Zhodnocení spokojenosti zákazníků se zaměřením na lázeňství

Abstract

This bachelor thesis is focused on measuring customer satisfaction in the company Rožnovské pivní lázně associated with the subsequent use of knowledge for practical use. The main objective of this work is to determine customer satisfaction and to make suggestions and recommendations from the results of the questionnaire survey. The theoretical part discusses the terms related to the customer, customer satisfaction, customer satisfaction measurement and types of questioning. The practical part introduces the company Rožnov Beer Spa, describes the conduct of the survey and focuses mainly on the analysis of the data obtained from the survey, presents and compares the results. The key methods used to measure customer satisfaction include the ESCI method, the customer window, and the price sensitivity test. Based on these analyses, solutions to increase customer satisfaction are recommended.