Zlepšování kvality služeb společnosti

Abstract

This diploma thesis deals with improving service quality of the company. I tis the company Ekoltes Hranice Inc., concretely the operation of swimming pool. The thesis is divided into three main chapters. The first one focuses on the theoretical background, such as service, quality, quality management services and methodology for measuring of customer satisfaction. The second chapter attends to the company Ekoltes Hranice, Inc. It includes description of the company, its operations and outline economy of the company. The third part deals with the analysis results obtained from questionnaire and application of several methods that lead to the findings of customer satisfaction. It also includes suggestions and recommendations, which should help to improve services the swimming pool. The diploma thesis includes, e.g: the certificates of quality, the questionnaire or customer suggestions of some improvements.