Syftet med denna uppsats är att få en ökad förståelse kring vilka faktorer som konsumenter värdesätter mest när de handlar på internet. Syftet är även att undersöka om dessa faktorer har ändrats på senare tid samt om det finns faktorer som konsumenter upplever som bristfälliga vilket kan påverka deras inställning till att handla via internet. Tidigare forskning visar på att det finns ett antal faktorer som skapar kundnöjdhet inom e- handel. Det är därför betydelsefullt att undersöka ifall det finns luckor i denna forskning och ifall det finns faktorer som är briställiga när konsumenter värderar servicekvalitet inom e-handel. Genom intervjuer och utformandet av en enkätundersökning har vi studerat vilka faktorer som skapar kundnöjdhet inom e-handel. Studien kommer även behandla faktorer som konsumenter upplever som bristfälliga när de handlar via internet. Enkät och intervjufrågor har till största del utformats efter modeller och teorier som används i arbetet. Resultatet från denna studie visar att det finns likheter med teorin gällande vilka faktorer konsumenter värdesätter när de handlar på internet men att det även finns faktorer som konsumenter upplever som bristfälliga. Slutsatsen av denna studie är att det är av stor vikt att kartlägga vilka faktorer som konsumenter upplever som betydelsefulla när de handlar via internet samt att det finns faktorer som konsumenter anser som bristfälliga när de handlar via internet och att de här faktorerna även är viktiga att kartlägga. / The purpose of this paper is to gain an understanding of which factors consumers value the most when shopping online. The purpose is also to find out if there are factors that consumers perceive as insufficient and whether these factors affect consumer’s attitude towards shopping over the internet. Previous research shows that there are a number of factors that create customer satisfaction within e-commerce. It is therefore important to investigate if there are gaps in this research and if there are factors that are deficient when consumers value service quality in e- commerce. Through interviews and the design of a survey, we have studied the factors that create customer satisfaction within e-commerce. The study will also address factors that consumers perceive as deficient when shopping through the internet. Surveys and interview questions have been largely designed for models and theory used in the study. The result of this study shows that there are similarities with the theory of what consumers value when they shop online but that there are also factors that consumers perceive as deficient when shopping through the internet. The conclusion of this study is that it is of great importance to chart what factors consumers perceive as significant when shopping on the internet and that there are factors that consumers consider to be deficient when shopping on the internet and that these are also important to chart.

Internet is fundamentally transforming the nature of the relationship that businesses have with consumers and the public. While e-commerce has witnessed extensive growth in recent years, consumers concerns regarding ethical issues surrounding online shopping also continue to increase. With increasing acceptance of the internet as a source for retail, ethical issues concerning internet usage have prompted serious concerns to consumers and created new challenges for practitioners. These growing concerns about safety and ethical behavior in online retailing can harm and restrain internet retail growth and deter consumers from online activities. Marketers must understand how these ethical challenges relate to dissatisfaction and distrust in the online retailing environment to foster further growth. The vast majority of earlier research on this area is conceptual in nature and limited in scope by focusing on consumers’ privacy issues. In an online context, this study proposes and tests a conceptual model that will discover the relationships between ethical factors associated to online providers’ web sites (e.g. security, privacy, non-deception, fulfilment, service recovery, shared value, and communication) and customer satisfaction to online providers’ web sites. It also explores a mediating role of trust and commitment on the link between ethical factors and customer satisfaction. Furthermore, the current study examines the differences between e-commerce ethics between the UK and Egypt in the context of B2C and B2B e-commerce. The conceptual model is then tested with a total of 980 completed questionnaires collected from two sample countries; namely, Egypt and the UK. These were analysed through a multivariate analysis using a variance-based statistical technique known as Partial Least Squares Structural Equation Modelling. The findings of this study show significant support for the proposed model. As predicted, BPSE is a second-order construct composed of seven dimensions (i.e., security, privacy, fulfilment, non-deception, service recovery, communication, and shared value). Trust and commitment mediate the relationship between BPSE and satisfaction. In addition, II reliability/fulfilment and non-deception are the most effective dimensions in BPSE. Byer’s perceptions regarding sellers’ ethics (BPSE) has a significant influence on consumer satisfaction. No major differences between the two country models were found. These findings have both theoretical and practical implications in that the results have provided empirical evidence on the indirect impact of BPSE on customer satisfaction and can serve as an indication in practice for both online service providers managers and policy makers in understanding consumers’ perceptions about e-commerce ethics and its effects on customer satisfaction.

This thesis is devoted to analyzing the current level and historical development of customer satisfaction level in a hotel. The aim of such is to figure out, to what extent customers are content with accommodation and supportive services provided by the hotel, analyze in details the feedback provided by guests, discover the problematic areas and provide solutions to improve those. As a part of the thesis current approach to customer satisfaction measurement will be presented and recommendations will be made on how to modify it to reach more accurate and useful overview of the issue.

Cílem práce je nastínit možnosti využití analytického CRM k zvyšování ziskovosti společnosti. Analytický CRM se zabývá analýzou zákaznických dat, které slouží jako podpora pro operativní a strategické rozhodování firmy. Teoretická část práce se zabývá různými způsoby segmentace zákazníků, zákaznickými metrikami a způsoby, jak si udržet dobré zákazníky ve společnosti. Pro ucelený obraz o analytickém CRM také nastiňuje jeho technickou stránku, ve které popisuje nejčastěji využívané techniky při získávání dat. Praktická část práce byla vyhotovena ve spolupráci se společností Makro Cash & Carry. Popisuje nejdůležitější změny, které byly podniknuty k přeměně Makra z produktově na zákaznicky orientovanou společnost, a podrobněji se věnuje práci kontrolorů, jež se analytickým CRM ve firmě zabývají.

The aim of the thesis is based on the questionnaire survey to analyze customer satisfaction with the services of the company ODEVA, spol. s r.o. Lipany. The questionnaire was sent to customers by e-mail and data which have been collected through it have been processed into graphs and charts. The thesis is divided in two parts. In the theoretical part I define step by step services in the sphere of production, quality as well as customer satisfaction. I also describe reasons why the company should monitor customer satisfaction and at the end of this section I describe the standard procedure for monitoring and measuring customer satisfaction. The practical part deals with the short description of the textile and clothing industry in Slovakia, as well as the company in which the research was conducted. Outcomes of the research are analyzed and on that basis recommendations in order to improve services are proposed at the end of the thesis.

This dissertation aims to analyze customer satisfaction with the services provided by fishing travel agency Pepa. An entrepreneur is trying to achieve quality services and general customer satisfaction as the primary goal. Recognising consumer behaviour is essential for building loyalty and increases the likelihood of next purchase. Quality contains a set of factors that affect its overall perception. The individual character of quality is determined by economical and political situation in the country, modern technologies or cultural - historical background. Qualified staff and skilled company management are integral component of high quality services. Quality is needed to be checked constantly with established management concepts ( TQM ) or other existing standards. The quality should be controlled not only by the legislative authority but the enterprise itself and the customers too. The image of travel agency Pepa is based on quality and reliable services that are provided to its customers for several years. During this period of time travel agency Pepa climbed up gradually to the top of the fishing tour operators list and maintains its permanent clientele. This dissertation focuses in the detection of shortages and weaknesses of services including possible improvements for better services. The methodology of my thesis is based on the analysis of literature, Internet resources, questionnaires and personal interviews. Personal interviews with clients and the owner of travel agency Pepa expanded my knowledge in this issue.

I decided to write this master thesis in relation with my work experience at CSC within the service desk. Working at the service desk is a very complete mission that has to be well understood from analysts in order to reach high performance and thus satisfy users. Because it is the goal of CSC, satisfying customers, I decided to focus on this principle and with the results of my research and work experiences I would like to bring in this thesis some findings and recommendations I came up with in order to optimize the service desk quality and to improve the customer satisfaction. In the first chapter, I will mainly describe the work of an analyst at the service desk, and I will define the incident management process. It will help understanding how a service desk works. The incident management process is monitored by many metrics. Some of these metrics are documented and some of them are not and their impacts are different. We will see on what we should focus our efforts. We will see in the second chapter the impacts of these metrics on performance. Measuring the performance of the service desk is important in order to be aware of what should be improved to reach the highest standard of services provided. We will see in the end of this chapter that the most important performance indicator is the customer satisfaction. From this fact, I will bring some findings from seven months of experience within the service desk in order to improve the quality of the services and the customer satisfactions. I will focus on what can be implemented from the service desk analysts not from the management. I will also focus on the effects of the steps already taken to improve customer satisfaction.

A review of the literature revealed that various scholars on the subject of customer relationship management hold divergent views on the exact domain of CRM because of its multi-faceted nature. Furthermore, CRM remains vague in terms of its impact on firm performance because the generative mechanisms have not been fully considered. In response, a theoretical framework of CRM as the underpinning foundation which establishes the linkages between CRM and the firm's performance is proposed, which synthesizes different perspectives of key constructs of CRM and thus seeks to incorporate them into a practical and coherent framework that can be universally used. Therefore, the central aim of this thesis is to develop an empirically based conceptual model of the process that has the potential for crossing cultural and sectoral boundaries and highlights the potential link between CRM and the establishment of long term customer value. This thesis presents and discusses empirical findings from a survey of 226 senior managers and 584 customers in the Taiwanese banking sector who are examined from their perspectives by using structural equation modeling. From the perspective of managers, the findings largely supported the proposed hypotheses. Customer interaction and customisation, but not customer knowledge and customer knowledge management (CKM) capability, are significantly and positively related to customer value. CKM capability and customization are crucial in affecting customer satisfaction. The results also provided strong evidence of customer values' impact on customer satisfaction, which in turn is necessary determinant of customer loyalty. Furthermore, the relationship between customer loyalty and CLV is positive. Consequently, it has been found that customer benefits play significant mediating roles between CRM and firm performance. On the other hand, from the perspective of customers, the results showed that managerial perceptions of CRM practice have no relationships with the customer value and customer satisfaction as perceived by customers. This thesis contributes to academic and managerial knowledge by providing alternative insights into CRM's influences on the customer's benefits and the firm's performance from a dyadic perspective in one single model. Particularly, the inclusion of customer value and customer satisfaction constructs as key consequences of CRM is suggested to contribute additionally to provide a more complete model of a CRM-performance relationship within the banking setting. Therefore, the framework as a diagnostic tool can be used to identify where specific improvements are needed and where certain aspects of the organizational operations could be improved in CRM for pursuing their competitive advantage and long-term profit.

This master thesis is focusing on the information overload in digital marketing and using the method of sentiment analysis to detect if the issue occurs or not. A model and method of different sentiments (positive and negative) were organized, and evaluated based on the statistical and prominent findings of the emotional value in the customer satisfaction in online reviews. Findings were analyzed, as to what data, and categories showed value which proved information overload and these were thereafter connected to previous academic studies of sentiment analysis and customer satisfaction connected to information overload. The results of the analysis proved that the sentiment analysis had significance in some aspects and categories to combat the information overload issue in digital marketing for online consumers.

La tecnología ha ido evolucionando durante los últimos años. La inteligencia artificial ha conseguido entrar en los mercados de todo el mundo como una nueva tecnología y nueva forma de ver el mundo. Es por ello, quen este estudio se explora las dimensiones del chatbot, que son tres: Calidad de la información, calidad del sistema y calidad del servicio en relación a la satisfacción del cliente en el sistema financiero en Lima Metropolitana. Este estudio está dividido en dos partes: un estudio cualitativo y uno cuantitativo. En la parte cualitativa, en donde se buscó la opinió de tres expertos del tema y, asimismo, se realizaron tres focus group. Con respecto al estudio cuantitativo, se usó una muestra de 250 personas. Los datos analizados sugieren que existe una relación entre las dimensiones del chatbot y la satisfacción del cliente, pero dicha relación es negativa muy baja. / Technology has been evolving in recent years. Artificial intelligence has managed to enter markets around the world as a new technology and a new way of seeing the world. That is why, in this study, the dimensions of the chatbot are explored, which are three: Information quality, system quality and service quality in relation to customer satisfaction in the financial system in Metropolitan Lima. This study is divided into two parts: a qualitative and a quantitative study. In the qualitative part, where the opinion of three experts of the subject was sought and, likewise, three focus groups were carried out. With respect to the quantitative study, a sample of 250 people was used. The data analyzed suggest that there is a relationship between the dimensions of the chatbot and customer satisfaction, but this relationship is very low negative. / Trabajo de investigación