Browsing by Author "Kušniráková, Lucie"

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    Analýza poprodejních služeb v automobilovém průmyslu
    (2013-01-01) Kušniráková, Lucie
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    Analýza poprodejních služeb v automobilovém průmyslu
    (Technická Univerzita v Liberci, 2013-01-01) Kušniráková, Lucie; Kučerová, Ludmila
    The Master Thesis is focused on analysing of after-sales services in the automotive industry. Firstly, the services and customer satisfaction is defined. the main object of the thesis is to find the competitive advantage. Additionally, a part of the thesis is dedicated to the characteristics of it There is also description of the company which entered the theme of the thesis. Secondly, the comparison of the after-sales services of individual brands and there market position is stated.. The analytical part contains of two questionnaires. Firstly, a questionnaire to investigate customer views of the after-sales service including the satisfaction and the functionality of the individual service departments. Additionally, as a comparison a research conducted by the Skoda Company is stated as well. Finally, as a conclusion, options and recommendations for the Skoda Company are given.