Měření spokojenosti zákazníků s firmou na trhu výpočetní techniky

Abstract

The aim of my thesis was to measure the customer satisfaction with a firm on information technology market, to receive impulses to posible improvement of services, which offers firm NOVATech. Marketing research was the source of primary data, which I received from customers with form of questioning. Teoretical part focuses on characteristics of firm, offering services, theory of measurement of customer satisfaction, aims and methods of its monitoring. Practical part includes preparation and realization of marketing research, aim of thesis, questioning results, their interpretation and also proposals and recommendations, which should contribute to rise customer satisfaction.