Meranie spokojnosti zákaznikov maloobchodného reťazca

Abstract

This diploma thesis deals with the customer satisfaction measurement with retail chain. The theoretical part focuses on the nature of Slovak retail market and the company COOP Jednota Slovakia, consumer’s cooperative. This part also unravels the basis for customer satisfaction. The practical part focuses on the marketing research which was realized in the form of a questionnaire survey. The aim was to determine and analyze the customers’ satisfaction with the chosen stores. Based on the findings, several suggestions to increase the customer satisfaction and loyalty were made.