Měření spokojenosti zákazníků autoservisu

Abstract

This bachelor thesis deals with the issue of measuring customer satisfaction in the field of car service operations. The main objective of the thesis was to analyze and evaluate the level of customer satisfaction at the BestDrive s. r. o. branch in Šumperk, to identify the key factors influencing possible dissatisfaction, and to propose recommendactions aimed at increasing customer satisfaction and loyalty based on the obtained findings. To achieve this goal, a quantitave survey was conducted using a printed questionnaire distributed directly to customers at the car service branch. The questionnaire focused on evaluating the quality of provided service, staff attitude, order processing speed, and overall customer satisfaction etc. The research results showed that customers highly value the proffesional attitude of employees and the quality of services provided, while they see shortcomings mainly in waiting times and prices. Based on the collected data, specific measures were proposed to improve the level of customer satisfaction.