Title: Customers satisfaction with the offer of the ski resorts services Objectives: The main goal of the thesis is the determination of customers' satisfaction with the ski resorts services and to suggest an improvement on the basis of the results. The thesis' main aim is to analyse not only customers' satisfaction with the particular services and ski resorts facilities, but also the level of services' importance within the whole offer provided by the ski resort. The results from different ski resorts are subsequently compared. Methods: The thesis utilises the quantity research performed via electronic questionnaire. The particular services are evaluated by scale, which determinates the weight of the service. The hypotheses are verified by the correlational analysis. In case of comparison of results the comparative method is used. Results: The result of the thesis is the determination of the customers' satisfaction with the ski resorts services, determination of the importance of particular services and comparison of the results between the ski resorts. All computations are mentioned in the chapter "Analysis of the Satisfaction". Keywords: research of satisfaction, customers satisfaction, services, questionnaire, analysis of competition

Due to the saturation of the market and the economic downturn in 2008, the expansion rate of shops of convenience store chains in Taiwan has shrunk rapidly. In coping with this harsh external environment, all of the proprietors strive to implement varieties of promotion activities to boost their revenue. One of the most popular schemes is the "Whole Store Integrated Promotion Strategy" initiated by 7-Eleven in 2007. That is, by means of point collecting, customers can exchange for exclusive gifts or get a discount on certain products. The market response toward this activity is so strong that makes other competitors to follow suit immediately. Hence, this promotion skill has become the panacea for lifting sales. Thus, this study uses customers of convenience stores as the subject to analyze the impacts on impulsive buying behavior on different promotion activities and to understand the degree of customers¡¦ satisfaction after they finish their shopping. Meanwhile, the impulsivity traits and the social demographic variables of customers are included in this survey as well in order to find out their relationship with the impulsive buying behavior. The result reveals that the traditional price-discount promotion activity is favored and easier to induce impulsive buying behavior than the novel point collecting one. Besides, this study also finds out that the higher impulsivity trait the customer possesses the more possibility for them to conduct impulsive buying. As for customers' satisfaction, it shows that the higher degree of impulsive buying, the more satisfy the customer is.

THESIS ABSTRACT For the past few years, the development of social welfare has a tendency of leading the managing concept of business administration, which emphasizes the connection between service and cost, and the requirement of efficiency. However, in spite of the increasing demand of long-term care, the nursing system has come across many difficulties. The competition from the related occupations, the increasing pressure, and the higher demand of nursing quality have seriously affected the maintenance of nursing organization, which also have obliged the manager of nursing organization to consider the possibility of cooperation of the same line. The intention of Strategic Alliance between the aged long-term care organization and some medical organizations has been promoted. In the near future, the manager of medical and long-term care enterprises will be up against the challenges and competitions from these organizations. And they are forced to unite and share their resources by Strategic Alliance. The manager must realize the changes inside and outside of their organizations. And it is the most important to adopt the prompt policy, management and control of their resources. Through this research, I hope there will be better understanding for the main managers on their long-term care services and evaluation of satisfaction. Also, I wish to study the elements that influence the quality of service. Therefore, the resources of long-term care might be efficiently used, and the quality will be improved as well. In experimental research, I make use of contrast of Strategic Alliance which influences the quality of service by analysis of 84 questionnaires investigation reports from Won-An and Won-Tai Nursing Centers. The experiments are independent and circuitous. . The result of this study indicates that Strategic-Alliance makes influence on either service quality or customers¡¦ satisfaction. Customers gave Won-An Nursing Center a higher appreciation because which practice Strategic-Alliance. At the end, this study offers concrete suggestions for management. Hopefully this will provide the government authorities a consultation of policy as well as a new direction of the long-term care organizations.

In order to gain more profit and be superior to others in an environment full of intense competitions, enterprises nowadays not only have to maintain the original product quality, price, and sale passageways but also need to enhance the service quality, in an attempt to increase customers¡¦ satisfaction degree and faithfulness degree. According to the newly published ISO 9001: 2000 Customer Satisfaction Management Structure, the priority in the operating system of quality management has become customers. As a result, one of a manager¡¦s responsibilities now includes emphasizing customers¡¦ relationship management and utilizing operating strategies, which customers are satisfied. The research, which consists of China Steel Chemical Corporation¡¦s new version of ISO 9001: 2000 Customer Satisfaction Management Structure, results from the collected references and information regarding customers¡¦ satisfaction degree, along with customers¡¦ opinions obtained from thorough meetings. It analyzes certain key factors affecting customers¡¦ satisfaction degree. The research-investigating subject is all the customers, who have purchased or used the products and enjoyed the service of China Steel Chemical Corporation during the time period from April 1st, 2002 to March 31st, 2003. Survey questionnaires are also examined to measure the customers¡¦ satisfaction level, so as to evaluate the entire quality of a series of coal tar products. In the meanwhile, in order to assist China Steel Chemical Corporation to meet the standards of ISO 9001: 2000 Customer Satisfaction Management Structure, procedures, which are deliberately used for estimating the customers¡¦ satisfaction degree index, are also established. The study eventually analyzes the relationship between the total quality of the coal tar products and the customers¡¦ satisfaction degree and the correlation between the customers¡¦ satisfaction degree and faithfulness degree. Following the construction of a scale measurement, the research discovers that the entire quality of the coal tar industry products is composed of the service quality and the original product quality, which includes products, sales, prices, communications, and product deliveries. Accordingly, the higher the entire quality of the products is, the higher the customers¡¦ satisfaction degree becomes. Moreover, the study also finds out that the higher customers¡¦ satisfaction degree significantly indicates the higher customers¡¦ faithfulness degree, for the customers will be more willing to purchase the products again as well as recommend others to buy the products. In addition, after developing the procedures to assess the product quality of the coal tar industry from a variety of aspects, the research reveals that by simply consulting the handy evaluation procedures, a manager will be able to come up with other suitable ways to resolve the customers¡¦ complaints as well as improve the product and service quality. The established system that combines information of the product quality and the customers¡¦ satisfaction degree, can effectively and completely reflect the customers¡¦ feedbacks. Thus, it indeed provides enterprises with valuable references in the process of improving the entire product quality efficiently. ¡iKey Words¡j: coal tar, customers¡¦ satisfaction degree, Customer Satisfaction Management Structure, service quality, customers¡¦ faithfulness degree

The topic of this diploma thesis is Customers relationship management in the wholesale. The main aim of this theses is to analyze approaches and trends in management, including evaluation outcomes of competitiva offers from perspective of customers. The second aim is to design arrangements and management approaches to improve the future.

The main aim of this thesis is to analyse actual development of company in tourist trade sector and focus on threats and risks of business in this field. The theoretical part is focused on the tourist trade area and at the same time it reports common information about crisis management. It also defines methods of analysis, which can be used in order to achieve better immunity and preparedness of company against any criris. Afterwards in practical part the thesis describes surveyed hotel Krystal and with the help of SWOT analysis and another three methods discloses threats, which are actual for the hotel. From results of all analysis follows that the hotel is going strong in crisis management field. Despite it I tried to draw up some proposals and recommendations, which can level the current crisis immunity and preparedness of the hotel up.

Title: Marketing Research on the Satisfaction of Customers Expreska Jiřího z Poděbrad. Objectives: The aim of work is find satisfaction of Expreska customers by questionnaire survey and to suggest solution based on research results, which could lead to an improvement in the criticized areas in FIT centre. Method: The method of personal questioning with non-probabilistic sample was chosen for the research. Results: The values obtained are organized in tables and graphs in result section. Key words: Marketing research, Customers Satisfaction, Questionaire, Expreska Jiřího z Poděbrad.

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.

As barreiras geográficas já não são impeditivo para a competitividade, e as organizações enfrentam uma competição cada vez mais desafiadora. As propostas de soluções tradicionais, como as iniciativas de melhoria contínua de qualidade de seus produtos e de melhoria de processos, já não são suficientes para enfrentar os novos desafios. A pesquisa de satisfação de clientes tem se apresentado como uma ferramenta importante na área de marketing, visando dar subsídios para que as organizações possam reavaliar continuamente seus produtos, suas estratégias e sua atuação de mercado, não deixando de monitorar a reação dos concorrentes. Este trabalho busca uma reflexão sobre o impacto direto no índice de satisfação dos clientes no âmbito nacional, quando estes têm seu automóvel, recém-adquirido, envolvido com problemas de defeito de fabricação, sendo necessário o uso das garantias oferecidas pelo fabricante ou, em casos mais extremos, a realização de recall ou campanhas de oficina, para sanar tais defeitos. Adotou-se a metodologia de pesquisa documental como instrumento para o desenvolvimento desta pesquisa, utilizando-se os documentos existentes na empresa analisada. Após estudo detalhado das verbalizações (relato das informações feitas pelos clientes pesquisados), reclamações, relatórios, material de apoio e resultados, conclui-se que existe relação direta entre os indicadores no período verificado, sendo que o resultado de um indicador afeta diretamente o outro. Tendo em vista o aumento da concorrência e a não alteração na metodologia ao longo dos últimos anos, foi proposto nova sistemática para para cálculo do indicador de satisfação. / The geographic barriers are not impeditive for competitiveness anymore, and the companies face competitions more and more challenging. The proposals of traditional solutions, as the initiatives of continuous quality improvement on products besides procedure improvement are not enough to face the new challenges anymore. The customer satisfaction survey is presented as a very important tool in marketing, providing subsidies in order to permit a continuous reevaluation of the products, the strategies and the performance of a company in the market, also monitoring the competitors reaction. This article aims a reflection about the direct impact on the indexes of customers satisfaction, in national scope, when they have their just-acquired automobile involved in manufacturing defects issues, being necessary the use of the guarantees offered by the manufacturer and, in extreme cases, recall or factory campaigns to eliminate such defects. The methodology of documental research was adopted as an instrument for the development of this research, using the existent documents of the analyzed company. After a detailed study of the verbalizations (information given by researched customers), such as claims, reports, support material and results, it has been concluded that there is a direct relation in the indexes of the verified period since the result of one indicator affects the other directly. Thus, in sight of the competition increase and the non-modification in the methodology along last years, it was proposed a new systematic to calculate the satisfaction indicator.

The shifting focus in the role of academic libraries entail a better understanding, awareness and responsiveness to the needs of the library users. In an environment of change and an age of accountability academic libraries have to determine and demonstrate the impact their resources and services are having on their institutional mission. Service quality is not based exclusively on the perception of the librarians, but also dependent on the perception of users. Only customers judge quality; all other judgments are essentially irrelevant" (Zeithaml, Parasuraman, Berry 1999). The reason of this study was to assess quality in the library and to determine the perceptions of the Vaal Triangle Campus Library users as they relate to quality service and to develop a model to improve service quality. The aim was to determine library users' minimum expectations for services, their desired level of service and then to identify the extent of service they currently perceive on three dimensions of service quality: affect of service, library as place and access to information. A triangulation, mixed method research methodology was employed in this study. Data was collected using focus group as well as individual interviews and the LibQUAL questionnaire. Purposive sampling was used to determine participants for the interviews while a total market survey was employed for the questionnaire respondents. Findings indicate that there is a gap between the users' expectations and perception of service quality. The results indicate that there are variations within the different user groups regarding the expectations and perceptions of service quality at the Vaal Triangle Campus library. In view of the findings, the study concluded by developing a service quality model based on Deming's PDCA cycle, the ISO model and the Hoshin Kanri process / Information Science / M. Inf.