Měření spokojenosti zákazníků e-shopu společnosti s odpadovým hospodářstvím

Abstract

This bachelor’s thesis examines the measurement of customer satisfaction at OZO Ostrava s.r.o., a company operating in the waste management sector. Waste management services are currently essential for sustainable development, and digitalization and the shift of communication to the online environment are playing an increasingly significant role in this sector. The aim of this bachelor’s thesis is to evaluate the level of customer satisfaction with the company’s online store and subsequently propose specific measures to streamline the purchasing process. The theoretical section addresses issues of purchasing behaviour, customer satisfaction, and the methodology for measuring it. The third chapter focuses on the characteristics of OZO Ostrava s.r.o., its history, product and service portfolio, an analysis of the macro- and meso-environments, and information about the e-shop. It also defines the research methodology and the problem statement. The main part of the thesis consists of an analysis of the questionnaire survey results and the formulation of recommendations.