Hodnocení spokojenosti zákazníků obchodní firmy LN servis, s.r.o.

Abstract

This thesis deals with the issues connected with evaluation of the customers´ satisfaction of the company LN servis Ltd. The subject matter is marketing research, which is focused on sounding out the customers´ satisfaction. The tool of this marketing research is my own questionnaire containing questions being aimed at the field of assortment and price, delivery terms, communication, complaints and reference. Primary and secondary data are processed in EXCEL programme. The primary data are evaluated gradually according to the individual questions in the questionnaire. With every question, summary of all respondents´ responses is carried out first; then evaluating the given question´s response follows and depicting in the graph. At the end of my thesis there is the answer to the assigned aim and all-inclusive evaluation of the marketing research results.