Analýza zkušeností s reklamacemi ve vybraných společnostech

Abstract

The objective of this bachelor thesis is to explain the issues of complaints including its legislative framework and to analyze the experience with complaints at selected companies Alza.cz and Mall.cz according to findings from the questionnaire survey. In the first part, the terms connected with consumer protection and complaints are described. Then, the companies Alza.cz and Mall.cz are introduced. In the second part, the questionnaire survey is evaluated. The final part provides answers for the research questions and suggests recommended improvements.