Analýza spokojenosti zákazníků se službami divadla

Abstract

This bachelor's thesis deals with the analysis of customer satisfaction with the services of theater, specifically the Těšínské divadlo Český Těšín. The main goal of this thesis is to evaluate the overall satisfaction of customers and their partial satisfaction with the attributes of the services provided. The secondary goal is to suggest recommendations to the theater that could improve their services and increase customer satisfaction. The data needed for the analysis were obtained by quantitative type of research using a questionnaire survey. Respondents were selected by the judgemental sampling, followed by the snowball sampling. The results of the data analysis showed that customers are mostly satisfied with the services of the Těšínské divadlo Český Těšín. The research also showed that the overall level of customer satisfaction can increase if the theater focuses primarily on improving the quality of its repertoire, the behaviour of theater staff, and the cleanliness of social facilities.