The goal of my diploma theses is to use the questionnaire research to analyse the Hotel Kaskády guests' satifisfaction with the services provided. This work is trying to focus on psychology of satisfying customers' needs and the uniqueness of each guest's personality. The other goal is to improve the questionnaire form used for the hotel research and come out with the ideas how to make it more simple for the guests and more practical and valuable according to the results the questionnaire brings.

Este trabalho tem por objetivo quantificar as relações entre a demanda de energia elétrica e suas principais relações com os indicadores econômicos, socioeconômicos e comportamentais do País, busca a relação do consumo de eletricidade com o PIB - Produto Interno Bruto, seus agregados econômicos e o consumo de eletricidade do Brasil, Região Sudeste e o Estado de São Paulo, com suas principais classes de consumo residencial, comercial e Industrial, no período de 1984 a 2007. Para análise estatística, foi utilizado o E-Views como suporte e avanços para obtenção de melhores coeficientes estatísticos e tratamento dos dados. Os resultados encontrados foram condizentes com o esperado. A demanda nacional mostrou-se elástica ao comportamento do Produto Interno Bruto do País, para o período de 2003 2007, sendo constatada uma forte correlação aos indicadores econômicos. A Região Sudeste, denominada a locomotiva do crescimento nacional por sua maior predominância de indústria e comércio na região, mostrou-se elástica ao PIB, mas ligeiramente menor comparada ao comportamento do consumo nacional, reflexo de mudanças e incentivos governamentais para expansão e criação de pólos industriais em regiões pioneiras e em plena expansão demográfica. Com relação à classe residencial do Estado de São Paulo, o consumo mostrou-se inelástico com as taxas de crescimento da renda, isto é, o crescimento do consumo residencial é inferior ao crescimento da renda, mas com fracos resultados estatísticos nas variações apresentadas por este indicador econômico; necessitando porém, de estudos mais avançados incluindo outras variáveis de controle como o preço e outros fatores que são apresentados ao decorrer do trabalho. Para a classe comercial do Estado de São Paulo, encontrou-se a melhor relação com PIB Serviços Brasil e para a demanda industrial, sua aderência ao PIB Industrial Brasileiro. / The objective of this work is to quantify the relations between the demand of electric energy and its main relations with the economic, socio-economic and behavioral indicators of the Country, searching the relation of electricity consumption with the GDP Gross Domestic Product, its economic aggregates and the consumption of electricity of Brazil, Southeast region and the State of São Paulo, with its main classes of residential, commercial and Industrial consumption, in the period between 1984 to 2007. For statistical analysis, the E-Views were used as a support and advances to obtain the best statistical coefficients and data processing. The results obtained were compatible with those expected. The national demand proved to be flexible to the behavior of the Gross Domestic Product of the Country for the period of 2003 - 2008, being evidenced the strong relation to the economic indicators. The Southeast Region called the locomotive of the national growth for its bigger predominance of industry and commerce in the region, proved to be elastic to the GDP, but slightly lower compared with the behavior of the national consumption, reflexion of changes and government incentives for expansion and the creation of industrial areas in pioneer regions with booming population. Regarding to the residential classes of the State of São Paulo, the consumption proved to be inelastic with the growth rates of the income, that is, the growth of the residential consumption is inferior to the growth of the income, but with small statistics relations in the variations presented for this economic indicator, needing however, more advanced studies including other control variables as the price and other things presented in the work. For the commercial class of the State of São Paulo, the relation with the Services GDP Brazil was better and for the industrial demand its adhesion to the Brazilian Industrial GDP.

<p>Syfte: Syftet med denna uppsats är att utveckla ett underlag till en marknadsplan för klädbutiken Fico Store som ska ligga till grund för ett försök att öka konsumtionsnivån hos de befintliga kunderna, som infattas av både stamkunder och sällankunder.</p><p>Metod: Vi har valt att använda oss av både en kvalitativ metod i form av en intervju samt en kvantitativ metod i form av en enkät. De har tillsammans redovisats i empirikapitlet i form av text och diagram efter att materialet kodats och bearbetats. Analyser har gjorts löpande i empirikapitlet och i strategikapitlet där empiri har ställts emot teori.</p><p>Resultat & slutsats: Tydlig positionering och arbete med kundrelationer är av största vikt för en mindre fristående butik. Vår studie visar också att det är svårt att rikta sig mot en viss kundgrupp då samma kläder kan falla många i smaken oavsett ålder. Val av sortiment påverkar i hög grad hur butikens positionering uppfattas. Olika syn på service bland olika kundgrupper, stamkunder är mer angelägna om service än sällankunder.</p><p>Förslag till fortsattforskning: En jämförande studie vad gäller kunder och deras beteende mellan olika konkurrenter inom branschen. Ytterligare en intressant studie tycker vi skulle vara att se hur de stora kedjorna reagerar mot små fristående butiker.</p><p>Uppsatsens bidrag: Uppsatsen har framförallt bidragit med kunskap om Ficos nuvarande kunder samt kundernas uppfattningar och behov. Vi tror att studien är en bra grund för Ficos arbete med en framtida marknadsplan.</p> / <p>Aim: The purpose of this study is to develop basic data to a marketing plan for the clothing store Fico Store which is supposed to be a base for their work to increase the level of consumption among their existing customers, both regular and durable.</p><p>Method: We choose to use both a qualitative method by doing an interview and a quantitative method by doing a questionnaire. We have presented them together in the empirical part in the form of text and diagrams after they had been coded and processed. Analyzes has been done continuously in the empirical part and in the strategic part where the empiricism and the theory is set against each other.</p><p>Result & Conclusions: A clear positioning and the work with customer relationships are of high importance for a small independent store. Our study also shows that it’s hard to concentrate on a certain group of customers because the same clothes can be liked by people in different ages. The selection of the assortment highly influences how the stores positioning is cognized. Different view of service between different groups of customers, the regular think it’s more important than the durable.</p><p>Suggestions for future research: A comparing study regarding customers and their behavior between different competitors in the business. Another interesting study would be, according to us, to see how the big chains of shops react against small independent stores.</p><p>Contribution of the thesis: This study has in particular conduced to knowledge of Ficos existing customers and also the customers’ appreciations and needs. We think this study is a good base for Ficos work with a future marketing plan.</p>

Syfte: Syftet med denna uppsats är att utveckla ett underlag till en marknadsplan för klädbutiken Fico Store som ska ligga till grund för ett försök att öka konsumtionsnivån hos de befintliga kunderna, som infattas av både stamkunder och sällankunder. Metod: Vi har valt att använda oss av både en kvalitativ metod i form av en intervju samt en kvantitativ metod i form av en enkät. De har tillsammans redovisats i empirikapitlet i form av text och diagram efter att materialet kodats och bearbetats. Analyser har gjorts löpande i empirikapitlet och i strategikapitlet där empiri har ställts emot teori. Resultat &amp; slutsats: Tydlig positionering och arbete med kundrelationer är av största vikt för en mindre fristående butik. Vår studie visar också att det är svårt att rikta sig mot en viss kundgrupp då samma kläder kan falla många i smaken oavsett ålder. Val av sortiment påverkar i hög grad hur butikens positionering uppfattas. Olika syn på service bland olika kundgrupper, stamkunder är mer angelägna om service än sällankunder. Förslag till fortsattforskning: En jämförande studie vad gäller kunder och deras beteende mellan olika konkurrenter inom branschen. Ytterligare en intressant studie tycker vi skulle vara att se hur de stora kedjorna reagerar mot små fristående butiker. Uppsatsens bidrag: Uppsatsen har framförallt bidragit med kunskap om Ficos nuvarande kunder samt kundernas uppfattningar och behov. Vi tror att studien är en bra grund för Ficos arbete med en framtida marknadsplan. / Aim: The purpose of this study is to develop basic data to a marketing plan for the clothing store Fico Store which is supposed to be a base for their work to increase the level of consumption among their existing customers, both regular and durable. Method: We choose to use both a qualitative method by doing an interview and a quantitative method by doing a questionnaire. We have presented them together in the empirical part in the form of text and diagrams after they had been coded and processed. Analyzes has been done continuously in the empirical part and in the strategic part where the empiricism and the theory is set against each other. Result &amp; Conclusions: A clear positioning and the work with customer relationships are of high importance for a small independent store. Our study also shows that it’s hard to concentrate on a certain group of customers because the same clothes can be liked by people in different ages. The selection of the assortment highly influences how the stores positioning is cognized. Different view of service between different groups of customers, the regular think it’s more important than the durable. Suggestions for future research: A comparing study regarding customers and their behavior between different competitors in the business. Another interesting study would be, according to us, to see how the big chains of shops react against small independent stores. Contribution of the thesis: This study has in particular conduced to knowledge of Ficos existing customers and also the customers’ appreciations and needs. We think this study is a good base for Ficos work with a future marketing plan.

Este trabalho tem por objetivo quantificar as relações entre a demanda de energia elétrica e suas principais relações com os indicadores econômicos, socioeconômicos e comportamentais do País, busca a relação do consumo de eletricidade com o PIB - Produto Interno Bruto, seus agregados econômicos e o consumo de eletricidade do Brasil, Região Sudeste e o Estado de São Paulo, com suas principais classes de consumo residencial, comercial e Industrial, no período de 1984 a 2007. Para análise estatística, foi utilizado o E-Views como suporte e avanços para obtenção de melhores coeficientes estatísticos e tratamento dos dados. Os resultados encontrados foram condizentes com o esperado. A demanda nacional mostrou-se elástica ao comportamento do Produto Interno Bruto do País, para o período de 2003 2007, sendo constatada uma forte correlação aos indicadores econômicos. A Região Sudeste, denominada a locomotiva do crescimento nacional por sua maior predominância de indústria e comércio na região, mostrou-se elástica ao PIB, mas ligeiramente menor comparada ao comportamento do consumo nacional, reflexo de mudanças e incentivos governamentais para expansão e criação de pólos industriais em regiões pioneiras e em plena expansão demográfica. Com relação à classe residencial do Estado de São Paulo, o consumo mostrou-se inelástico com as taxas de crescimento da renda, isto é, o crescimento do consumo residencial é inferior ao crescimento da renda, mas com fracos resultados estatísticos nas variações apresentadas por este indicador econômico; necessitando porém, de estudos mais avançados incluindo outras variáveis de controle como o preço e outros fatores que são apresentados ao decorrer do trabalho. Para a classe comercial do Estado de São Paulo, encontrou-se a melhor relação com PIB Serviços Brasil e para a demanda industrial, sua aderência ao PIB Industrial Brasileiro. / The objective of this work is to quantify the relations between the demand of electric energy and its main relations with the economic, socio-economic and behavioral indicators of the Country, searching the relation of electricity consumption with the GDP Gross Domestic Product, its economic aggregates and the consumption of electricity of Brazil, Southeast region and the State of São Paulo, with its main classes of residential, commercial and Industrial consumption, in the period between 1984 to 2007. For statistical analysis, the E-Views were used as a support and advances to obtain the best statistical coefficients and data processing. The results obtained were compatible with those expected. The national demand proved to be flexible to the behavior of the Gross Domestic Product of the Country for the period of 2003 - 2008, being evidenced the strong relation to the economic indicators. The Southeast Region called the locomotive of the national growth for its bigger predominance of industry and commerce in the region, proved to be elastic to the GDP, but slightly lower compared with the behavior of the national consumption, reflexion of changes and government incentives for expansion and the creation of industrial areas in pioneer regions with booming population. Regarding to the residential classes of the State of São Paulo, the consumption proved to be inelastic with the growth rates of the income, that is, the growth of the residential consumption is inferior to the growth of the income, but with small statistics relations in the variations presented for this economic indicator, needing however, more advanced studies including other control variables as the price and other things presented in the work. For the commercial class of the State of São Paulo, the relation with the Services GDP Brazil was better and for the industrial demand its adhesion to the Brazilian Industrial GDP.

Bakgrund: Vikten av mer bundna business-to-business-relationer från leverantörsidan är vida erkänd. Det är dock inte självklart att kunden i en B2B-relation strävar efter samma mål som leverantören i detta anseende. Kunden påverkas av faktorer i mer bundna och mer obundna relationer och måste förhålla sig till dessa samtidigt som de navigerar i sina leverantörsrelationer för att försöka åtnjuta fördelarna med både lång- och kortsiktighet. Syfte: Att förstå hur B2B-kunder hanterar och navigerar i B2B-relationer för att åtnjuta fördelar med både mer bundna och mer obundna B2B-relationer. Metod: Studien har använt en kvalitativ ansats och en deduktiv metod där en teoribas lagts fram. Sedan har tre ostrukturerade intervjuer genomförts med personer som på företag ansvarar för, hanterar eller beslutar om företagets leverantörsrelationer. Slutsats: Studien visar bland annat att: (1) Kunder kan erhålla mer frihet genom att vara mer bundna med sina leverantörer. (2) Kunder har flera relationer med samma leverantör där det inte är möjligt att uppnå bundna och obundna fördelar med enbart en relation till leverantören. (3) Kunder inte eftersträvar fullständig organisatorisk bundenhet eller obundenhet utan att istället åtnjuta fördelarna med att positionera sig däremellan. Kunder önskar ramarna av en mer bunden relation och samtidigt vara i stånd att inom dessa ramar röra sig mer fritt, likt en mer obunden relation; en slags gyllene medelväg.

The thesis is target on the analysis of quality management in the company LABARA, s.r.o. There is described the methodology of quality in general and in context of customers satisfaction, which is subject of the theoretical part of this thesis. The practical part is target on suggestion of the evaluation system of customers satisfaction, on the interpretation of information and proposes for improving cutomers satisfaction.

Submitted in fulfilment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, 2012. / Online banking in the financial sector has revolutionised the banking industry. This study aims to determine the perception of electronic banking, from the consumer`s perspective among Congolese consumers using South African banks in the Greater Durban area. Banks are competing on the basis of technology and service offering to win a sizeable share of the online market. Congolese consumer is a good target market, however, very little is known about the factors influencing Congolese consumer behaviour in the online banking sector in Durban. An understanding of the demographic profile, factors prompting the use of electronic banking and motivators influence the adoption of electronic banking. Analyses of Congolese customers adopting electronic banking will facilitate the formulation of marketing strategies to foreign nationals in South Africa. The empirical section of the study involved data collection through the use of self-completion questionnaires administrated by the researcher. A survey was conducted in the greater Durban area using convenience sampling methodology and 288 completed questionnaires were collected by the researcher. The key findings revealed that the demographic profile (gender, area of residence, marital status, and income categories) influences the adoption of electronic banking as a segmentation basis. It was interesting to note that most of respondents were married and reside in Central Durban and South Durban. Furthermore, psychological factors (motivators, attitudes, perceptions and perceived risk) were found to influence the adoption of electronic banking to a large extend. Interestingly, cultural factors (social class, age and education level)play a significant role in the adoption of electronic banking by Congolese customers of South African banks. The findings also revealed that the driving force for the adoption of electronic banking was that respondents have a job which requires them to have a bank account. Most of the banks in South Africa offer free internet banking to their clients. Since convenience sampling method was used, the findings of this study may not be generalised. Based on the findings of this study it is apparent that the customer analysis of banking clients should be examined on a regular basis. A customised strategy for foreign national customers residing in South Africa should be developed on a regular basis.

No description available.

Bakalauro baigiamajame darbe nagrinėjama klientų dalyvavimo Lietuvos seniūnijų paslaugose valdymo tema. Tiriamą problemą apibūdina klausimas: kokiomis priemonėmis turi būti valdomas klientų dalyvavimas, kad jie taptų viešųjų paslaugų bendrakūrėjais? Teorinėje darbo dalyje pateikiama klientų dalyvavimo paslaugose bei bendrojo paslaugų kūrimo samprata; analizuojami klientų dalyvavimo aktyvumą išreiškiantys lygiai; identifikuojami veiksniai, įtakojantys klientų sprendimą dalyvauti skirtinguose lygiuose; analizuojamas klientų dalyvavimo viešosiose paslaugose valdymas kaip atskirų, bet tarpusavyje susijusių veiklų atlikimas: atranka, mokymas, motyvavimas. Empirinėje darbo dalyje apklausus 600 aktyvių gyventojų dalyvavimo viešosiose paslaugose prasme, identifikuojamas viešųjų paslaugų bendrakūrėjų socio-demografinis portretas; nustatomas bendrojo kūrimo potencialas; identifikuojamos Lietuvos seniūnijose naudojamos klientų atrankos, mokymo ir motyvavimo priemonės; ekspertų interviu metodu nustatytos valdymo priemonės, kurios įgalina klientus tapti viešųjų paslaugų bendrakūrėjais. / Bachelor’s final paper analyses management of participation of customers in the services provided by Lithuanian township. The topic is defined by the question: what means should be used to manage customers’ participation in order they became public service co-creators. Theoretical part of the paper gives concepts of customer participation in the services and co-production; analyses customer participation activity expressing levels; identifies factors influencing customers’ decision to participate in different levels; analyses management of customers’ participation in public services like execution of separate but interlinked activities: selection, training, motivation. In the empirical part 600 respondents active from the point of view of participation in public services were interviewed; public service co-creators’ socio-demographic portrait is identified, co-production potential is established, customer selection, training and motivation means used in Lithuanian township are identified; expert interview method is used to find out the management means enabling the customers to become public service co-creators.