Service Quality in the International Context
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Date
2023-06-13
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Abstract
Diplomová práce se zaměřuje na kvalitu služeb vybrané mezinárodní společnosti Wolt a současně na kulturní rozdíly mezi dvěma zeměmi, konkrétně Českou republikou a Slovenskem. Za tímto účelem byla zjišťována spokojenost zákazníků v české a slovenské kultuře. První část práce je věnována teorii, aby bylo možné pochopit téma výzkumu a získat teoretické poznatky o kvalitě služeb a kultuře. Druhá část je zaměřena na statistické vyhodnocení dat získaných z dotazníku. Zjištění byla využita k návrhu doporučení pro mezinárodní společnost, aby zlepšila kvalitu svých služeb.
The master thesis focuses on the service quality of the selected international company Wolt and, simultaneously, on cultural differences between two countries, specifically the Czech Republic and Slovakia. For this purpose, customer satisfaction was measured in Czech and Slovak cultures. The first part of the thesis is devoted to theory in order to understand the topic of the study and to gain theoretical insights into service quality and culture. The second part focuses on the statistical evaluation of data obtained from the questionnaire. Findings were used to propose the recommendation for an international company, in order to improve their service quality.
The master thesis focuses on the service quality of the selected international company Wolt and, simultaneously, on cultural differences between two countries, specifically the Czech Republic and Slovakia. For this purpose, customer satisfaction was measured in Czech and Slovak cultures. The first part of the thesis is devoted to theory in order to understand the topic of the study and to gain theoretical insights into service quality and culture. The second part focuses on the statistical evaluation of data obtained from the questionnaire. Findings were used to propose the recommendation for an international company, in order to improve their service quality.
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Dimenze kvality služeb, doručovací služba, Hofstedeho dimenze, kvalita služeb, spokojenost zákazníků, Wolt.