Analýza spokojenosti zákazníků

Abstract

This bachelor thesis id focused on analysis of customer satisfaction in the company ProsperityFS which deals with services in the financial sector. The aim is to analyze customer satisfaction in the company using a questionnaire survey. This bachelor thesis is divided into two parts, the theoretical part and the practical part. In the theoretical part, basic concepts that are closely related to the customer are defined. The practical part focuses on the characteristics of the specific company Prosperity FS and further on the evaluation of individual questions, according to which three hypotheses were answered. At the end of the thesis, recommendations are proposed that could lead to an improvement in overall customer satisfaction.