Vyhodnocení vlivu změny konceptu prodejny na zákazníka

Abstract

This bachelor thesis is focused on the reaction of customers to the changes of the chain stores. The response to change is linked to customer contentment, which is a very useful indicator in this case. Changing the concept is a chain store process in which it changes either the entire sales strategy or introduces smaller projects. The aim of these smaller concepts is to bring something new to the customers, which will improve the quality of their shopping and increase their satisfaction. In order to be able to perform the analysis, a satisfaction questionnaire was created for this bachelor thesis, which was answered anonymously by Lidl's regular customers.