Analýza spokojenosti zákazníka se službami lékárny

Abstract

The goal of this thesis is to assess the quality of customer service provided in the AGEL Ostrava -Vítkovice pharmacy and offer suggestions for improvements based on our findings. Theory section defines terms such as customer, customer satisfaction and loyalty, and describes how to create questionnaire questions and methods used to evaluate data from customer satisfaction surveys. In the practical part, we present the AGEL a. s., Repharm a.s. and in detail also the AGEL Ostrava - Vítkovice branch. Then we examine the data from our questionnaires, which is done by using Pareto and Gap analysis. In the final part, we present recommendations for improvements of quality of customer service in the pharmacy, based on the results of our survey.