Měření spokojenosti zákazníka

Abstract

The purpose of this thesis is to find factors which have a negative influence on clients satisfaction with the operation of a selected company and, in accordance with the results found, to propose a solution to increase client satisfaction with the company. The start of the thesis is an identification of the company in which client satisfaction is measured. There is a basic information about the company and also elementary economical data as a progression of a profit, earnings and an attendance. In the theoretical part there are explained terms such as services, service quality,client, satisfaction, loyalty and measure of satisfaction. In the practical part the results of marketing research and data analysis are explained. In the next section, suggestions are made to improve the current state, which are then critically evaluated.