Spokojenost klientů s kvalitou služeb ve vybrané pobočce ČSSZ

Abstract

The diploma thesis is focused on developing analysis of customers satisfaction specific branch of CSSA. According to data from the questionnaire survey is satisfaction analysed with several methods. According to these methods are defined results, priorities for improving in the area quality of services. Diploma thesis involves three main parts. In the first part there are described questions regarding quality of services and customers satisfaction. For this part was used the professional literature describing this topic. The second part deals with characteristics of District Social Security Administration office as a object of satisfaction survey and the third part analyses the customers satisfaction of District Social Security Administration office with questionnaire survey.