Měření spokojenosti zákazníků na trhu technických služeb

Abstract

Bachelor thesis is focused on analysis of costumer satisfaction research results, in the Technical Services Market. Concretely on the company TS a.s. located in Frýdek-Místek. The goal is to evaluate satisfaction trend since 2006, detailed analysis of the last research, which was built mostly on measures of dependence on demographic characteristics and optimization of questionnaire using factor analysis. In the SPSS statistic program, the dependence on sex and residence were proofed, age did not play any role. By compering middle values of implemented research, the growing trend of satisfaction was confirmed. In the optimization suggestions, the age question was left out and one was eliminated for redundancy, thanks to factor analysis.