Problematika reklamačního řízení z pohledu podniku a spotřebitele

Abstract

The present bachelor’s thesis is focused on the complaint procedure of a small e-shop that mediates the sale of car spare parts. The complaints are analysed and solutions for their betterment are proposed by means of a selected statistical method. Furthermore, it deals with the amount of information that customers in the Moravian-Silesian Region have in the sphere of consumer protection, this phenomenon is researched through a survey by questionnaire.