Měření spokojenosti zákazníků se službami knihovny

Abstract

For my bachelor's thesis I have chosen topic Customer Satisfaction Measurement with Library Services. Theoretical part deals with characteristic of the library, the services it provides and also generally defines marketing services, marketing mix and explains the satisfaction analysis including methods used for its measuring. Practical part describes the very process of marketing research and analysis of gathered primary data. The aim of the thesis is to analyze satisfaction of customers with services that are provided by city library Breclav, determine current level of these services and identify potential sources of dissatisfaction. Recommendations will be derived from the results that should lead to increased satisfaction with services of the library.