Analýza zkušeností s reklamacemi ve vybrané organizaci

Abstract

Bachelor thesis deals with analysis of experiences with complaints in a selected organization. The aim of this thesis is outline the current treatment of complaints, on the basis of questionnaire survey to find out what kind of experiences has consumers in this field in the particular circumstances of the selected organization. Thesis is divided into two parts. The first part, which is theoretical part, deals with definition of basic terms related to the issue of complaints and consumer protection in general and this part describes two basic sources of law in which are treated complaints. There are also presented selected organizations for consumer protection. At the practical part is presented selected organization. The part describes the deals and the history of organization. Subsequently it is make own research in the form of a questionnaire survey among customers of this company and are evaluated its results. At this part is also evaluated analysis, which was used, and on the base of its results are suggest some recommendations to improve the course of claims for the company to lead to customer satisfaction of the organization.