Die Entwicklung der mittelfristigen Kundenzufriedenheit internationaler Großkunden im Premium-PKW-Bereich- Schwerpunkt: Kundenzufriedenheit aus dynamischer Perspektive

Abstract

Abstract Scharschuh, Tom: The development of customer satisfaction under the dynamic perspective with scope of International-Big-Customer-Fleet-Business for Premium-Passenger-Cars – [Thesis] – Technical University of Ostrava - Faculty of Economics - Supervisor: doc. Dr. Ing. Pavel Blecharz The aim of the dissertation paper is to evaluate the dynamics in customer satisfaction and the importance of criteria for premium- passenger car business for big fleet customers. The dissertation is based on a survey series that has taken place from 2008 to 2012. Nearly 300 participants per year out of international passenger cars fleet business were asked for their common sense. Within an online survey the participants have been asked in terms of satisfaction and importance with predefined success criteria for purchase decision as well as to forecast them. This panel data analysis will be the source for a multivariable regression based analysis. As basement, the science principles for customer satisfaction and related dynamic aspects as well as the related authors have been shown. Also the framework for the thesis is based on this bibliographical analysis. So the proof of concept for the need, the argumentation and the methodology to analyse the named topic are presented. The central questions have been summarized in six hypotheses. The analysis themselves is divided into two parts. Starting with a static analysis of each year and a comparison of the results between the years, a dynamic analysis follows. The differences between both methods will use as an argumentation line. In general dynamic aspects in terms of overlapping effects in time and dimensions in a new business sector of premium- passenger car business for big fleet customers had been approved. Beside of that a comparison between indirect and direct evaluated weights of satisfaction factors have shown a higher fluctuation for indirect evaluated weights.