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Aplikace metod hodnocení vztahů se zákazníky v Plzeňských městských dopravních podnicích, a.s. / Application of customer relationship assessment methods in the company Plzeňské městské dopravní podniky, a.s.

The fundamental point of the thesis is customers and their satisfaction. The theoretical part characterizes the Customer relationship management approach (CRM) and describes the assessment methods. The main objective of the thesis is to create a documented procedure for customer satisfaction assessment and an application of the chosen assessment method. The practical part deals with a fulfilment of the main objective for which the company Plzeňské městské dopravní podniky, a.s. is selected. The created questionnaire is applied to a small sample. The thesis is concluded with an evaluation of the survey results and with the applicability evaluation of both the questionnaire and the documented procedure.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:11370
Date January 2009
CreatorsBuchalová, Petra
ContributorsHykš, Ondřej, Chvojková, Helena
PublisherVysoká škola ekonomická v Praze
Source SetsCzech ETDs
LanguageCzech
Detected LanguageEnglish
Typeinfo:eu-repo/semantics/masterThesis
Rightsinfo:eu-repo/semantics/restrictedAccess

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