Monitorování kvality služeb ve výrobním podniku

Abstract

The aim of the thesis is to analyze customers’ satisfaction with the quality of the company Merops, s.r.o.. First chapter provides the theoretical basis of quality of service in a manufacturing company. Second part introduces the characteristics of the studied company. And finally the third, practical, part deals with the monitoring of service quality and presents some recommendations for possible improvement of the quality of service. Since services are closely linked with the customers’ perception, the monitoring was carried out by a survey form. Based on the collected data it was then possible to determine which services are the most important and the company should focus on. The collected data were analyzed by statistical evaluation and revealed respondents’ dissatisfaction with the quality of the masonry. This problem was analyzed and solved by using cause and effect diagrams. The thesis then proposes recommendations whose implementation the company should consider in order to increase the quality of the services.