Měření spokojenosti zákazníků s činností příspěvkové organizace

Abstract

The thesis is focused on the measurement of customer satisfaction with funded organization SAK Studénka. The aim of the thesis is to not only find out the overall satisfaction with the organization but to also find out the satisfaction with particular events organized by SAK Studénka, the satisfaction with offered services and to find out the reasons for customer dissatisfaction. The measurement of customer satisfaction was carried out using quantitative research - personal questionnaire survey. The evaluation of the questionnaire survey was carried out in SPSS program. The overall satisfaction with the organization is 78% as shown in the results, with most customers being satisfied with the library and the museum among services and lectures and balls among cultural events. The most significant reason for customer dissatisfaction was an inappropriate topic of the event. Based on these results there are some possible suggestions introduced in the thesis that could help with the current situation.