This diploma thesis focuses on service quality in Czech retail chains. Shopping in supermarket is a part of everyday life for all people. That is why quality of services provided in supermarkets is significant and should be given more attention. Main objective of this thesis is application of importance-performance analysis (IPA) on valuation of chosen retail chains as well as evaluation of its suitability for that purpose. After the analysis, the results were presented on the chart and recommendations were created for the management of supermarket chains in order to improve quality of their services. Findings imply that IPA can be used for valuation of service quality in supermarkets, but with due regard to its limitations and a possibility of getting distorted results. The dissertation also includes testing of influence that demographic characteristics have on customer satisfaction.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:429870 |
| Date | January 2020 |
| Creators | Riznić, Tijana |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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