Měření spokojenosti zákazníků franšízových čerpacích stanic

Abstract

This bachelor thesis deals with measuring customer satisfaction of Franchise Petrol Stations. The aim was to find out customer satisfaction with refreshment services and what factors influence their satisfaction the most. The thesis is divided into a theoretical part, which describes the definitions of basic concepts and characteristics of the market using relevant literature and articles. The practical part is focused on the analysis of data that were obtained using an online and personal questionnaire survey. The results were used to formulate proposals and recommendations.