Spokojenost klientů s kvalitou služeb v České spořitelně, a.s.

Abstract

The aim of this thesis is to determine the satisfaction of the clients of the bank Česká spořitelna, a.s. with the services that are provided to them, and to recommend such changes that would lead to the clients‘ more positive perception of the bank.

The methodology used to acquire the necessary data was personal survey, and key reasons and causes for the clients‘ dissatisfaction were found through tools of quality.

As the survey suggests, the overall clients‘ satisfaction was above average. The clients are not satisfied mainly with the bank charges. The main contribution of this thesis is the establishment of specific areas that could be improved and the recommendations on how to achieve these improvements.