Měření spokojenosti zákazníků Dolní oblasti Vítkovice

Abstract

The diploma thesis deals with finding out about customers satisfaction and suggesting of ideal extending services of industrial site Dolní oblast Vítkovice in the city Ostrava. Diploma thesis is divided into two general parts, theoretical part and practical part. The theoretical part of my thesis defines terms like marketing and its meaning, services, customer, marketing mix and measuring customer satisfaction. The practical part of my diploma thesis describes whole process of my measuring customer satisfaction, interprets the results of my research and suggests the recommendation for provided services of Dolní oblast Vítkovice.