Měření spokojenosti zákazníka se službami kavárny

Abstract

The purpose of this study is to analyze the satisfaction of customers at the bar Base Camp in the city of Přerov which offers the services such as a café and climbing wall. The study is divided into two parts – theoretic and analytic. The theoretic section includes the characteristics of customers, levels of satisfaction, and the loyalty and its mutual relationship. Additionally, this section includes the methods of measuring satisfaction and the methodology of the survey in the study. It also includes the characteristics of Base Camp and the main external and internal environmental factors influencing the bar. The findings were applied to the creation of the questionnaire, which was given to the customers at Base Camp and described in the analytic section. This section contains the evaluation of questionnaire in which was created in software SPSS. Results of study will be used to suggest changes for the café that could lead to an increase in customer satisfaction.