In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose of this study to investigate if the demographic aspects have any influence on loyalty. Through a questionnaire survey, this study examined whether there is an influence of the demographic aspects on loyalty. The questionnaire consisted of questions based on previous research. It was distributed to people in Kristianstad on three different locations. Overall response rate to the questionnaires distributed gave us a participation of 110 respondents. The results were then statistically processed in order to test if there is a significant difference in loyalty within the various demographic aspects. According to this study, we could not find any differences in the demographic aspects. However, we were able to find small differences in the mean values ​​between the different groups in the demographic aspects / I dagens Sverige är i stort sett alla personer på något sätt kopplade till en bank. Det kan vara alltifrån lån, sparande, aktier m.m. Nästan alla personer i dagens Sverige har ett transaktionskonto dit lön, studiemedel m.m. utbetalas. På grund utav det stora utbudet av banker har det blivit viktigare för bankerna att vara konkurrenskraftiga i sina tjänster till sina kunder så att de inte byter bank. Detta har medfört att fler och fler banker satsar mycket resurser på att få sina kunder att bli lojala mot banken. Lojalitet är resultatet utav flera sammanhängande faktorer som exempelvis kundnöjdhet och service. Detta leder till uppsatsens syfte att undersöka ifall de demografiska aspekterna har påverkan på lojalitet. Genom en enkätundersökning har denna studie undersökt ifall det finns en påverkan av de demografiska aspekterna på lojalitet. Enkäten bestod av frågor som grundar sig på tidigare forskning. Den delades ut till personer i Kristianstad vid tre olika tillfällen. Totala svarsfrekvensen på de utdelade enkäterna gav oss ett deltagande på 110 respondenter. Resultaten har sedan bearbetats statistiskt för att testa ifall det råder signifikanta skillnader på lojalitet inom de olika demografiska aspekterna. Enligt denna studie kunde vi inte påvisa några skillnader inom dem demografiska aspekterna. Däremot kunde vi urskilja små skillnader i medelvärdena mellan de olika grupperna i de demografiska aspekterna.

Данное диссертационное исследование посвящено выявлению и обоснованию особого вида оппортунизма – оппортунизм розничного покупателя (ОРП). В работе выявлены отличительные особенности ОРП от экономического оппортунизма и потребительского экстремизма, маркетинговые факторы проявления данного феномена, предложена классификация явления и приведена типологизация потребительского поведения в зависимости от степени проявления оппортунистических реакций. Практическим результатом исследования послужило формулирование маркетинговой характеристики покупателя-оппортуниста и разработка алгоритма взаимодействия с покупателями, снижающего риски проявления ОРП, внедренного в деятельность компании посредством проектного управления. / This thesis research is devoted identification and justification specific type of opportunism – opportunism of retail buyer (ORB). In paper is identification distinctive features ORB from economy opportunism and customer’s extremism, marketing factors appearance this phenom, introduce classification of event and typologisation customer’s behavior depending on the degree of appearance opportunistic reactions. Practical result of research is marketing characteristic of opportunistic buyers and making algorithm interaction with customers which reducing appearance ORB, which using in active of company with help project management.

The diploma thesis deals with the analyzing of customers' satisfaction with products and service in general, afterwards focusing on the following application on KomTeSa, Ltd. The goal of the diploma thesis is to explain the basis and importance of this field, to analyze concrete companies' level of their own customers' satisfaction and, in consequence, to define a possible solution that can help each company both eliminate its weaknesses and satisfy the clients better.

Made available in DSpace on 2015-03-05T18:36:37Z (GMT). No. of bitstreams: 0 Previous issue date: 16 / Nenhuma / Apesar da evidente relevância da integração entre diferentes áreas funcionais, raros são os trabalhos que contemplam os efeitos dessa integração sobre o desempenho das organizações. O enfoque mais freqüente diz respeito à natureza dos conflitos existentes, à análise das barreiras que dificultam a integração ou aos mecanismos que facilitam a sua ocorrência. Este trabalho buscou analisar o impacto da relação entre as áreas de operações e marketing sobre a satisfação de clientes. Para tanto, foi realizado um estudo na indústria moveleira, utilizando como fonte de dados três empresas do setor, localizadas na cidade de Bento Gonçalves/RS, considerada um pólo do setor no Rio Grande do Sul. O método compreendeu a realização de duas pesquisas de natureza qualitativa: a primeira, para avaliar a existência e o nível de integração entre as áreas de operações e marketing; a segunda, para avaliar, entre clientes do setor moveleiro, o que consideravam importante que seu fornecedor oferecesse para que seu nível de satisfaçã / Despite the evident relevance of the integration between different functional areas, rare are the cases that contemplate the effect of this integration in the performance of the organizations. The most frequent approach is related to the nature of the existing conflicts, to the analysis of the barriers that make difficult the integration or the mechanisms that facilitate its occurrence. The present work looked for analyzing the impact of the relation between the operational and marketing areas concerning customer’s satisfaction. So a study about the furniture industry was performed, using three companies of the sector as source of data, located in the city of Bento Gonçalves/Rio Grande do Sul, which is considered as an important region of the sector. The method was based on the accomplishment of two researches of qualitative nature, the first one to evaluate the existence and the level of integration between the operational area and the marketing area, while the second one to evaluate, among the customers of

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

The topic of this diploma thesis is „Philosophy of improving quality in marketing“. The aim of the thesis is new concept of customer’s satifaction evaluation in the company Pekárny a cukrárny Náchod, a.s, analyse of actual situation of customer’s satifaction evaluation in the company, suggestions for it’s improvement and creation of new questionary for monitoring customer’s satifaction in the company.

The Master’s thesis deals with competitiveness of proposal and creation marketing strategy. It contains proposals of implementation marketing strategy in company Visus Agency Inc.

Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-10-08T14:58:45Z No. of bitstreams: 1 Rogério Inácio KnebeL_.pdf: 2220532 bytes, checksum: 0d612ed1de68a73a97697f38d176b2e9 (MD5) / Made available in DSpace on 2018-10-08T14:58:46Z (GMT). No. of bitstreams: 1 Rogério Inácio KnebeL_.pdf: 2220532 bytes, checksum: 0d612ed1de68a73a97697f38d176b2e9 (MD5) Previous issue date: 2018-06-27 / Nenhuma / O serviço no varejo se torna uma diferenciação quando o mesmo é percebido pelo consumidor, desta forma, agregando na sua experiência. A execução do serviço passa efetivamente pelos funcionários que desempenham a função de atendimento a este consumidor. Diante disto, este estudo tem como objetivo analisar a orientação para o serviço (OS) dos funcionários que fazem o atendimento dos consumidores e, em seguida, testar a influência da OS sobre a qualidade percebida do serviço do varejo e a experiência do consumidor. Foi realizada uma survey no varejo de lojas físicas (offline), sendo medida a OS a partir da avaliação dos funcionários (n=100), e a qualidade percebida e a experiência sob o ponto de vista dos consumidores (n=1.000). A técnica estatística adotada para análise dos dados foi a Modelagem de Equações Estruturais (MEE). Os resultados mostraram uma influência não significativa da orientação do serviço ao consumidor na qualidade percebida do serviço e na experiência do consumidor. / The retail service becomes distinctive when it is noticed by the customer, thus, adding up in his experience. The execution of the service actually relies on the employees who perform the assistance to this customer. Therefore, this study aims at analyzing the orientation to service (OS) of the employees who perform customers’ assistance and, then, testing the influence of the OS upon the quality of retail service perceived and the customer’s experience. Hence a survey was carried out in physical stores (offline), where the OS was measured through employees evaluation (n=100), also the quality perceived and the experience from the customer’s point of view (n=1000). The adopted statistic technique were: Structural Equation Modeling. Results showed a nonsignificant influence of employee service orientation on customers experience and quality of service perceived.