Analýza reklamačných skúsenosti vo vybraných organizáciách

Abstract

Process of the production and subsequent marketable or buying process are the essential components of the economic systems of each country. The governments protect their citizens against the producers and sellers by means of appropriate laws and institutions. These rules set besides other things also the complaint process being the focus of this Bc. thesis with the title “Analysis of Complaints Experience in Selected Organizations“. The objective of this thesis is to analyze complaints experiences in selected organizations dealing with selling of electrical products, to verify formulated hypothesis and to suggest the solutions and recommendations. This thesis consists of 6 chapters, i.e. “Introduction“, “Defining the fundamental terms“ as e.g. consumer, consumer’s law, consumer’s responsibility, complaint, complaint process. Next chapter is “The characteristics of representative organizations” describing in more detail two sellers of electrical products. In the fourth chapter with the title “Analysis of complaints experience”, the methods of the analysis including their usage are described. The following chapter “The analysis evaluation, suggestions and recommendations” contains the main conclusions, comments, suggestions and recommendations to the management. The last chapter is “Conclusion”.