Kvalita služeb vybrané pojišťovny

Abstract

This text focuses on the issues of customer satisfaction of the business corporation Kooperativa pojišťovna a.s., Vienna Insurance Group. The work consists of five parts. The first part is focused on introducing the topic. The second part is based on theoretical aspects, which describe concepts such as customer, service, competition, satisfaction measurement, insurance, questionnaire, etc. In the third part Kooperativa pojišťovna a. S, Vienna Insurance Group is described in detail. The fourth part focuses on the practical part. The practical part is based on data obtained from the created questionnaire. The data obtained were analyzed and on the basis of the analysis, the solutions and appropriate measures were proposed for the unfavorable results. The last fifth part deals with a brief summary of the whole worrk.