Měření spokojenosti zákazníků vybraných pojišťoven

Abstract

This bachelor thesis deals with customer satisfaction measurement of health insurance companies on the Czech market and with attitude of customers towards services or products offered by health insurance companies. A major goal of this thesis is to evaluate the customer satisfaction of the health insurance companies. A minor goal is to find prospective areas of dissatisfaction and propose potential solutions of the problems. Building on data acquired from written electronic questioning were explored various factors affecting customer satisfaction or health insurance companies acquaintance. Certain discrepancies emerged from the research and so were raised the proposals to eliminate the discrepancies and increase the customer satisfaction and influx of the new customers.