| Abstract [eng] |
Elements and factors predetermining the customer service quality described by various authors have been analysed in the current master thesis. It was established that the main element of the customer service quality is the human factor. Impact of personnel’s motivation, qualification improvement, personal attitude by manager and employees on the improvement of the customer service has been analysed. Research has been conducted referring to which the factors and conditions predetermining the customer service quality have been reviewed as well as basing on the latter a model of customer service in a furniture trading company has been formed and aspects for the improvement of the customer service quality have been foreseen. The scientific research hypothesis formulated by the author has been justified that while taking the decision to purchase, customers appeal not only to the image of the organisation from which they are planning to buy, quality of the product but also the customer-related service. |
