Kvalita služeb mobilních operátorů na území České republiky

Abstract

The bachelor thesis deals with quality of services provided by mobile operators in the Czech Republic, namely companies Vodafone, T-Mobile and Telefónica O2. In the first part of the work, there is quality of services described in theory. Practical part of the work is focused on quality of services of mentioned mobile operators, which is assessed by ECSI model – The European Customer Satisfaction Index, that supports and regulates quality management on the basis of the measuring the customer satisfaction. Research of the customer satisfaction with the services of mobile operators is based on questionnaire survey, while within model ECSI, the satisfaction is monitored in seven partial fields. In the thesis, the evaluation of the situation in the Czech mobile operators market from its users’ perspective is carried out, and the comparison of the results of particular operators is also realized.