Tato práce má za cíl identifikovat klíčové determinanty zákaznické spokojenosti a loajality na trhu mobilních telekomunikací a navrhnout integrovaný systém pro měření, modelování a počítačové simulování procesu tvorby zákaznické spokojenosti. Koncepčním rámcem této práce a zvoleného přístupu je systémová dynamika a systémové myšlení, které umožňuje plně využít znalostí procesu tvorby spokojenosti a loajality a skrz dynamiku vazeb a zpětnovazebních smyček přiblížit model reálnému prostředí trhu. Jednotlivé vazby dynamického modelu jsou statisticky testované a potvrzené na skutečných datech mobilního operátora T-Mobile.

This thesis deals with application of the customer perspective from Balanced Scorecard and customer relationship management in the selected company Socialbakers a.s. First, this thesis studies theoretical basis of the chosen issue. The second part deals with practical use of customer perspective metrics. The current state of measurement and management in this area in Socialbakers a.s. is described and evaluated. Then knowledge gained from relevant literature is used to suggest improvements for this area.

1 Abstrakt: This thesis has focused on customer satisfaction. Mainly there are described the attributes that significantly influence the satisfaction. The research is based on service quality of mobile phone operators in Czech Republic. The first part describes the relevant theories in psychology field about satisfaction in different context - life satisfaction, job satisfaction and mainly customer satisfaction. There is mentioned the problem with definition inconsistency among authors and then is provided details about service quality theories and customer satisfaction attributes categorization. Finally there is chapter that concerns about the difference between derived and stated importance of attributes. The research object are the customers that use mobile phone services from three main operators in Czech Republic. The output is derived importance of the attributes which is calculated by multiply regression.

This diploma thesis presents creation and implementation integrated loyalty program suitable for system of small and medium enterprises that sell wine in Czech market. Overview of the issues related CRM, customer loyalty, customer value and especially customer loyalty programs is mentioned in the first part this thesis. The second part includes analysis of the situation of loyalty programs in sell of wine in South Moravia region, analysis of requirements retailers and customers for this loyalty programs, quantification of customer value, quantification of loyalty factors and creation and implementation integrated loyalty program. The work also includes economic quantification of the whole project.

The focus of this thesis is on the readiness of banks for the transition to digital banking. Its goal is to present current trends that influence development of retail banking, the definition of digital banking and design recommendations for banks for developing the business model based on the analysis of banks competitors, qualitative research with customers, workshop with bank employees and analysis of customers life which will leats to simplification of the life of the customer so that they are ready for the transition to digital banking which will enable them to increase customers loyalty and prevent a decrease in revenues.

Based on the theoretical background concerning customer loyalty and loyalty programs, the master's thesis analyzes and assesses the loyalty program of IKEA. The program is compared to the loyalty programs of competitors on the Czech market. Based on the primary research using a questionnaire, the master's thesis studies the extent of participation of customers in the loyalty program, the way the program is perceived and for whom it is the most attractive. Improvements are proposed based on the findings.

This thesis deals with another possible approach to segmentation of the customer base in the surveyed company than the one currently used. Specifically, the issue of lifetime customer value is discussed. A review shows several possible approaches and some selected models will be applied to the customer base in the practical part of thesis. Work addresses not only the application of selected models, but especially the comparison of analysis results with the original segmentation. The aim is to track changes in segmentation after applying these models and provide the proof that this metric is an appropriate evaluation component in segmentation for a particular company. An integral part are therefore recommendations for management and sales representatives. Calculations are performed in Excel. At the end of each chapter are specific achievements and comparisons with the initial segmentation. The result of this work is to suggest several models of customer lifetime value calculation that the company may apply to benefit from when creating a new segmentation model.

We are living at times, when information became one of the most – if not the most – required “product”. All the companies which want to survive, be productive and effective on the market sooner or later understand the value of information systems. In the near past a well configured and stable IS was an advantage, this is not the case nowadays. The competition is ruthless and managers realized that specialized information systems are needed to stay in the game. Because of these systems covers the complete company’s business they are extremely complex and without appropriate support they would be almost completely useless. The main objective of this thesis is to provide detailed information about the support of ERP systems and services provided after successful implementation.

The aim of this Master´s thesis is to analyze a company e-commerce, to take a think about what it has brought to the company and withal suggest some instruments for increasing the salability and improve the communication between individual distribution channels so they would be more motivated for cooperation within this company. The thesis is divided into several chapters where we can find general knowledge about the commerce via the Internet, single kind of the e-commerce and also the legal aspects connected with that. The analytic part will introduce us the concrete knowledge about the company and marketing possibilities on the Internet for that company.

The diploma thesis is engaged in customer satisfaction of selected business company. The first part of this thesis summarizes theoretical relevant knowledge, which are used in another parts. The practical part deals with the company, its customers and includes analysis of their level of satisfaction and recommendations for customer satisfaction improvement.