Měření spokojenosti zákazníků s automobilovým dealerem

Abstract

This bachelor thesis examines customer satisfaction with the car dealership CarTec Ostrava s.r.o. through a questionnaire survey involving 202 respondents. It focuses on vehicle quality, staff approach, purchasing process, showroom atmosphere, service, and interest in electromobility. The theoretical section defines customer satisfaction and factors influencing purchasing decisions. The practical part reveals high satisfaction with vehicles and staff, but identifies shortcomings in offer clarity, service waiting times, and electromobility awareness. A SWOT analysis and recommendations include enhancing personalized communication, electromobility education, reducing service waiting times, and introducing a loyalty program. The findings contribute to strategic decisions and the company's competitiveness.