Analýza spokojenosti zákazníků vybrané společnosti

Abstract

The bachelor thesis deals with the analysis of customer satisfaction in the store and e-shop with alcohol. The topic of the thesis follows one of the seven basic principles of quality management and that is the principle of focusing on the customer. The aim of the work is to analyze the customer satisfaction using a questionnaire survey and focus on possible shortcomings. The bachelor thesis is divided into theoretical and practical part. The theoretical part defines the basic concepts of the problem. The practical part analyzes the data obtained by the questionnaire survey. The established hypotheses are evaluated using statistical methods. The benefit of the work is a more detailed acquaintance with the needs and requirements of customers not only for the range, but also for associated services.