Analýza spokojenosti zákazníků kaváren

Abstract

This bachelor thesis focuses on the analysis of costumer satisfaction in the Café environment. The main objective of the thesis is to evaluace the level of customer satisfaction in a selected café and to identity the key factors influencing the overall customers, their behavior, and satisfaction, and introduces selected models and approaches to measuring customer satisfaction. It also characterizes the café market and its specific features. The practical part of the thesis is conducted in the selected café Epeé Café in Pardubice, where research was carried out using the mysnery shopping method. The research focuses on evaluating various aspects of the customer experience, such as the first impression, quality of service, quality of products, café environment, and the payment process. Based on the collected data, strengths and weaknesses of the provided services were identified. The results of the thesis indicate that overall customer satisfaction is primarily influenced by the quality of customer service, the atomosphere of the environment, and the consistency of service delivery. Based on the findings, specific recommendations are proposed to improve customer satisfaction and enhance the quality of services provided.