Měření spokojenosti zákazníků se službami pojišťoven

Abstract

The aim of my diploma thesis is to measure the consumer satisfaction with insurance companies services. I focused particularly on the following issues: what insurance companies these customers prefer, what types of insurance they have taken out, what their experience with insurance sales agents and brokers is, how they assess communication of the insurance companies, and, last but not least, to what extent they are satisfied with solving their problems and instance losses. Following the results of my research, I have proposed recommendations on how the insurance companies on the Czech market could improve their services to reach the higher satisfaction of their customers.