Měření spokojenosti zákazníků v oblasti poštovních služeb

Abstract

The master thesis deals with customer satisfaction measurement in a company providing services. Its aim is to propose appropriate actions and recommendations that will result in customer satisfaction improvement with services provided by the Czech post in Litovel. The recommendations will be based on a customer satisfaction survey with provided services. The master thesis consists of three main parts. The first part is devoted to theoretical aspects that stem from studying scientific literature. The theoretical part is followed by an application part in which the process of data collection is described. The appplication part also includes the data analysis and the survey result evaluation that was based on combination of few methods for customer satisfaction measurement. The list of crucial factors that need to be improved is the result of customer satisfaction analysis. The last part includes specific suggestions and recommendations to improve customer satisfaction.