Zkoumání vztahu mezi spokojenosti zaměstnanců a zákazníků

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

čeština

Název v původním jazyce

Zkoumání vztahu mezi spokojenosti zaměstnanců a zákazníků

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

Analysis of relation between sufficient of customers and employees

Popis výsledku anglicky

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

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2011

Kód důvěrnosti údajů

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

Název statě ve sborníku

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

ISBN

978-80-7372-720-8

ISSN

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e-ISSN

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Počet stran výsledku

7

Strana od-do

242-248

Název nakladatele

TU Liberec

Místo vydání

Liberec

Místo konání akce

Liberec

Datum konání akce

14. 4. 2011

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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