Měření spokojenosti zákazníků cestovní kanceláře

Abstract

This bachelor’s essay deals with the customer satisfacion measurement of concrete organisation in the air conditioning market. I describe external and internal marketing surround of organisation in theoretical part of essay, I explain the basic terms of customer satisfaction measurement. Practical part includes the methodology of research including chose method of data acquisition such as personal, written and electronic questioning. Acquired data are analysed and they are verbally and graphically interpreted. Based on results of research I suggest concrete concepts for betterment of improve, which would increased the customer satisfaction. Basic findings which the essay brings are the measured of customer satisfaction, their satisfaction with provided services (transfer, accomodation, guide service,...) and their suggestion for improve the offered services.