Měření spokojenosti zákazníků s maloobchodní službou

Abstract

The main subject of this master thesis is customer satisfaction measurement of the retail service. Specifically, it is the Scan&Go service of the retail chain Globus ČR k.s. Scan&Go is an innovative way to shop. Master thesis is divided into two parts – theoretical part and practical part. Theoretical part of thesis is focused on the presentation of service and the theory of customer satisfaction measurement. The practical part is focused on data collection through questionnaire survey and then analysis of data. Chi-Square test, factor and regression analysis were used for data analysis. Based on the analysis, suggestions and recommendations are created at the end of the thesis to increase customer satisfaction of the service.