Persons at VŠPP

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prof. Ing. Růžena Petříková, CSc.
Identification number: 20028
University e-mail: petrikovar [at] is.vspp.cz
 
Učitelka - Katedra marketingu (VŠPP)

     
Lesson
     
Supervised theses
     
Basic information

Basic information about a final thesis

Type of thesis:
Diploma thesis
Thesis title:Customer Satisfaction and Employee Satisfaction Measurement in Česká spořitelna, a. s.
Written by (author):
Ing. Hana Zezulková, DiS.
Department: Katedra marketingu (VŠPP)
Thesis supervisor:
prof. Ing. Růžena Petříková, CSc.
Opponent:
Ing. Šárka Janků, Ph.D.
Final thesis progress:
Final thesis was successfully defended.


Additional information

Additional information about the final thesis follows. Click on the language link to display the information in the desired language.

Language of final thesis:
Czech

Czech        English

Title of the thesis:
Customer Satisfaction and Employee Satisfaction Measurement in Česká spořitelna, a. s.
Summary:
The main objective of this diploma thesis is to analyze different forms and approaches within the customer satisfaction and employee satisfaction measurement of specific company. The first part of this thesis is focused on the theoretical ground and definition of main principles in this area. It also looks at theoretical approach that can be effectively used to measure the satisfaction of customers and employees. The practical part is applying the theoretical departure points into the real-life scenario. It describes methods used in Česká spořitelna bank. Those methods are further accompanied with suggestions and approaches for more effective feedback collection. The goal of this diploma thesis is to evaluate the current state and suggest optimization that could be effectively applied to praxis in this bank.
Key words:
customer, employee, satisfaction, loyalty, methods, Česká spořitelna a.s.

Display and download files

To display the final thesis assignment form click on the Display the final thesis assignment form icon. The following icons - Final thesis, Thesis appendices, Supervisor's review, Opponent's review - relate to the final thesis and can be downloaded. They could be displayed on condition they have been inserted and are available publicly.

Parts of thesis with postponed release:

Final thesis (final thesis appendices) unlimited
Reviews for final thesis unlimited

If you wish access parts of thesis with postponed release, please contact the user prof. Ing. Růžena Petříková, CSc..