Analýza spokojenosti zákazníků se službami kuchyňských studií

Abstract

The diploma thesis is focused on the analysis of customer satisfaction in kitchen studios. The measurements took place in the interior and kitchen studio RENA in Ostrava - Poruba. The aim of the thesis is to propose recommendations for increasing the level of customer satisfaction based on the results of the analysis. In the theoretical part are individual terms defined related to thecustomer satisfaction. There are also described methods, which are used to measurement of customer satisfaction. The practical part begins with the characteristic of the kitchen studio and then thesis continues with the analysis of customer satisfaction using the methods: satisfaction, importance - satisfaction, differential analysis and customer satisfaction index. The priority markers are detected from results, that company must focus on. At the end of the diploma thesis are created suggestions and recommendations to increase customer satisfaction. The main recommendations include creating parking spaces for clients, expanding the modularity elements, and increasing staff education through special training and courses.