Měření spokojenosti zákazníků s obchodním centrem

Abstract

The thesis is focused on the customer satisfaction measurement with the shopping centre Frýda, which is located in Frýdek – Místek and was opened in November 2014. This project was from beginning accopanied by negativ reaction and protests primarily by the local population because of the necessity to demolish the multipurpose sports hall. Despite all efforts failed to prevent the demolition of the hall. The main objective of the thesis is to measure customer satisfaction with newly built shopping centre Frýda, with the offered services and other factors which influence attitude and loayality of customers to this centre. The partial objective is to find out respondent´s views on the demolition of the sports hall and compare these views with the customer´s place of residence. In this thesis is used factor analysis, correlation between views on the demolition of the hall and place of residence is examined by hypothesis testing. In the conclusion of this thesis there are recommended proposals to improve the satisfaction of the identified problematic factors.