Měření spokojenosti zákazníků na trhu domovních komunikačních a přístupových systémů

Abstract

The theme of this thesis is customer satisfaction measurement on the market of house communication and access systems. The aim of this thesis is to compile proposals and recommendations leading to customer's satisfaction with the ELEKTRO-FA.PAVELEK, Ltd. company's Czechphone® trademark. A quantitative method, specifically online questioning, has been used. The basic set are a company's business customers, who bought a products from January 2012 to February 2016 at least for 10 000 CZK. The result of the survey leads to the two positional maps of satisfaction and importance making - the first relating to the sales representative's qualities, while the second one to the aspects of the Czechphone® trademark. Based on the positional maps, proposals and recommendations were made especially, how to increase the satisfaction level with the sales representatives' qualities and the new videosystem implementation to the company's range of products.