GRENAROVÁ, V. Analýza spokojenosti zákazníků wellness centra [online]. Brno: Vysoké učení technické v Brně. Fakulta podnikatelská. 2017.
The topic of customer satisfaction belongs to one of the most important marketing and strategic issues of any company, focused on the provision of services. The thesis are well focused on strategic issue, the relevance for management of the wellness centre is clearly explained. In spite of some weaknesses in the methodology used, the results of the thesis are well tied with concrete conditions of the company. The author proved her skills in gathering information and in formulation of relevant actions that can contribute to increasing customer satisfaction.
| Kritérium | Známka | Body | Slovní hodnocení |
|---|---|---|---|
| Splnění stanovených cílů | B | The objectives are clearly formulated: to analyse customer satisfaction of company Infinit wellnes center in Brno - Lesná branch. The objectives were - in general - met, there are, however, some weaknesses in the "execution" of analysis and recommendations. | |
| Zvolený postup řešení, adekvátnost použitých metod | B | The methods of customer satisfaction analysis are well known and there is relatively long history of their use in practice. The author used some of them - the most important is in this case the primary research based on questionnaire. There are, however some limits both in formulation of questions, and the interpretation of the results (being based just on calculation of arithmetic average), while a bundle of other methods - that were mentioned in theoretical part of the thesis - were not used. | |
| Schopnost interpretovat dosažené výsledky a vyvozovat z nich závěry | B | Taking into consideration rather narrow scope of analytical tools used, the interpretation of results is somewhat limited. More in-depth analysis would be beneficial - and at the same time - the workload would not be excessive. | |
| Praktická využitelnost výsledků | A | The usability of conclusions is supported by the fact, that recommendations are frequently tied with subsequent consequences: the author has taken into consideration some of important conditions for successful implementation (incl. time frame, organization and monitoring). This is one of the most positive features of this part of thesis. | |
| Uspořádání práce, formální náležitosti, použitá terminologie a odborná jazyková úroveň | C | The framework seems to be logical, even though I have to admit, that the formulation of the thesis´ objectives would be more "convenient" being placed at the very beginning of the document. This is just formal requirement, it does not influence the content itself. There is "unbalance" between theoretical and practical part of thesis: while the former include a wide spectrum of analytical tools, appropriate for customer satisfaction analysis, the latter is narrowed just to one of them - leaving adequate methods untapped (e.g. gap model, Kano model, NPS). The professional level of language as well as the terminology is mostly adequate to this type of document. | |
| Práce s informačními zdroji, včetně citací | B | The list of literature is quite numerous, that is positive feature, on the other hand, not all of the knowledge is adequately used in the thesis. The theoretical part is well prepared, the customer satisfaction is described from various angles and the sources used clearly demonstrate deep knowledge of author. On the other hand, there are some limitations in the use of primary sources. It is based on the formulation of questions and on the lack of some data, that would help to go in the analysis deeper. |
The author of this thesis evaluates essential and very interesting issue for every company, because customer analysis is important for them. The main aim was to analyze customer satisfaction of company Infinit wellness center, namely branch in Brno-Lesna. Furthermore, author propose recommendations for company in order to eliminate company weaknesses in this field. The author used method of quantitative research – questionnaire. Better connection of the questionnaire and recommendations will be welcome. The author used information sources very well. I can recommend this thesis for defence.
| Kritérium | Známka | Body | Slovní hodnocení |
|---|---|---|---|
| Splnění stanovených cílů | A | ||
| Zvolený postup řešení, adekvátnost použitých metod | A | ||
| Schopnost interpretovat dosažené výsledky a vyvozovat z nich závěry | B | ||
| Praktická využitelnost výsledků | A | ||
| Struktura práce, použitá terminologie a odborná jazyková úroveň | B | ||
| Práce s informačními zdroji | A |
eVSKP id 103459