Měření spokojenosti zákazníků restauračních zařízení

Abstract

The aim of this thesis was analysis of customer satisfaction in restaurant U Hořínků by the questionnaire survey and proposal for appropriate improvements that are realizable in practice and will have benefits for business in the form of higher attendance and increase sales. The questionnaire was structured to deal with the basic elements for a restaurant U Hořínků and not time consuming and too demanding for customer knowledge. The questionnaire survey shows that customer satisfaction is in a relatively high level, it is weaker in some respects only. These aspects were leading to the development of proposals and recommendations of the author. A high level of restaurant U Hořínků includes their operating staff and menu of drinks and meals that are key elements in all restaurants. High satisfaction was also recorded in the opinion of the special offer lunch menu. On the contrary, as the biggest problem is that non-smoking part is missing in this space. This could be attractive for other target groups such as families with children and mothers on parental leave together with the smallest guests during the day. The main shortcoming is the absence of air conditioning, which is replaced by suction devices. The research should serve as recommendations for the management of the quality of services offered by this restaurant U Hořínků and to higher customer satisfaction with these services.