Měření spokojenosti zákazníků s lékárnami

Abstract

This diploma thesis is concerned with customer satisfaction measurement with chemists, with the three shops in the city Ostrava in the concrete. Similar thesis was processing back to two years, in 2007. It was engaged in customer satisfaction analysis with services of chemists. Since the time come into enter be a change of legislative in the form of regulation charges of the each prescription from doctor. A consummation of diploma thesis was discover how change customer satisfaction after two years, after regulation charges, in dependence on functioning of internet selling, on growing pharmaceutical nets and on growing count of chemists in Czech republic. Needed date was obtained due by marketing research by method personal questions by the help of questionnaire in choice chemist. By analysis was watched results of growing interest in shopping over-the-counter, move preferences in choice chemists from experience to availability. Customers are more satisfaction with services of chemists after two years. Customers don´t suspect growing quality with services in context of reform in health.