| dc.contributor.advisor |
Oblouková, Petra
|
|
| dc.contributor.author |
Kvasničková, Darina
|
|
| dc.date.accessioned |
2010-07-15T03:01:29Z |
|
| dc.date.available |
2010-07-15T03:01:29Z |
|
| dc.date.issued |
2007-04-24 |
|
| dc.identifier |
Elektronický archiv Knihovny UTB |
cs |
| dc.identifier.uri |
http://hdl.handle.net/10563/3527
|
|
| dc.description.abstract |
Cieľom tejto bakalárskej práce je posúdiť prístup spoločnosti Rhenus Hauser Ltd ku svojim zákazníkom a zanalyzovať spokojnosť zákazníkov tejto spoločnosti. Práca je rozdelená na teoretickú a analytickú časť. V teoretickej časti môžme nájsť dôležité poznatky o zákazníkoch, ich spokojnosti, meraní ich spokojnosti, činnosti customer relationship management a business - to - business vzťahu. Analtická časť nadväzuje na teorickú, kde na začiatku sa snažím podať obraz o histórii a vývoji spoločnosti, o zákazníkoch spoločnosti, hodnotím celý prístup k zákazníkom od procesu získania nového zákazníka, komunikáciu so zákazníkom, zostavenie ceny pre jednotlivé služby, činnosť customer relationship management až po dôvody straty zákazníka. Dôležitou časťou práce je taktiež analýza spokojnosti zákazníkov uvedená v závere analytickej časti. V závere práce sa snažím navrhnúť vhodné opatrenia pre zlepšenie prístupu spoločnosti k zákazníkom a taktiež doporučenia pre väčšie uspokojenie zákazníkov Rhenus Hauser Ltd. |
cs |
| dc.format |
77 s., 5 s. obr. priloh |
cs |
| dc.format.extent |
743241 bytes |
cs |
| dc.format.mimetype |
application/pdf |
cs |
| dc.language.iso |
en |
|
| dc.publisher |
Univerzita Tomáše Bati ve Zlíně |
|
| dc.rights |
Pouze v rámci univerzity |
|
| dc.subject |
zákazník
|
cs |
| dc.subject |
riadenie vzťahu so zákazníkom
|
cs |
| dc.subject |
business-to-business vzťah
|
cs |
| dc.subject |
spokojnosť
|
cs |
| dc.subject |
dotazník
|
cs |
| dc.subject |
import
|
cs |
| dc.subject |
export
|
cs |
| dc.subject |
služby
|
cs |
| dc.subject |
customer
|
en |
| dc.subject |
CRM
|
en |
| dc.subject |
business-to-business relationship
|
en |
| dc.subject |
satisfaction
|
en |
| dc.subject |
questionnaire
|
en |
| dc.subject |
import
|
en |
| dc.subject |
export
|
en |
| dc.subject |
services
|
en |
| dc.title |
Analyses of customer's satisfaction in Rhenus Hauser Ltd |
cs |
| dc.title.alternative |
Analyses of customer's satisfaction in Rhenus Hauser Ltd |
en |
| dc.type |
bakalářská práce |
cs |
| dc.contributor.referee |
|
|
| dc.date.accepted |
2007-05-28 |
|
| dc.description.abstract-translated |
The aim of this thesis is to analyse Rhenus Hauser Ltd attitude to its customers and to ana-lyse its customer satisfaction. The thesis is divided into theoretic and analytical part. In the theoretic part we can find important information about customers, their satisfaction, customer satisfaction measure-ment, customer service management activities and business -to - business relationship. Analytical part appear from theoretic part, where at the beginning I describe history and development of the company, the company 's customers, I am also analyzing the com-pany's attitude to its customers from process of achieving of new customer, communica-tion with customers, setting up of quotations, customer's relationship management activi-ties to find the reasons of any lost cliental. Very important part of this thesis is analysis of customer's satisfaction, the last point of analytical part. At the end of my thesis, I am trying to propose solutions for improving the attitude of the company towards to its customers and the recommendations for better satisfaction of Rhenus Hauser Ltd customers. |
en |
| dc.description.department |
Vyšší odborná škola ekonomická |
cs |
| dc.description.result |
obhájeno |
cs |
| dc.parent.uri |
http://hdl.handle.net/10563/123
|
cs |
| dc.parent.uri |
http://hdl.handle.net/10563/220
|
cs |
| dc.thesis.degree-discipline |
Marketing |
cs |
| dc.thesis.degree-discipline |
Marketing |
en |
| dc.thesis.degree-grantor |
Univerzita Tomáše Bati ve Zlíně. Fakulta managementu a ekonomiky |
cs |
| dc.thesis.degree-grantor |
Tomas Bata University in Zlín. Faculty of Management and Economics |
en |
| dc.thesis.degree-name |
Bc. |
cs |
| dc.thesis.degree-program |
Ekonomika a management |
cs |
| dc.thesis.degree-program |
Economics and Management |
en |
| dc.identifier.stag |
6957
|
|
| dc.date.assigned |
2007-02-27 |
|
| utb.result.grade |
A |
|
