Měření spokojenosti zahraničních zákazníků na B2B trhu

Abstract

The main aim of this diploma thesis is to find out an individual foreign customer satisfaction and their overall satisfaction with company ISMM Production & Business Cooperation s.r.o. ISMM is a company acting on B2B market. A partial aim of this thesis consists of data collection (opinions, suggestions) about the company so then this information helps to create recommendations for improving some company operations as well as providing feedback of customer´ satisfaction. Diploma thesis is divided into five main chapters. The first chapter enlightens theoretical resources of customer satisfaction. The second chapter characterizes company ISMM Production & Business Cooperation s.r.o. in general. The third chapter consists of data collection methodology. At this diploma thesis marketing research method was used, to be specific electronic questionnaire survey. The fourth chapture, the most important one, deals with data analysis (mainly graphic methods and statistic analysis – customer satisfaction index). The final fifth chapture, shows wrong processes at the company ISMM and gives recommnedations how to remove them.