Analýza spokojenosti konečného spotřebitele

Abstract

The key focus of my thesis is to analyze customer satisfaction within Electro Euronics using a questionnaire survey. My research is subsequently followed by recommendations which should lead to increased end-user satisfaction. The thesis consists of three parts: theoretical, company information part and practical. The theoretical section utilizes information available on customer satisfaction analysis. The source of this information was specialized literature exploring a level of end-user satisfaction, marketing research process, marketing research methods and also research result interpretation and presentation. Facts about the researched company, such as company history, retail outlet network, offers etc. are presented in the company information section. The results of my customer satisfaction investigation conducted within Electro Euronics are shown in the practical section using graphs and charts. The last section is concluded with recommendations leading to increased end-user satisfaction.