey. After that, recommendations are suggested for increase satisfaction of the consumers and co-operative´s customers.

The diploma thesis underlines the necessity of the continual analysis of customers' satisfaction in the sphere of tourism services. The definition of the tourism services, the focus on the customer and the measurement method of his satisfaction are explained in the theoretical part of the diploma thesis. In the practical part, the satisfaction of the customers of the concrete travel agency is analyzed by the questionnaire.

This diploma thesis deals with customer satisfaction analysis of Hospoda U Hlaváčů using a questionnaire survey and provides proposals for its improvement. The thesis is based on a comparison of theoretical knowledge with practical skills. Theoretical part is focused on market research, customer and questionnaire survey. The practical part analyses and elaborates the obtained results. Based on the data evaluation, several areas requiring improvement were indicated. Proposals to increase the level of customer satisfaction and development of provided services are given.

The subject of this thesis is to analyze customer satisfaction of the climbing center „Tendon Wallstreet Jihlava“. The thesis is divided into four main parts. The first part is the goals of the work and the chosen methodology. The second part contains a theoretical description, which is based on literature. In the next part I use selected methods and analyzes to map the current situation. The last fourth part is the actual proposal based on the findings of the questionnaire survey to improve the level of customer satisfaction.

This master’s thesis lays emphasis on the satisfaction of the customer and building up relationship between the company and the customer. The thesis contains the measurement of passengers’ satisfaction with coach services offered by Student Agency, Ltd. and the proposal for improvement of these services, the aim of which is to attract more satisfied customers and to increase the occupancy of the routes. Thanks to this proposal, the company is able to strengthen its competitiveness.

The goal of this diploma thesis is to analyze customer´s satisfaction of bowling centers in Uherske Hradiste and for one of them propose the measures for its improvement. The teoretical part if focused on possibilities of marketing research whose results will be analyzed in practical part. On the basis of obtained informations there will be propose suggestions and measures which will lead to general increase of customer´s satisfaction with provided services and to increasing company´s earnings.

This diploma thesis deals with measuring of customer satisfaction in Brewery Company Zubr, Inc. On the basis of marketing research, the data are processed using Microsoft Excel and subsequently evaluated. The result is an interpretation of proposals and recommendations aimed at improving customer satisfaction Brewery Zubr, Inc. Theoretical part describes the whole process of marketing research. Furthermore are outlined the problems of methodology for measuring customer satisfaction and briefly described the marketing environment. In the practical part of this thesis was designed questionnaire of customer satisfaction. The output of this questionnaire was the information on which the proposal was recommended for improve customer satisfaction.

This thesis deals with marketing mix of sportbar Sportbar´s Herna. Thesis is crated in parallel with practice. There are suggested parts of company marketing strategy with emphasis to marketing mix. Market analysis is made primarily by questionnaires and analysis of the target segment of the addresed people.