Hodnocení spokojenosti odběratelů a dodavatelů obchodní společnosti

Abstract

The aim of this thesis is to find out satisfaction of the important suppliers and customers of a trade company through means of quantitative enquiry on the basis of questionnaire. The next goal is to detect the cause of dissatisfaction of the the suppliers and customers and to recommend particular measures with respect to strategy of the company. The thesis consists of two parts. In the first part there are described theoretical approaches to customer-supplier relationship, comunication, satisfaction of suppliers and customers and strategy of the company. There is also described problematics of balanced scorecard because big part of this management tool is represented by measuring customer satifaction. The second part includes the characteristics of the company, analysis of acquired data and concluding recommendation.