Návrh hodnocení spokojenosti zákazníků a její ověření v podmínkách konkrétní firmy.

Abstract

This bachelor’s thesis examines customer satisfaction measurement systems. The main objective of the thesis is to analyze this topic and, based on the findings, propose a suitable tool for measuring customer satisfaction. The theoretical section focuses on defining the concept of quality and its relationship to satisfaction, customer loyalty, and methods for evaluating them, including questionnaire surveys, CSAT, NPS, and the SERVQUAL model. The objective of the practical section is to analyze customer satisfaction and the quality of services provided at a sports complex based on evaluations by customers and regular users. A questionnaire survey was chosen as the primary method for data collection in the analysis.