Vymezení kompetencí pracovníků

Abstract

This diploma thesis focuses on the topic of defining employee competencies in the financial sector, specifically in the areas of banking, insurance, and financial consulting. The aim of the thesis was to determine how employees’ professional knowledge and skills influence clients’ perception of the quality of services provided. The theoretical part describes the key concepts related to this issue. The practical part is focused on research carried out through questionnaires, interviews, observation, and an impact matrix. The results show that the level of professional knowledge and skills plays one of the most important roles, although several other aspects also influence clients’ decision-making.