Komunikace zaměstnanců společnosti se zákazníky

Abstract

In my thesis there is research focused on question on quality of external and internal communication within the company Czech Railways (ČD, a.s.). The work is divided into six parts (chapters). The first chapter is intro od the work. The following chapter is theoretical and methodological, where is describe definitions like problem, communication and chosen methods of research. The third chapter I consider a characteristics of company ČD, a.s. The fourth chapter the questionnaire research to identify factors that determine customer and employee satisfaction of this company. Data resulting from the survey have been presented in the form of tables, verbal comments, graphs and diagrams. The fifth chapter is the information processed at the conclusion of the work proposals and recommendations. The sixth chapter is the final comment.