Customer satisfaction measurement (CSM) is a common practice. Some companies, that are new to CSM, experience difficulties as their CSM programs (CSMPs) fail to deliver expected results. This thesis stresses that preparation and the usage of the results from measurements could be at least as important as measuring. Further it argues that the most severe CSMP issues are not related to measurement, but to what comes before and after measuring. Issues related to measurement tend to be symptoms of more severe issues. The proposed CSMP model involves three phases: Preparation, measurement and action. Each phase has their inherent issues. This thesis identifies (1) lack of commitment, (2) ineffective action, and (3) vague starting point as common CSMP issues. Lack of commitment may cause failure at any phase of the CSMP and, if the results from measurement are not utilized, the entire effort has been wasted. To plan for and follow through with action is essential. Enabling effective action and creating commitment are both far-reaching challenges with many implications. These implications are similar to those of change management. CSM and change management can be seen as neighboring fields and many issues of CSMPs could be solved from a change management perspective. Vague starting point infers poor strategic alignment between selected method, intended purpose and present conditions. A good enough strategic alignment is crucial to a CSMP. There are many reasons why achieving this alignment is challenging. Those new to CSM are faced with many unknown unknowns, and even for those who know the questions, finding the answers may be difficult. / Kundnöjdhetsmätningar är vanliga. Vissa företag som börjar med kundnöjdhetsmätningar kan uppleva att programmen misslyckas att leverera förväntat resultat. Detta arbete visar att förberedelse och tillämpning av mätningsresultatet är minst lika viktigt som själva mätningen. Ytterligare hävdar den att de allvarligaste problemen med  undnöjdhetsmätningsprogram inte är kopplade till själva mätningen utan till det som sker före och efter mätning. Problem relaterade till mätningen är oftast symptom av andra allvarligare problem. Den föreslagna kundnöjdhetsmätningsmodellen involverar tre distinkta steg: Förberedelse, mätning och handling. Detta arbete identifierar (1) brist på engagemang, (2) ineffektiv uppföljning och (3) vag utgångspunkt som kärnproblem. Brist på engagemang kan stjälpa ett program i alla dess faser och, ifall resultaten från mätningen inte används så är hela ansträngningen förgäves. Att planera och utföra uppföljningsarbete är viktigt. Möjliggöra uppföljning och att bygga engagemang är långtgående utmaningar med många implikationer. Dessa implikationer liknar de som uppstår vid change management. Kundnöjdhetsmätning och change management är närliggande områden. Därmed kan flera problem med kundnöjdhetsmätningsprogram angripas från ett change management perspektiv. En vag utgångspunkt innebär bristande strategisk koppling mellan den valda metoden, ämnade syftet och närvarande förhållanden. Det finns flera anledningar koppling svår att uppnå. De som är nya med kundnöjdhetsmätning möts av många unknown unknowns, men även för de som känner till frågorna kan svaren vara svåra att hitta.

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.

This master's thesis deals with an analysis of customer satisfaction at the Winery LAHOFER, a.s. The theoretical part is focused on the customer, methods of measuring customer satisfaction and the basic procedures and methods of analysis of the marketing environment of the company. In the practical part is first described and analyzed in the firm. Furthermore, on the basis of survey processed and analyzed the survey results and ser out proposals to increase the level of satisfaction of customers at the Winery LAHOFER, a.s.

This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index (CSI) in order to assist the OEM to deliver superior satisfaction to its customers in the Aftermarket service delivery environment. It also aims to determine what the OEM needs to do to meet the customers' demands in order to develop a meaningful relationship for both the customer and the service provider. The gap in the perceptions of the customers and the perceptions of the managers of the OEM's Aftermarket service contracts were identified, to reveal the Key Performance Areas (KPAs) for improvement. In order to reveal these KPAs, a literature study was conducted, as a first part of the study. The literature study also helped to create a better understanding of CRM, superior customer value and satisfaction in the service environment. The second part of the study consisted of an empirical investigation. Customers and managers of the OEM's Aftermarket service contracts had to complete questionnaires. Completed questionnaires were received from the total population of the customers and managers. The analysis of the database that was compiled from the questionnaire's responses was done by using Microsoft's ® Office 2007 Suite, supported by Levine, Stephan, Krehbiel and Berenson's textbook Statistics for Managers Using Microsoft ® Excel. The analysis identified a significant difference in seven out of the seventy-eight aspects, in the responses from the customers' perceptions versus the perceptions of the OEM's managers. The analysis also provided a base for the CSI. The combination of these aspects and the CSI exposed five KPAs which need to be improved by the service provider to meet the customers' demands. Improvement of the exposed five KPAs will assist to develop a meaningful relationship for both the customer and the service provider. This study recommended that the OEM develops an action plan based on the climate survey that was done in 2008 in the company and that the OEM improves the communication to the customers related to the OEM remuneration strategy. Furthermore, it was recommended that the importance of the information provided is emphasised by changing the reporting lines, that the defects with regard to the service exchange components' repairs are reported according to the ISO9001 system. A further recommendation is that the benefits to the customer to promote the OEM's service contracts should be communicated to the customer. Lastly, training to the OEM's managers to manage a service level agreement (SLA) successfully was recommended. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index (CSI) in order to assist the OEM to deliver superior satisfaction to its customers in the Aftermarket service delivery environment. It also aims to determine what the OEM needs to do to meet the customers' demands in order to develop a meaningful relationship for both the customer and the service provider. The gap in the perceptions of the customers and the perceptions of the managers of the OEM's Aftermarket service contracts were identified, to reveal the Key Performance Areas (KPAs) for improvement. In order to reveal these KPAs, a literature study was conducted, as a first part of the study. The literature study also helped to create a better understanding of CRM, superior customer value and satisfaction in the service environment. The second part of the study consisted of an empirical investigation. Customers and managers of the OEM's Aftermarket service contracts had to complete questionnaires. Completed questionnaires were received from the total population of the customers and managers. The analysis of the database that was compiled from the questionnaire's responses was done by using Microsoft's ® Office 2007 Suite, supported by Levine, Stephan, Krehbiel and Berenson's textbook Statistics for Managers Using Microsoft ® Excel. The analysis identified a significant difference in seven out of the seventy-eight aspects, in the responses from the customers' perceptions versus the perceptions of the OEM's managers. The analysis also provided a base for the CSI. The combination of these aspects and the CSI exposed five KPAs which need to be improved by the service provider to meet the customers' demands. Improvement of the exposed five KPAs will assist to develop a meaningful relationship for both the customer and the service provider. This study recommended that the OEM develops an action plan based on the climate survey that was done in 2008 in the company and that the OEM improves the communication to the customers related to the OEM remuneration strategy. Furthermore, it was recommended that the importance of the information provided is emphasised by changing the reporting lines, that the defects with regard to the service exchange components' repairs are reported according to the ISO9001 system. A further recommendation is that the benefits to the customer to promote the OEM's service contracts should be communicated to the customer. Lastly, training to the OEM's managers to manage a service level agreement (SLA) successfully was recommended. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This thesis deals with problematics of customer satisfaction in company OKAY electronics. The whole research and final asking were done in Brno, in two selected shops of the company. The work connects theoretical knowledge, from the field of satisfaction research, with the practical part made by asking customers personally. From those surveys the final conclusions and recommendations are made. Based on the conclusions from questionnaire result, some areas were defined, which should be improved by workers of company OKAY.

This thesis deals with research and analysis of levels of customer satisfaction standard in company OXOID CZ s.r.o. The theoretical part is devoted to customer, marketing re-search and questionnaire as a tool for gathering information. The practical part proc-esses and analyzes the results obtained from the questionnaire and proposals to raise the level of customer satisfaction and quality of services provided.

Master thesis is focused on research of customers satisfaction of language school called TOP School. The first part defines objectives of the work. Further more there are processed theoretical basis and also there are described methods, which will be used in analysis of satisfaction of customers. In following part there is a description of current state of the company and also marketing research, which is based on questionnaires. On the base of obtained information there are created proposals, which will lead to higher customers satisfaction.

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.

Made available in DSpace on 2014-12-17T14:53:22Z (GMT). No. of bitstreams: 1 IsabelNP.pdf: 1703303 bytes, checksum: e559e40be586cb692c3e53bc646839e7 (MD5) Previous issue date: 2006-05-19 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / This Master s thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyer s satisfaction and loyalty. A sample of 91 customers was surveyed among new cars buyers of one brand in Natal city, Brazil, and the data was analyzed using multiple regression analysis. The literature review covers subjects such as customer satisfaction, management system, customer satisfaction measurement index models. The main findings suggest that satisfaction with the car brand is mainly influenced by customization of the service, time for accomplishing servicing, and the way the dealer handle complains. Regarding the dealer itself the main variable related to satisfaction is also time for accomplishing servicing. Considering customer loyalty, the customer satisfaction with the dealer explain strongly the loyalty with the brand/manufacturer. Also, the satisfaction, affective commitment and complains handling were found related to loyalty, as the stronger variables explaining the loyalty variance. One main conclusion is that service provided by dealers is one key factor influencing the customer satisfaction and loyalty in auto industry / Esta tese de Mestrado apresenta uma discuss?o a modelos de satisfa??o do cliente, investigando as associa??es das vari?veis antecedentes (qualidade do servi?o, pre?o, gest?o de reclama??es, imagem da empresa e compromisso afetivo e calculado) com satisfa??o e fidelidade do cliente. O escopo da pesquisa ? a influ?ncia das dimens?es do servi?o na satisfa??o e fidelidade do comprador de carro. A amostra de 91 clientes foram pesquisados entre os compradores de carros novos de uma marca na cidade de Natal, Brazil, e os dados foram analisados usando an?lise de regress?o m?ltipla. A pesquisa te?rica envolveu conceitos de satisfa??o do cliente, modelos de sistema de gest?o e modelos ?ndices de medi??o de satisfa??o do cliente. Os principais resultados sugerem que a satisfa??o com a marca do carro ? influenciada principalmente pela customiza??o do servi?o, pelo tempo para realiza??o do servi?o oferecido e pelo modo como a concession?ria trata o cliente diante das reclama??es. Considerando a fidelidade do cliente, a satisfa??o do cliente com o fornecedor explica fortemente a fidelidade com a marca/fabricante. Tamb?m, a satisfa??o, o compromisso afetivo e o tratamento de reclama??es est?o relacionados com a fidelidade, como vari?veis fortes explicando a varia??o na fidelidade. Uma principal conclus?o ? que o servi?o oferecido pelo fornecedor ? um fator importante influenciando a satisfa??o e fidelidade na ind?stria automobil?stica