Analýza spokojenosti zákazníka ve službách

Abstract

This bachelor thesis called Analysis of Customer Satisfaction in Services elaborates on the visitor satisfaction rate in services of the sport-leisure centre Raketa Bowling. The aim of this thesis was to establish the shortcomings in quality of provided services and to find out possible solutions for improvement. The first mentioned was achieved by means of a survey conducted in the form of questionnaires. The analysis showed that customers were mostly satisfied with the approach of the personnel and the quality of bowling tracks. On the contrary they were not satisfied with the bowling price per hour and the range of served meals as well as their price and taste. Suggested solution for improvement of these negative aspects would be to use higher quality ingredients for cooking and to employ better qualified and more experienced chefs. High price of bowling can be cut by purchasing Raketa Bowling season tickets, which are more convenient for customers than paying individual visits. I would also recommend introduction of discounts for the ISIC holders.