This thesis deals with measurement of customer satisfaction and loyalty among health care providers with services provided by particular pharmaceutical company. The main goal of this work is to develop methodology for measuring customer satisfaction and loyalty for this segment of services. The theoretical part deals with a summary of findings and approaches describing satisfaction and loyalty, and also review of the methods used for their determination. The thesis also analyzes the differences between two groups of customers and summarizes the differences identified in the primary research that was conducted. Primary research was conducted by having structured interviews with respondents from among health care providers (private versus state providers). Dissertation's conclusions correspond with professional resources and thus develop areas of knowledge about the characteristics of the examined service segment.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:191798 |
| Date | January 2012 |
| Creators | Techlová, Veronika |
| Contributors | Chalupský, Vladimír, Lošťáková, Hana, Šimberová, Iveta |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/doctoralThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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