Měření spokojenosti zákazníků ve vybrané společnosti

Abstract

The diploma thesis is focused on the survey of customer satisfaction of the company Dopravní podnik Ostrava a.s. The survey was accomplished by means of an electronic questionnaire. In the theoretical part of the thesis there are included information and characteristics of the DPO a.s. There is also the definition of the marketing research, the definition of the research aim and forming of the questionnaire. The practical part contains the realization of the marketing research and more detailed analysis of research results by means of graphs and applicative commentaries. These results are shown and evaluated through the demographic differentiation. The aim of the thesis is to analyze satisfaction of the customers with the service of Dopravní podnik Ostrava a.s. and to suggest some recommendations which ought to improve the quality of the company service.