Měření spokojenosti zákazníků firmy na trhu se spotřební elektronikou

Abstract

This Bachelor thesis deals with the measurement of customers satisfaction of the selected company. The aim is to identify and suggest improvements to increase customer satisfaction on the consumer electronics market. Specifically in the area of interior, presentation of goods, quality of personnel and additional services. As the method of this thesis is chosen the qualitative method of mystery shopping. The result of the method used is the evaluation of each outlet and a the comparison among them. Finally, there are recommended some steps that can improve the satisfaction of existing customers and by means of new steps to find new potential customers.