Měření spokojenosti zákazníků se službami letecké školy

Abstract

The objective of this thesis was to measure (customer) satisfaction with each category of services in LET’S FLY company, whose major activity is operation of the flight school and flight simulators. For a better explanatory value (of this research) quotas (of responedents) were set up by management of the company according of importance (of target groups). Satisfaction measurement was carried out through a questionnaire survey. Average satisfaction with different categories and attributes of the service was above average. There were proposals and recommendations created, which should lead to increased customer satisfaction.