Měření spokojenosti zákazníků s kvalitou služeb v oblasti prodeje nábytku

Abstract

This thesis is concerned with the measurement of customer satisfaction with the quality of services in sales of furniture. The theoretical part explains the basic concepts related to that topic. In the practical part, customer satisfaction is determined using a questionnaire and analyzed by differential analysis and mystery shopping. There is also a part of employee satisfaction analyzed by basic statistical description. Results of this work are proposals and recommendations leading to improve the quality of services and customer satisfaction.