Měření spokojenosti zákazníků s opravou motorových vozidel

Abstract

The baccalaureate work deal with a measure of customer satisfaction with repairing motor vehicles in the service station Autojohan. The main purpose is to find out the customer’s satisfaction with repairing motor vehicles, service station’s employees and with the price of repair. As a method of marketing research for getting the primary source of information I choose the questioning. From 150 filled question-forms I made a marketing research. On the basis of this marketing research I propose the recommendation to the station service Autojohan how to increase the satisfaction of the customers. The first chapter of my baccalaureate work is devoting service station and characterization of the market. The second chapter is aimed at the theory services, the marketing mix and the customer’s satisfaction. The pivotal part of my work is chapter three and four, which includes my marketing research. The last chapter includes my proposals and recommendation.