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Vliv logistiky internetového obchodu na spokojenost zákazníků / The influence of the e-commerce logistics on the costumer satisfaction

This thesis analyzes the impact of processes associated with order execution on customer satisfaction. The theoretical part should introduce readers to current and relatively comprehensive e-commerce market. The objective is to formulate and highlight information and concepts, which are important for understanding the subsequent practical applications. The thesis is focused on logistics processes that affect customer satisfaction, e.g. receiving, assembling and shipping. The practical part should analyze the processes using the example of an online store Mall.cz. The main interest of the thesis emphasis on the functioning of the distribution center, identification of bottlenecks and the implementation of measures for the efficient order execution. In the final part the author analyzes three major competitors and their offers of the delivery of goods. The output of that part is a SWOT analysis. The main objective of the thesis is to identify the key factors of logistics processes and evaluate their impact on customer satisfaction. A specific feature and benefit of this work is the interconnection of marketing and logistics perspective.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:193437
Date January 2014
CreatorsČerný, Daniel
ContributorsJirsák, Petr, Chroboček, Jakub
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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