Analýza spokojenosti studentů se službami vybrané fakulty vysoké školy

Abstract

Focus of the thesis is to analyse students satisfaction. The aim is to find out how satisfied students at university Vysoka Skola Banska – Technicka Univezita Ostrava are. The satisfaction of students was measured using a questionnaire built on seven hypothetical variables – image, expectation, perceived quality, perceived value, satisfaction, complaints and loyalty. Each hypothetical variable was allocated suitable measurable variables, which capture the most important needs of students. The questionnaire was created in google form and sent out electronically. The analysis was made using the European Customer Satisfaction Index and improvements have been suggested based on the results.