Hodnocení kvality služeb z pohledu zákazníka

Abstract

This bachelor’s work is focused on evaluation of the service quality from a customer perspective, if the customer is satisfied with the service or not. As a introduction, the theoretical part defines, basic terms of service quality and customer satisfaction with a service.As a next step, the practical part uses knowledge obtained in the theoretical part and applies it on specific company. This company is running their business in rational nutrition. Evaluation is carried out mainly by using QFD quality planning method – house of quality. By using a questionnaire distributed among the customers of the evaluated company, their essential requirements and satisfaction with the company is identified.