Analysis of the service quality connected with new car sales in Czech Republic
| Thesis title: | Analýza kvality služeb spojených s prodejem automobilů v ČR |
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| Author: | Murín, Martin |
| Thesis type: | Diplomová práce |
| Supervisor: | Plášková, Alena |
| Opponents: | Mejdrech, Vlastimil |
| Thesis language: | Česky |
| Abstract: | Tato diplomová práce se zaobírá problematikou kvality služeb spojených s prodejem automobilů. Cílem práce je vyhodnocení současné úrovně kvality prodeje vozidel v autosalonech a s ní související spokojenosti zákazníků s koupí nového vozidla. Praktická část diplomové práce je rozdělena na dvě hlavní sekce. První sekcí je marketingový průzkum spokojenosti zákazníků s prodejem nového vozu. Druhá sekce je zaměřena na kvalitu autosalonů v České republice napříč vybranými značkami. Tato analýza je provedena formou mystery shopping, kde hlavní kritéria jsou vytvořena tak, aby ilustrovala kvalitu, kterou vidí zákazník na první pohled, a ovlivňují ho, zda si vozidlo zakoupí či nikoliv. |
| Keywords: | Zákazník; Kvalita; Spokojenost; Prodej; Automobil |
| Thesis title: | Analysis of the service quality connected with new car sales in Czech Republic |
|---|---|
| Author: | Murín, Martin |
| Thesis type: | Diploma thesis |
| Supervisor: | Plášková, Alena |
| Opponents: | Mejdrech, Vlastimil |
| Thesis language: | Česky |
| Abstract: | The Diploma thesis concerns itself with service quality issues connected with new car sales. The aim of the Diploma thesis is an evaluation of the current quality of new car sales at car showrooms and customer satisfaction with purchase of a new car linked with it. The practical part of the Diploma thesis is divided into two major sections. A marketing research concerning customer satisfaction with purchase of a new car represents the first section. The second section is focused on the quality of car showrooms in the Czech Republic considering the chosen brands. This particular analysis is carried out by the form of mystery shopping. The main criteria are composed to illustrate the quality, which a customer observes on the first sight as well as influence him whether to buy a car or not. |
| Keywords: | Satisfaction; Customer; Sale; Car; Quality |
Information about study
| Study programme: | Ekonomika a management/Podniková ekonomika a management |
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| Type of study programme: | Magisterský studijní program |
| Assigned degree: | Ing. |
| Institutions assigning academic degree: | Vysoká škola ekonomická v Praze |
| Faculty: | Faculty of Business Administration |
| Department: | Department of Management |
Information on submission and defense
| Date of assignment: | 25. 3. 2015 |
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| Date of submission: | 25. 9. 2015 |
| Date of defense: | 27. 1. 2016 |
| Identifier in the InSIS system: | https://insis.vse.cz/zp/52384/podrobnosti |