The goal of this work is to sum up the importance of customers'satisfaction and impact of mindsets to customers decition.

The present thesis deals with analysis of job satisfaction and work motivation. At the beginning, the basic underlying theoretical concepts concerning given subject are considered. Following chapters present the analysis of satisfaction and motivation of labour force at a selected company based on data collecting using questionnaire method. Finally the thesis suggests measures to improve job satisfaction, motivation and attitude of employees towards the company as a whole.

This dissertation aims to analyze customer satisfaction with the services provided by fishing travel agency Pepa. An entrepreneur is trying to achieve quality services and general customer satisfaction as the primary goal. Recognising consumer behaviour is essential for building loyalty and increases the likelihood of next purchase. Quality contains a set of factors that affect its overall perception. The individual character of quality is determined by economical and political situation in the country, modern technologies or cultural - historical background. Qualified staff and skilled company management are integral component of high quality services. Quality is needed to be checked constantly with established management concepts ( TQM ) or other existing standards. The quality should be controlled not only by the legislative authority but the enterprise itself and the customers too. The image of travel agency Pepa is based on quality and reliable services that are provided to its customers for several years. During this period of time travel agency Pepa climbed up gradually to the top of the fishing tour operators list and maintains its permanent clientele. This dissertation focuses in the detection of shortages and weaknesses of services including possible improvements for better services. The methodology of my thesis is based on the analysis of literature, Internet resources, questionnaires and personal interviews. Personal interviews with clients and the owner of travel agency Pepa expanded my knowledge in this issue.

The Diploma thesis concerns itself with service quality issues connected with new car sales. The aim of the Diploma thesis is an evaluation of the current quality of new car sales at car showrooms and customer satisfaction with purchase of a new car linked with it. The practical part of the Diploma thesis is divided into two major sections. A marketing research concerning customer satisfaction with purchase of a new car represents the first section. The second section is focused on the quality of car showrooms in the Czech Republic considering the chosen brands. This particular analysis is carried out by the form of mystery shopping. The main criteria are composed to illustrate the quality, which a customer observes on the first sight as well as influence him whether to buy a car or not.

This thesis deals with the analysis of the employee's job satisfaction in company XY. The first, theoretical part clarifies the basic terms related to the job satisfaction. These will be the basis for the analysis. First part is followed by practical section which deals with job satisfaction analysis. The main source of information for the analysis are questionnaires collected from employees. The main objective of this thesis is to identify problematic topics and suggest actions that could lead to increase in job satisfaction level.

This work deals with the managerial style a leader applies by managing. The aim of this thesis is to determine the managerial style asserted by leading managers of an engineering oraganization, assessment of satisfaction of their subordinates with this style of management, compared with other managers surveyed and drafting of measures to increase employee satisfaction with the manager and the company itself. Theoretical section summarizes the basic knowledge of the issue, practical part analysis of the results of the qustionnaire survey and the plan to improve the current situation.

In my thesis, I will address the issue of job satisfaction and employee motivation. In the first chapter, I determine the object and goals of my work, formulate hypotheses and describe the methodology of my research. In the second chapter I would like to present some of the theoretical analysis of job satisfaction and employee motivation. I will mention some of the work motivation theories. I will also mention the relationship between job satisfaction, loyalty, and later on identification of an employee with the company. I will discuss material rewards and benefits as significant factors in job satisfaction. In the research part, I will introduce the company, especially its personnel policy. I will describe the research sample, analyze the empirical research and hypotheses. In the final part, I will submit concrete proposals to improve the situation in the given company.

I decided to write this master thesis in relation with my work experience at CSC within the service desk. Working at the service desk is a very complete mission that has to be well understood from analysts in order to reach high performance and thus satisfy users. Because it is the goal of CSC, satisfying customers, I decided to focus on this principle and with the results of my research and work experiences I would like to bring in this thesis some findings and recommendations I came up with in order to optimize the service desk quality and to improve the customer satisfaction. In the first chapter, I will mainly describe the work of an analyst at the service desk, and I will define the incident management process. It will help understanding how a service desk works. The incident management process is monitored by many metrics. Some of these metrics are documented and some of them are not and their impacts are different. We will see on what we should focus our efforts. We will see in the second chapter the impacts of these metrics on performance. Measuring the performance of the service desk is important in order to be aware of what should be improved to reach the highest standard of services provided. We will see in the end of this chapter that the most important performance indicator is the customer satisfaction. From this fact, I will bring some findings from seven months of experience within the service desk in order to improve the quality of the services and the customer satisfactions. I will focus on what can be implemented from the service desk analysts not from the management. I will also focus on the effects of the steps already taken to improve customer satisfaction.

The thesis is focused on the analysis of job satisfaction of the employees at the administrative headquarters of the company XY in Prague. The analysis was carried out by using a questionnaire survey which covered many aspects of job satisfaction, such as employee satisfaction with their work content, the system of remuneration and the possibility of career advancement or personal development, labor relations and workplace conditions, and the satisfaction in the employee care provided by the HR department. The obtained results were analyzed and their interpretation led to suggesting possible remedial measures to increase the level of job satisfaction in the company. With an annual interval there was made a re-analysis in form of interviews with the managers of various departments and the representatives of the HR department in order to determine the effect of the implementation of the proposed measures.

The aim of this thesis is to analyze the satisfation of employees in the company ACTIVE 24 and to propose measure leading to removal of deficiencis. The introduction describes the issues and the aim of this thesis. Based on a theoretical basis which appears in the fisrt part the hypothesis are set, the research metodology is decribed and the tools for data collection are specified. Research is implemented through questionnaire surfy. It focuses on the nature of work, compensation and the employee benefits, training, personal development, work environment, relationships with colleagues and superiors. The practical part contains the results of research and verification of hypotheses. Based on identified deficiencies the measures for improvement are set.