Zhodnocení úrovně kvality služeb

Abstract

Abstarct The aim of this work is to determine the extent of satisfaction between the clients of Daniela Běhalová hairdressing salon with its offered services and to propose quality-improving recommendations to the staff on the basis of sectorial analysis. One of the most frequently used research methods is interviewing realised through filling-in the anonymous questionnaires available at the hairdesser´s salon. The questionnaires are subsequently processed by statistical methods, such as frequency, followed by verification of their credibility with statistical ANOVA test. Finally, a customer´s window is created to easily view the survey results. The resulting outcomes are proposed and discussed with Mrs. Běhalová through the brainstorming method together with suggestions leading to improvement of offered services. Particular sub-analysis treat the basic hairdressing services, such as the color range of hair colors, pleasant environment and quality of material. The additional aim of this work is to analyze the accompanying services, for example refreshment.