Magistro darbe yra nagrinėjami vartotojų elgsenos ypatumai renkantis kelionių organizatorių Šiaulių regione. Darbui atlikti buvo remiamasi lietuvių ir užsienio autorių moksline literatūra, EUROSTAT, LR Statistikos departamento duomenimis, turizmo tendencijų apžvalgomis, taip pat Šiaulių regiono kelionių organizatorių paslaugų vartotojų elgsenos tyrimo duomenimis. Pirmojoje dalyje nustatoma kelionių organizatorių vieta versle ir tendencijos Šiaulių regione. Analizuojama turizmo verslo infrastruktūra, nagrinėjama kelionių organizatorių veikla Europos Sąjungoje ir Lietuvoje, bendros kelionių organizavimo rinkos tendencijos Šiaulių regione. Antrojoje dalyje atliekama teorinė vartotojų elgsenos, renkantis kelionių organizatorių analizė. Pateikiama turizmo paslaugų vartotojų elgsenos samprata, išskiriami turizmo paslaugų vartotojų tipai, turizmo paslaugų pasirinkimą lemiantys veiksniai, aptariami ir palyginami įvairių užsienio ir lietuvių autorių pateikiami turizmo paslaugų vartotojų elgsenos modeliai. Trečiojoje dalyje atliekamas vartotojų elgsenos tyrimas renkantis kelionių organizatorių Šiaulių regione. Tyrimu nustatyta Šiaulių regiono vartotojų keliavimo elgsena, kelionių organizatorių pasirinkimo kriterijai, atliktas kelionių organizatorių paslaugų kokybės vertinimas. Teorinės ir praktinės empirinių duomenų analizės metu gauti rezultatai yra pagrindas išvadoms ir rekomendacijoms, kurios pateikiamos magistro darbo pabaigoje. / In master‘s final work the peculiarities of customers behavior in choosing travel organizators in Šiauliai region were analyzed. Work is based on Lithuanian and foreign authors’ literature analysis, EUROSTAT, Lithuanian Statistical Department, etc. data, Šiauliai region customers survey results. In the first part the place of travel organizators in tourism business as well as Šiauliai region is observed. Tourism business infrastructure, main tourism trends in European Union and Lithuanian tourism markets as well as Šiauliai region analyzed. In the second part the theoretical analysis of tourism customer’s behavior is made. Tourism services customer’s behavior definition given, main tourism customers types, their behavior influencing factors distinguished, different behavioral models proposed by Lithuanian and foreign authors analyzed and compared. In the third part the survey of Šiauliai region travel organizators’ services customers was made. Survey helped to observe customers behavior, to distinguish their travel organizators choosing criteria as well as evaluate Šiauliai region travel organizators services quality. Basing on theoretical and empirical research results the conclusions and recommendations are given at the end of work.

The thesis “ Proposal of the Improvement of Customer Satisfaction Standard” examines how customers are satisfied with the company STEL Hockey, spol. s r. o., which runs an ice hockey hall. The thesis contains an analysis of the company’s current state, marketing research of customer satisfaction, and suggestions on how to improve the present-day services as well as a proposal for introducing new services in order to enhance customer satisfaction.

This thesis lays emphasis on the satisfaction of the customer and building up relationship between the company and the customer. This thesis contains measurement of customer satisfaction with products and services offered by company CIPRES FILTR BRNO, Ltd. and the improvement suggestion of these services. Objection of marketing research is increase competitive advantage of company and attain better stability on extended industry market.

Diploma thesis is dedicated to utilization of marketing tools to increase conversion and customer satisfaction in the company Branding Manual s.r.o., which deals with graphic design and information technology. Through the analytical approach are evaluated advantages and weaknesses of the company. On the basis of these facts were proposed and calculated the improvements.

The master’s thesis deals with marketing survey, concretely analysis of customers satisfaction in a sport shop, Florbalovaprodejna.cz, with floorball equipment. In the practical part , the marketing analysis of the company is made with accomplishment and evalutation the customers satisfaction survey. This practical part comes from the theoretic basis of the master’s thesis.The survey of customers satisfaction research is carried out using the questionnaire method. On the basis of learned and evaluated information, acquired from the survey, a suggestion is formed for maintenance of customers satisfaction with sequentially increase the level of satisfaction.

The aim of this thesis is to analyze the current state of the process of internal and customer complaint management in REHAU Automotive s.r.o., Moravská Třebová. Based on the facts to make own proposals for improving the process of managing inter-nal and customer complaints, which will lead to a more efficient process, thus saving time, costs and overall improving of quality management in the company.

The thesis concetrates on the customer satisfaction research with provided service. The customer satisfaction is one of the key success factors on the market. The result and the goal of this thesis is output in the form of suggestions and recommendations, which should lead to an increase in the current level of customer satisfaction in future.

This master’s thesis deals with marketing mixture of a specific enterprise. The aim of this thesis is to analyze the current state of the marketing mixture of a specific enterprise and a recommendation for a new marketing mix. Main aim of thesis is formulation of proposals for improving of marketing mix, which will help to increase the number of new customers.

Dans cette thèse sur travaux, l’auteur part de deux travaux précédents sur la rentabilité de la fidélisation et la détermination du potentiel client pour faire un constat : une partie de la rentabilité de la fidélisation et du potentiel pour une marque est basée sur la part captable du chiffre d’affaire fait à la concurrence ; le taux de captation.Dans ce nouveau travail il s’agit de montrer que le taux de captation est basé sur l’élasticité du taux de nourriture. A partir d’une analyse de la littérature et de plusieurs modélisations sur des données de panel scannérisées, l’auteur démontre, sur plusieurs marchés, que l’élasticité du taux de nourriture est contrainte et prévisible.C’est donc en tenant compte de cet écart limité qu’une marque peut estimer le taux de captation et donc la rentabilité de la fidélisation ainsi que le potentiel client. / In this thesis based on works the author goes from two previous studies on the profitability of loyalty and customer potential determination to make a statement : part of the profitability of loyalty and of the potential for a brand is based on the reachable share of turnover done by the competition ; the catch rate.In this new work it is shown that the catch rate is based on the elasticity of the share of category requirement. From a review of the literature and several modeling on scanning panel data the author demonstrates on several markets that elasticity of the share of category requirement is limited and predictable.Then it’s in taking into account this small difference that a brand can estimate the “catchable” rate and therefore the profitability of loyalty and potential of a customer.

The door closing action is a recurrent situation when using a vehicle, and its sound is therefore a common sensation, which would elicit pleasant feelings. Sensory pleasantness is an important aspect in terms of customer’s perspective, and it can be a contributing factor when deciding to buy or not a specific vehicle. The first contact between a prospective customer and the automobile usually happens in car salons or at the car retailer. The initial impression of the vehicle might be sight-based, and the door may commonly be the first physical contact. Depending on the car brand and type, doors differ in terms of mass, structure, dimension. Furthermore, there are differences regarding the latching system and the door sealing structure, in terms of material and construction. The closing sound produced when slamming the door is related to all these parameters. Auditory pleasantness can be described by characteristics of the sound that are described through psychoacoustics. Loudness, sharpness, roughness, and tonality are important auditory parameters to objectively describe this complex sensation. The aim of car doors would be to generate an enthusiastic, low-pitched, and saturated sound, which would elicit feelings of solidity, robustness, and security. On the other side, a metallic, high-pitched, fragmented sound could be a source of annoyance and produce feelings of insecurity and cheap vehicle.The present work aims to provide a broad picture on the mechanics and acoustics of door closing for automobiles. In specific, the closing sound was evaluated in relation to the door gaskets and their sealing performance over time. The sealing performance was analyzed in energy and force terms. The door closing motion was studied as a quasi-static problem, as well as a dynamic problem, where the former is related to the latching capability of the door, the latter is connected to the slamming action. The measurement results include the sealing performance trend from fresh to aged gaskets. From these measurements, the rubber non-linear behaviour could then be evaluated from a sound quality perspective. The acoustic analysis revealed inconsistencies of the psychoacoustic parameters in the description of the hearing sensations. Spectral analysis was also implemented to capture the door closing phenomenon, and the Wavelet transform emerged as the method with the highest resolution in the description of the sound wave progression.Several measurements were performed in order to assess all the established points, and methods were implemented for the sealing stiffness analysis and the acoustic analysis. The severe transiency of the door closing event was put in evidence. The stiffness analysis method showed also potential in helping to adjust the end of line tuning of the vehicle. Finally, benchmarking was included in the project, which enabled comparisons with competitor cars. / Dörrstängning är en återkommande händelse när ett fordon används, och ljudet bör därför ge ett positivt intryck och korrekt information till brukaren. Ett behagligt intryck är en viktig aspekt ur kundens perspektiv och kan vara ett var flera bidragande faktorer när beslut tas om att köpa eller inte köpa ett fordon. Den första kontakten mellan en potentiell kund och bilen sker vanligtvis i bilsalonger eller hos bilhandlare. Det första intrycket av fordonet kan vara visuellt, och dörren är ofta den första fysiska kontakten. Beroende på biltyp och fabrikat skiljer sig dörrarna åt när det kommer till massa, struktur och dimensioner. Dessutom kan det finnas skillnader i låssystem och dörrtätningskonstruktion såsom i både material och utformning. Stängningsljudet som uppstår när dörren slås igen är relaterat till alla dessa parametrar. Ett ljuds upplevda behaglighet i det beror på ljudets egenskaper, som beskrivs med hjälp av psykoakustik. Ljudstyrka, skärpa, råhet och tonalitet är viktiga auditiva parametrar för att objektivt beskriva detta komplexa intryck. Målet med bildörrar bör vara att generera ett dovt och mättat ljud, för att framkalla känslor av soliditet, robusthet och säkerhet. Å andra sidan kan, ett metalliskt, högfrekvent och skramligt ljud vara en källa till irritation och ge känslor av osäkerhet och låg kvalité.Syftet med detta arbete är att ge en övergripande beskrivning av dörrstängning och akustiken kring detta. I synnerhet utvärderades stängningsljudet i förhållande till dörrpackningarna och deras tätningsprestanda mätt över tiden. Tätningsprestanda analyserades i energi- och krafttermer. Dörrens stängningsrörelse studerades både som ett kvasistatiskt problem och som ett dynamiskt problem. Det förstnämnda är relaterat till dörrens låsningsförmåga, medan det sistnämnda är kopplat till smällar i dörren. Mätresultaten visade hur tätningsprestandan förändras över tiden. Gummits icke-linjära beteende har också utvärderats med ett ljudkvalitetsperspektiv. En spektralanalys genomfördes av ljudet från dörrstängningar och Wavelet-transformen visade sig vara den lösning som gav bäst kvalitet. Flera mätningar utfördes för att bedöma alla fastställda punkter och metoder infördes för analysen av tätningens styvhet och för den akustiska analysen. Den kraftiga transiensen i dörrstängningen kunde ses i resultaten. Styvhetsanalysen visade även hur den utvecklade metoden skulle kunna bidra till att justera fordonets end-of-line inställningar. Slutligen ingick benchmarking i projektet vilket möjliggjorde jämförelser med konkurrentbilar.