Měření spokojenosti zákazníků se službami wellness centra

Abstract

The topic of this work is the customer satisfaction measurement with wellness center services. The aim of the work was to find out the satisfaction and importance of individual attributes of the service for customers, to reveal the dependencies between satisfaction with the attributes and evaluation of the wellness center as a whole and then use this information to develop proposals and recommendations to ensure greater customer satisfaction. The research was conducted by a questionnaire survey, in which a selected set of research was selected using methods of appropriate opportunity and appropriate judgment. The methods used in the practical part included a simple measurement of satisfaction, an analysis of importance-satisfaction, an analysis of wishes and complaints, a method of satisfaction pyramids and an analysis of lost customers. Based on the results of the analyzes, were processed proposals and recommendations for the wellness center, which should contribute to increasing the satisfaction of current customers and gaining new customers and eventually to esure a higher competitiveness of the company.