Měření spokojenosti zákazníků v oblasti poštovních služeb

Abstract

The aim of my work is the customer satisfaction measurement with outpost of Joint Stock Company Slovenska posta in town Rajec. In the background characteristics of company I focus on history and present, offered services, strategy and firm surroundings. The base of work is theoretical knowledge mostly from the area of marketing, related to services, marketing mix tools, and quality and satisfaction measurement. Then I describe the phases of preparation and implementation in which I use a questionnaire. In the chapter of customer satisfaction analysis I evaluate acquired data and confirm listed hypothesis. I compare the results with company’s Annual Report data. In the last part of work I define suggestions and recommendations, which in my opinion could increase the quality and satisfaction level of services.