In order to meet the demand of expanding leisure tour market and to reduce the impact on agriculture because of joining the World Trade Organization (WTO), the government actively promotes the policy of 'recreation agriculture' and hopes to upgrade the agriculture by ways of adopting the managerial concept and idea of travel service. Because 'recreation agriculture' has been lacking a set of approval procedures and rating standards, leisure farm visitors maybe choose the inferior leisure farms with poor service quality in lack of ample information. The tourists with bad experiences about leisure farms will not visit leisure farms in the future. That will greatly influence the future development of ' recreation agriculture '. This study aims at setting up a service quality measure of leisure farms and offers it to the government for reference in setting up the authentication and rating system. In addition, this study also investigates the interrelationships among customer¡¦s perceived service quality, satisfaction and behavioral intention. By understanding and endeavoring to improve those defects of service, the leisure farms can promote visitors' satisfaction and revisiting willingness effectively and subsequently enforce their competitiveness. In order to prove the fitness of the construct model to ' recreation agriculture ', this research adopts statistical software SPSS to verify the reliability of the measure and make the factor analysis. This study also uses software AMOS as a tool to build and analysis the linear structure model for the latent constructs of perceived service quality, customer¡¦s satisfaction and behavioral intention. The objects of this study are visitors of the tropical agricultural products exhibition of Ping-Tong, The investigation method adopted for this study is granting the questionnaire to visitors at random. The analysis result shows, visitors are most unsatisfied about following service items, including insufficient equipments for the disability person and other auxiliary equipments, such as pavilion and sun-shading seats, the attendants of the leisure farm lack the professional knowledge about agriculture and service. Another finding of this study is that students of elementary school and junior high school are apparently more satisfied with 'perceived service quality' and 'customer¡¦s satisfaction' than other visitors. Because visitors from Ping-Tong county pay lower ticket price than that for visitors from other counties, visitors from Ping-Tong county feel more satisfied about the construct of ' service value '. Path analyses verify the following hypothesis, 'perceived service quality' can positively influence 'customer¡¦s satisfaction', and 'customer¡¦s satisfaction' can positively influence 'behavioral intention', but 'perceived service quality' can not directly influence 'behavioral intention'. The managerial implications based on this study are: 1.The manager of the leisure farm should devote to improve the auxiliary equipments and attendants' agricultural knowledge and service skills in solving the service disputes. 2.Strengthen marketing for students of elementary school and junior high school to increase visitors. 3.Narrow the disparity of ticket price for visitors from Ping-Tong county and other counties to encourage people of other counties to visit the leisure farm.

A eficácia da estratégia de uma empresa é decidida, em última análise, pela maneira como os consumidores a percebem. Resultados operacionais, tais como vendas e lucros, são medidas que dependem do nível de valor agregado criado para os consumidores. Quanto mais alto esse valor, tanto melhor a estratégia. A vantagem competitiva se atinge criando mais valor que os concorrentes e o valor é definido pela percepção do consumidor. Esse trabalho tem por objetivo formular estratégias competitivas para o negócio de Poliuretano Termoplástico, na empresa FCC Fornecedora. O método de trabalho utilizado consistiu, inicialmente, na realização de uma pesquisa de satisfação de clientes. A seguir foi realizada a identificação das fragilidades e potencialidades do negócio, através da avaliação dos ambientes interno e externo, visando assim, à identificação de um conjunto de ações de melhoria coerentes às perspectivas do mercado. Através da utilização de uma matriz importância versus desempenho, a qual foi elaborada antes e após a implementação das ações, foi possível identificar que os atributos relacionados à qualidade e flexibilidade apresentaram significativo incremento em desempenho. / Efficacy of a corporation's strategy, at last, may be decided by the perception of the customers. Operational results, as profits or sales, are measurements that depend on the level of the psychological value transmitted to costumers. The higher this value, the better the strategy. Competitive advantages are accomplished through the creation of higher values than the competitors, and the value is defined by the perception of the costumers. The objective of this work is to implement strategies for the Thermoplastic Polyurethane business from FCC Fornecedora. The methodology initially applied was the customer satisfaction research. After that, were identified the fragilities and potentialities of the business, evaluating the internal and external environment, to find a set of actions or strategies that must be coherent with the market perspectives.Using a matrix importance vs. performance, before and after the implementation of that set of actions, was possible to identify the attributes related to quality and flexibility that present increase in corporation's performance.

A eficácia da estratégia de uma empresa é decidida, em última análise, pela maneira como os consumidores a percebem. Resultados operacionais, tais como vendas e lucros, são medidas que dependem do nível de valor agregado criado para os consumidores. Quanto mais alto esse valor, tanto melhor a estratégia. A vantagem competitiva se atinge criando mais valor que os concorrentes e o valor é definido pela percepção do consumidor. Esse trabalho tem por objetivo formular estratégias competitivas para o negócio de Poliuretano Termoplástico, na empresa FCC Fornecedora. O método de trabalho utilizado consistiu, inicialmente, na realização de uma pesquisa de satisfação de clientes. A seguir foi realizada a identificação das fragilidades e potencialidades do negócio, através da avaliação dos ambientes interno e externo, visando assim, à identificação de um conjunto de ações de melhoria coerentes às perspectivas do mercado. Através da utilização de uma matriz importância versus desempenho, a qual foi elaborada antes e após a implementação das ações, foi possível identificar que os atributos relacionados à qualidade e flexibilidade apresentaram significativo incremento em desempenho. / Efficacy of a corporation's strategy, at last, may be decided by the perception of the customers. Operational results, as profits or sales, are measurements that depend on the level of the psychological value transmitted to costumers. The higher this value, the better the strategy. Competitive advantages are accomplished through the creation of higher values than the competitors, and the value is defined by the perception of the costumers. The objective of this work is to implement strategies for the Thermoplastic Polyurethane business from FCC Fornecedora. The methodology initially applied was the customer satisfaction research. After that, were identified the fragilities and potentialities of the business, evaluating the internal and external environment, to find a set of actions or strategies that must be coherent with the market perspectives.Using a matrix importance vs. performance, before and after the implementation of that set of actions, was possible to identify the attributes related to quality and flexibility that present increase in corporation's performance.

A eficácia da estratégia de uma empresa é decidida, em última análise, pela maneira como os consumidores a percebem. Resultados operacionais, tais como vendas e lucros, são medidas que dependem do nível de valor agregado criado para os consumidores. Quanto mais alto esse valor, tanto melhor a estratégia. A vantagem competitiva se atinge criando mais valor que os concorrentes e o valor é definido pela percepção do consumidor. Esse trabalho tem por objetivo formular estratégias competitivas para o negócio de Poliuretano Termoplástico, na empresa FCC Fornecedora. O método de trabalho utilizado consistiu, inicialmente, na realização de uma pesquisa de satisfação de clientes. A seguir foi realizada a identificação das fragilidades e potencialidades do negócio, através da avaliação dos ambientes interno e externo, visando assim, à identificação de um conjunto de ações de melhoria coerentes às perspectivas do mercado. Através da utilização de uma matriz importância versus desempenho, a qual foi elaborada antes e após a implementação das ações, foi possível identificar que os atributos relacionados à qualidade e flexibilidade apresentaram significativo incremento em desempenho. / Efficacy of a corporation's strategy, at last, may be decided by the perception of the customers. Operational results, as profits or sales, are measurements that depend on the level of the psychological value transmitted to costumers. The higher this value, the better the strategy. Competitive advantages are accomplished through the creation of higher values than the competitors, and the value is defined by the perception of the costumers. The objective of this work is to implement strategies for the Thermoplastic Polyurethane business from FCC Fornecedora. The methodology initially applied was the customer satisfaction research. After that, were identified the fragilities and potentialities of the business, evaluating the internal and external environment, to find a set of actions or strategies that must be coherent with the market perspectives.Using a matrix importance vs. performance, before and after the implementation of that set of actions, was possible to identify the attributes related to quality and flexibility that present increase in corporation's performance.

This master's thesis analyzes customer satisfaction of specific company and defines the methods and recommendations for improvement based on this analysis. Theoretical part is aimed at describing methods used in the analysis of satisfaction, which are then used for main research in the practical part of thesis. Methods and actions designed to increase customer's satisfaction based on main analysis of described company are proposed in practical part of thesis.

Title: Research of sports center KK - aerobik service quality. Objectives: The aim of this thesis is a marketing research of quality of service provi-ded by the fitness center KK - aerobik in Prague 4 Modřany. After evalua- ting the empirical data obtained marketing research, using Brady's model define problem areas and suggest measures to improve the quality and in-crease customer satisfaction with the offered services. Methods: In this thesis the method of quantitative interviews with Brady's model in modification for fitness was used. Evaluated data were organized in excel sheets. Based on these data graphs have been processed of which the re-sults are clearly visible. Results: After evaluating all of the data and their comparison we identified several remedial measures that should contribute to improving the quality of ser-vices provided by the researched subject. Improving the quality will con-tribute to higher client satisfaction and thus to increase the traffic and thus to higher satisfaction of the management. Keywords: Service, quality, service quality, business, marketing research, questionary, customer, customer's satisfaction.

The green supply chain concept occurs to mitigate environmental degradations and controlair, water and waste pollution through the adoption of green practices in manufacturing andbusiness operations. The essential ideology behind green concept is to enhance environmental sustainability. This can be through some reviews which can be done on some previous studies, articles or /and papers which includes within its concept caring about the environmental issues. Since the environmental issues are increasing concerning the green supply chain a researchabout the actual supply chain performance and its greening in an integrated environmental management system (EMS) is required to be done. This will be shown in this research. As well as the SC is shown to be driven to ISO 14001 to meet the requirements of life cycle incombination with design and development. A modified model of EMS is suggested aftergreening the SC. It is of great importance to green the SC to come till the objective of this thesis. That is tosatisfy the customer by greening the SC and to modify an EMS which includes practisinggreening the supply chain (SC), certain themes should be studied. Firstly, description of someconcepts related to the topic of this research will be forwarded. The definitions of the SC, SCM and how together they integrate in environmental thinking will be clarified in the first hand.This will simplify the comprehensive of greening SC/SCM in an EMS. The green supply chain(GSC) can reduce the environmental pollution and production costs and it can also balance theeconomic process, create competitive advantage in terms of greater customer satisfaction, positive image and reputation. In this research the SC is also to be driven to ISO 14001, the standardization regarding theenvironmental issues and its impact management. It is valuable also to mention and not to forgetthat, as general nowadays, the increase in industry greenhouse emission are considered as aserious matter that may raise the taxes regarding the emission of more carbon dioxide, whichin turn affects the environmental impacts measure. Sweden depends on the natural resourcesand is the leading producer of ores and metals such as zinc, copper andlead. People also depend on the lakes for water so there must be certain means for a continuousimprovement, a decreasing and not an increasing in the environmental impacts which may leadto pollution and contamination. This comes to reality when an environmentally friendly inputsare utilized and transformed into outputs that can be reclaimed and re-used at the end of theirlife cycle thus creating a sustainable supply chain, considering the manufacturing process from product design development, material selection, delivery to the end the life cycle managementafter the product’s useful life. Through the review of 33 papers/studies, four of these reviews are explained and will be justified here in this research. It will be shown clearly and actually that the questions of thisresearch will get an answer and the objective will be met. In another words this research focuseson the green SC with respect to product life cycle and the design development which will beshown to be a key to customer’s satisfaction. SC performance measure; i.e. quality, delivery,cost and flexibility play an essential role on that. This will be shown when an EMS is structured keeping the basis of ISO 14001 (can be the latest version: 2015). The methodology followed is the collection of data from the papers and studies, analysis oftheir results, observations of their conclusions and the comparison of the similarity and contrast of their contributions. Extra conclusion to the conclusions of the papers can be added if found. Some recommendation is given for future studies so as a continuous gain obtained while developing the studies.

The main aim of this Master's thesis is evaluation of the current state of marketing mix in selected company. It specifies individual elements of the extended marketing mix and compares theoretical knowledge with reality. It analyses internal and external company's environment and evaluates the questionnaire survey focused on customer's satisfaction. The result of thesis is a proposal for amendments, which shoul lead to an improvement of the current marketing mix in the company.