Měření spokojenosti zákazníků maloobchodní prodejny

Abstract

This diploma thesis focuses on the Customer Satisfaction Measurement with the Retail Outlet. The main objective is to measure customer satisfaction with the business Levné knihy Inc. and with its individual retail stores in Ostrava. The partial objective is to make a comparison between the individual stores, describe the specifics of customer shopping behaviour in Levné knihy Inc. stores and propose solutions leading to an increased customer satisfaction.