Analýza spokojenosti zákazníků jazykové školy

Abstract

Subjekt of my bachelor's thesis is `Customer Satisfaction Analysis with the services of language school Pygmalion, Ltd. and the goal of this thesis was to see how customers are satisfied with the services of language school Pygmalion, Ltd. and on the basis of information from me by a marketing research, has been proposed recommendations for improving and upgrading the services provided to customers . The thesis consists of seven chapters – starting with an introduction, followed by characteristics of language school. This second chapter describes a development of the language school Pygmalion and their marketing mix of services . Third chapter contains the theoretical resources of measuring satisfaction with services, happiness and customers. Fourth and fifth chapter is devoted to a methodology and analysis research. I prepared the analysis on the basis of evaluated questionnaires which were distributed to students. Next chapter contains proposals and recommendations which should lead to greater student´s satisfaction. The last chapter is a conclusion.