Analýzy spokojenosti a loajality zákazníka s výrobky Bochemie a Lybar

Abstract

This bachelor thesis analyses customer's satisfaction and their loyalty to the products Bochemie and Lybar of the Bochemie company. The thesis is devided in two parts: a theoretical part and a practical part. The theoretical part is focused on the basic koncepts of customer's satisfaction and loyalty, marketing research and methods of questionnaires. The practical part describes the company's activities and contains processed data of two question nare methods using the knowledge given in the theoretical part. In the conclusion of the thesis, there are summaries on the assessed company based on the questionnaire data evaluation.