Meranie spokojnosti zákazniov s bankovými službami

Abstract

The main goal of this bachelor thesis was to highlight the importance of customer in bank activities. The thesis was divided into three main parts. First part was theoretical, including definitions of services, customers, their satisfaction and methods of satisfaction measurements. Micro and macro environments have been described there as well. In the second section, which was devoted to questionnaire´s method, there was described a preparation and realization of marketing research and then the results were made into graphs and tables because of better readable values. The third part was focused on mystery shopping. Author of this thesis did some imaginary shopping of bank´s products and services, when she made the calls to information centre. She could evaluate the services in a better way, what kind of service actual and future customers can get. The end of this thesis includes suggestions and hints, how to improve quality of bank´s services and customer satisfaction.