O setor de serviços, onde os bancos estão inseridos, se caracteriza pelo o uso intenso de recursos humanos, grande heterogeneidade de atividades e simultaneidade entre produção e consumo de produtos/serviços. Este contexto torna bastante complexo e desafiador a proposição de especificações de qualidade que contribuam com o aumento da satisfação e da lealdade dos clientes. Embasado em fundamentação teórica sobre os temas setor de serviços, qualidade, satisfação, imagem corporativa, lealdade e valores humanos, este trabalho se propôs a buscar uma melhor compreensão sobre como estes fatores atuam em uma agência bancária. O estudo foi executado em uma agência bancária de médio porte localizada na região metropolitana de São Paulo. Para cumprir com os objetivos de pesquisa foram realizadas entrevistas, observações durante o expediente bancário e pesquisa de campo com 202 clientes. A fase qualitativa, composta pelas entrevistas e pelas observações, foi transcrita e consolidada segundo a relevância das informações colhidas; na fase quantitativa, após a coleta de dados, foram realizadas análises estatísticas em contexto univariado, bivariado e multivariado por meio das técnicas de Análise fatorial, Análise de conglomerados, Análise de regressão logística e Modelagem de equações estruturais. Os resultados indicam que a qualidade funcional é o fator mais importante da qualidade na agência bancária objeto de estudo. O estudo demonstrou, também, que a capacidade de compreender as necessidades individuais, um relacionamento comercial pautado na transparência e na integridade e o valor humano de responsabilidade sócio-ambiental contribuem na diferenciação entre clientes leais e não leais a agência bancária em questão. O trabalho também indicou que há uma relação direta entre os construtos Lealdade, Qualidade, Satisfação e Valores humanos. / The service sector, in which banks have been inserted, is characterized by the intense use of human resources, heterogeneity and simultaneity of activities between production and consumption of products / services. This condition makes it quite complex and challenging proposing quality specifications that contributes to increase customer satisfaction and loyalty. Based in theoretical grounding on service\'s sector main themes, such as quality, satisfaction, loyalty, corporate image and human values issues, this study proposes to seek a better understanding of how these factors work in a bank. The study had been performed in a midsize bank agency located in the metropolitan region of São Paulo. To accomplish research goals, interviews, observations during business hours and fieldwork surveys were made with 202 clients. In the qualitative step, which is consisted by the interviews and observations, the information has been transcribed and consolidated according to relevance. In the quantitative step, after data collection, statistical analyzes were performed in univariate context, bivariate and multivariate analysis through factorial analysis techniques, cluster analysis, logistics regression analysis and structural equation modeling. The results suggests that functional quality is the most important factor in the quality of bank\'s agency object of study. The study also evidenced that the ability to understand individual needs, a business relationship built on transparency and integrity and the human value of social and environmental responsibility contributes in differentiating loyal and non-loyal agency\'s customers. The study also indicated that there is a direct relation between the Loyalty, Quality, Satisfaction and human values constructs.

This master thesis is focused on analysis of competitive environment of the company Intelsol s.r.o. The goal was to compare companys competition and determining companys competetive advantage. The theoretical part deals with the basic terminology such as competetive environment, SWOT analysis, and Porters five forces framework. The rest of the chapters in theoretical part are dedicated to market segmentation, marketing communication, customer acquisition and customer service. The practical part is describes the company and its major competitors on domestic market. It is internal and external analysis. Further there is introduction of main competetiors and their comparison using the SWOT analysis and Porters five forces framwork. The last part deals with customer service and competetive advantage. It also contains recommendations regarding managing and improving the company, which Intelsol may find useful in its further corporate life.

Orientador: Olívio Novaski / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica / Made available in DSpace on 2018-08-28T23:59:47Z (GMT). No. of bitstreams: 1 Soares_MauriCesar_M.pdf: 2098606 bytes, checksum: 1dbe256030430a926cf144dfbdc20422 (MD5) Previous issue date: 2015 / Resumo: Este trabalho de pesquisa tem como objetivo principal aplicar o Modelo SERVQUAL em uma instituição pública de ensino superior para avaliar a Qualidade dos Serviços Administrativos. Para tanto foi utilizado o Modelo SERVQUAL, desenvolvido por Parasuraman, Zeithaml e Berry; que avalia tanto a expectativa quanto a percepção dos pesquisados ao fazer uso destes serviços, resultando com isso a Qualidade Percebida. Os resultados globais sugerem que entre as cinco Dimensões propostas e avaliadas no Modelo, a Tangibilidade é a única que apresenta resultados positivos, podendo sofrer variações quanto aos resultados individuais observados nos cursos oferecidos pela Instituição. A pesquisa limitou-se a estudar e a usar como estudo de caso a FATEC Tatuí ¿ Faculdade de Tecnologia "Prof. Wilson Roberto Ribeiro de Camargo". Os dados foram levantados junto ao corpo discente, único público a ser consultado uma vez que a ele são prestados os serviços analisados nesta unidade de ensino. A presente pesquisa é inédita dentro da instituição de ensino superior e através da análise dos seus resultados, essa poderá colaborar com os gestores dessa instituição para a elaboração do planejamento estratégico da unidade, bem como ser extensiva às outras unidades que fazem parte do conjunto de faculdades que integram o CEETPS ¿ Centro Estadual de Ensino Tecnológico Paula Souza / Abstract: This work aims to apply the SERVQUAL Model in a public institution of higher education to evaluate the Quality of Administrative Services. So that, the SERVQUAL Model, developed by Parasuraman, Zeithaml and Berry, evaluate the expectative and the perception of the sample which uses the service, resulting in a Perceived Quality. The global result suggest that in the five proposed and evaluated dimensions on the model, the tangibility is the only one which presents positive results, which might vary in the individual courses offered by the institution. The research was limited to use the FATEC Tatuí ¿ College of Technology "Prof. Wilson Roberto Ribeiro de Camargo" as the case of study; whose research data have been raised by the school students; the only one be consulted since it is provided the services analysed in this teaching unit. The present research is inedited in the higher education institution and by the analysis of its results, it can collaborate with the managers of the institution to elaborate the strategic planning of the unit, also, it can be extended to the other college units which comprise the CEETPS ¿ Paula Souza State Center of Technological Education / Mestrado / Materiais e Processos de Fabricação / Mestre em Engenharia Mecânica

The subject of this diploma thesis is the creation of loyalty program for Assistcar, s.r.o. This company offers extensive services in the auto repair industry and the loyalty program is what the company is missing. The diploma thesis contains a theoretical, analytical and practical part. In the first part the theoretical basis is elaborated, which is necessary for the correct creation of the loyalty program. The analytical part consists of an analysis of available and functioning loyalty programs. Further analysis of competitive programs and the whole business. The practical part includes the creation of a specific loyalty program for the company.

This thesis analyzes the study during the engagement the company Štambacher, s.r.o., which deals with plumbing works. The thesis includes description of present time and proposals of solutions. These proposals would ideally should lead to the acquisition of new orders, increase the satisfaction of customers and competitiveness in the market.

This thesis aims to increase the quality of telephone operators work and messenger network of the Mediaservis company, which competes to Czech Post and provides customer service outsourcing. The theoretical part of thesis is aimed to work motivation, wage-payment systems and employee benefits. The theory is applied in the second part of thesis, which brings suggestions to improve actual motivation system. Solutions are based on company and employee research.

Most companies' desire is to create customer relationships and the working methods have changed as a result of the increased e-commerce. Because of digitalization, the retailing field has changed dramatically. Consequently, physical stores are facing competition from online companies. Previous literature has stated that physical stores now have to focus on what happens inside the store in order to generate a pleasant experience. The research question focused on examining how Elgiganten, the largest consumer electronic store in Sweden, use customer experience and customer value in order to influence store attractiveness. This was carried out by using a qualitative approach, an exploratory nature and by conducting in-depth interviews with consumers and the company's head managers. The main findings of this study suggest that customers can not take advantage of some services when buying through e-commerce. This ability to provide service is an important part of the handling of competition from e-commerce. The retailers need to find the right balance between engagement and emotions in the physical retail environment in order to appeal to the consumers’ desires of trust & reliability in order to create an attractive experience point. By means of this, the thesis emphasised the imperative of creating experience in offline retailing.

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected. / Revisión por pares

Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology: The paper used a quantitative approach in cross-sectional design and collected totally 78 responses. The related data collection is conducted through a self-completion questionnaire in the online form.  Findings: The negative impacts of low-quality online customer service and low-quality website design on online customer experience are confirmed. There is an effective and strong connection between low-quality website design and low-quality online customer service. Conclusion: Based on the findings, H2 and H3 cannot be rejected but H1 needs to be rejected. One can therefore say that even in the context of rapid technological development, modern online shoppers have not changed their aversion to low-quality elements, that the view that low-quality online customer service and low-quality website design negatively affect OCE has not changed.

This study evaluated the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program from the New World Kirkpatrick model perspective. The CDS training program is designed to help automotive professionals in sales and service to relate to their customers by (a) thinking in a different way about human relationships, and (b) realizing their own role in relationships and behavior. The CDS training program is based on the relational systems theory concepts of relational triangles, chronic anxiety, and differentiation of self from the Bowen Family Systems Theory. The results suggest that the participants had a positive reaction to the training program. Specifically they found the training favorable, relevant to their professional needs, engaging, comprehendible, and capable of creating change in educational experience through time (level 1: reaction). They gained the intended knowledge, skills, attitude, confidence, and commitment to apply newly gained knowledge on the job (level 2: learning). Participants’ behavior changed in their ability to relate to their customers by being (a) able to think in defined ways, and (b) realize their own role in relationships and behavior. Notably, newly learned behaviors were maintained two months after the training program was complete due to a successful monitoring, reinforcing, encouraging, and rewarding system (level 3: behavior). The improvement of the associates’ relational skills indicates that the training helped the organization to move on track to their overall goal, which is to help the stakeholders to become the number one volume dealer (level 4: results). Evaluation results demonstrate that relational training based on the Bowen Family Systems Theory could be successfully implemented and show positive results for the organization and their associates. Therefore, it is recommended that marriage and family therapists, as specialists in relational systems thinking, would focus future research on development, application, and evaluation of relationally based trainings.