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Měření zákaznické spokojenosti a loajality / Measuring Customer Satisfaction and Loyalty

This Master´s thesis deals with the analysis of the factors influencing the customer satisfaction of RM Servis, authorised Peugeot car dealer. The aim was to set up useful method of measuring customer satisfaction, loyalty, and customer value. This would enable the company to follow the current situation, and to focuse on improvements. I have also included the suggestions on how to improve the overall customer satisfaction, and a calculation of an impact of the implementation on the profitability.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:221395
Date January 2007
CreatorsKurtin, David
ContributorsSchwarz, Erik, Chalupský, Vladimír
PublisherVysoké učení technické v Brně. Fakulta podnikatelská
Source SetsCzech ETDs
LanguageCzech
Detected LanguageEnglish
Typeinfo:eu-repo/semantics/masterThesis
Rightsinfo:eu-repo/semantics/restrictedAccess

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