Měření spokojenosti zákazníků na trhu úklidových služeb a ostrahy majetku
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Vysoká škola báňská - Technická univerzita Ostrava
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This diploma thesis is focused on the analysis of customer satisfaction with VKUS-BUSTAN s.r.o. services on the B2B market. The thesis aimed to find out the level of perceived quality of services and to compare the two main departments in the company within the achieved satisfaction. Data were obtained by CAWI and CATI methods. Using SWOT, PESTLE, factor analysis, dependency tests, and user testing, the required level of satisfaction was found (min. 66%). A statistically significant difference between the levels of both departments was confirmed.
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B2B market, cleaning services, faktor analysis, PESTLE, satisfaction, security, services, SWOT