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Analysis of relation between sufficient of customers and employees

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F11%3A86081407" target="_blank" >RIV/61989100:27510/11:86081407 - isvavai.cz</a>

  • Result on the web

  • DOI - Digital Object Identifier

Alternative languages

  • Result language

    čeština

  • Original language name

    Zkoumání vztahu mezi spokojenosti zaměstnanců a zákazníků

  • Original language description

    The paper present the examination of relationship between employee satisfaction and customer satisfaction and is trying to determine whether there is a relationship between the statistical features and whether it can be used to improve the quality of services more effectively. The relationship was examined in ČD, a. s. Customer and employee satisfaction was assessed using quantifiable form of questionnaires. This questionnaire was evaluated by customers and employees of the individual aspect of servicesoffered by certain sections of the score scale. The data obtained were subsequently investigated by statistical methods and results were examined to find relationship customer and employee satisfaction. Finally, the author of a paper wonders if there isany dependency between the satisfaction of employees and customers to benefit and how. Based on the findings recommendations for their firm were made that could contribute to improvement of the quality of ČD, a. s. railway transport serv

  • Czech name

    Zkoumání vztahu mezi spokojenosti zaměstnanců a zákazníků

  • Czech description

    The paper present the examination of relationship between employee satisfaction and customer satisfaction and is trying to determine whether there is a relationship between the statistical features and whether it can be used to improve the quality of services more effectively. The relationship was examined in ČD, a. s. Customer and employee satisfaction was assessed using quantifiable form of questionnaires. This questionnaire was evaluated by customers and employees of the individual aspect of servicesoffered by certain sections of the score scale. The data obtained were subsequently investigated by statistical methods and results were examined to find relationship customer and employee satisfaction. Finally, the author of a paper wonders if there isany dependency between the satisfaction of employees and customers to benefit and how. Based on the findings recommendations for their firm were made that could contribute to improvement of the quality of ČD, a. s. railway transport serv

Classification

  • Type

    D - Article in proceedings

  • CEP classification

    AE - Management, administration and clerical work

  • OECD FORD branch

Result continuities

  • Project

  • Continuities

    V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Others

  • Publication year

    2011

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Article name in the collection

    Sborník příspěvků z XI. Mezinárodní konference studentů a mladých výzkumných pracovníků IMEA 2011

  • ISBN

    978-80-7372-720-8

  • ISSN

  • e-ISSN

  • Number of pages

    7

  • Pages from-to

    242-248

  • Publisher name

    TU Liberec

  • Place of publication

    Liberec

  • Event location

    Liberec

  • Event date

    Apr 14, 2011

  • Type of event by nationality

    WRD - Celosvětová akce

  • UT code for WoS article