Zhodnocení úrovně kvality elektronických obchodů

Abstract

This thesis deals with the assessment of the quality level of e-commerce NAKUPTEUNAS.CZ. The theoretical part is focused on quality, planning, management, establishment and improvement, customer satisfaction and service provided in electronic commerce. Pictures, graphs and tables in the appendix complement this part. The practical part is devoted to research where customers are surveyed through a questionnaire. It focuses on the level of services provided. It looks into the comparison of the quality of e-commerce on the basis of expectations and perceptions of customers. It determines what level of e-commerce has NAKUPTEUNAS.CZ achieved in the eyes of customers. Furthermore, the practical part includes tables and graphs in the appendix. The aim is to provide information about customer satisfaction. Finally, the work provides a formulation of proposals and recommendations to address the aforementioned issues.