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Konzeption einer Kundenzufriedenheitsanalyse am Beispiel des Unternehmens XYZ AG, Bereich X

Konzeption einer Kundenzufriedenheitsanalyse am Beispiel des Unternehmens XYZ AG, Bereich X


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About the Book

Akademische Arbeit aus dem Jahr 2006 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2,0, Sprache: Deutsch, Abstract: Prioritäten ändern sich: Wo vor einiger Zeit, als sich die Märkte in einem scheinbar andauernden Wachstum befanden, noch Kundenakquisition im großen Stil betrieben wurde, wird gegenwärtig um die bestehenden Kunden gekämpft. Die Märkte sind gesättigt, sie stagnieren oder gehen zurück, so dass sich die Aufrechterhaltung einer jeden Kundenbeziehung zu einem signifikanten Ziel priorisiert hat. Folglich liegt es einer Unternehmung daran, die Un- bzw. Zufriedenheit ihrer Kunden im Auge zu behalten, um unverzüglich handeln zu können. Voraussetzung ist das Messbar machen der Wahrnehmung und Beurteilung eines Kunden hinsichtlich der Leistung eines Unternehmens. Dieses ermöglicht die Kundenzufriedenheitsanalyse, welche in dem folgenden Arbeit anhand einer empirischen Studie beleuchtet wird. Beginnend mit einer kurzen Einführung in die Unternehmungsstruktur der XYZ AG, Bereich X, werden im Anschluss detailliert der Hintergrund und die Zielsetzung der Durchführung einer Kundenzufriedenheitsanalyse erläutert, um anschließend auf die Bestandteile der Analyse einzugehen. Der Fragebogen, die eigentliche Durchführung der Befragung und die Datenanalyse stellen in dieser Arbeit den empirischen Teil dar. Die folgende Abbildung stellt den Weg von der Konzeption einer Kundenzufriedenheitsanalyse bis hin zu der eigentlichen Umsetzung der evtl. Verbesserungsmaßnahmen dar. In dieser Arbeit soll auf die einzelnen Schritte der Analyse eingegangen werden. Aus dem Inhalt - Messmethodik, - Pretest, - Stichprobenbestimmung, - Befragung


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Product Details
  • ISBN-13: 9783656692393
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 118 gr
  • ISBN-10: 3656692394
  • Publisher Date: 11 Jul 2014
  • Height: 210 mm
  • No of Pages: 44
  • Spine Width: 3 mm
  • Width: 148 mm


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