Měření spokojenosti zákazníků s užíváním elektronických platebních metod

Abstract

This master thesis is focused to measure customer satisfaction with the use of electronic payment methods and the international comparation. The first part of the thesis you can find the characteristics of the electronic payment systems market, theoretical part about market research and customer satisfaction. In the second part of the thesis is the analysis. The chosen countries are Czech Republic and Mexico. This thesis is evaluating the satisfaction with electronic payment methods in terms of ease of use, security, usefulness and convenience. It measures what is the average satisfaction of the respondents in these categories. Furthermore, the relationship between the groups of respondents (Men/women, the age groups etc.) are being tested. On top of that is examined the connection between the frequency of usage and the satisfaction of the concrete payment method. At the end the two countries, Mexico and Czech Republic are compared. The main focus is on the biggest differences between these countries. The last part of the thesis is about coming up with action plans and recommendations for e-shops, banks and other financial or technological institutions. The most important things from the questionnaire were chosen for each institution.