Analýza přístupu vybraných subjektů k reklamaci obuvi

Abstract

Bachelor thesis deals with analysis of approach of selected businesses to shoes warranty claims. The aim of this thesis indicates the current legislation of complaints and through selected companies it demonstrates that on specific items – shoes. Thesis includes an analysis of the experience with complaints which is based on a questionnaire survey among customers of the first company. It also includes a statistical analysis of complaints per 2014 of the second company. These analyzes are evaluated then. There are suggestions based on the evaluation for how to improve the system of complaints and how to increase a customer’s satisfaction.