Hodnocení spokojenosti zákazníků se službami rozvážky jídel

Abstract

The aim of this thesis is to develop and evaluate customer satisfaction with meal delivery services.The thesis consists of a theoretical and a practical part and is divided into 4 chapters. The first part deals with the basic theoretical-methodical foundations of quality management, where basic concepts are introduced including methods of measuring customer satisfaction. In the second part of this thesis, basic data about two food delivery companies and characteristics of the entire market are presented. The third part is focused on customer satisfaction with meal delivery, while the method used is ECSI. In the final part the results and recommendations for improvement are interpreted.