Měření spokojenosti zákazníků

Abstract

The aim of the thesis Customer satisfaction measurement is to express the satisfaction of customers with products, services, personnel and retail environment in a McDonald's restaurant. In the first part of the submitted thesis is included basic information about this restaurant. Second part is aimed at theoretical overview of customer satisfaction and methods of collecting information, especially through the method of interrogation. In the third part concerns with specific research in the restaurant McDonald's in the center of Ostrava and then proposing and recommendations to increase customer satisfaction of this restaurant.