Měření spokojenosti zákazníků na trhu mobilních operátorů

Abstract

Telecommunication services market is becoming increasingly stronger. This is getting tougher competitive environment. The nature of this market is very variable. These are the main reasons to analyze customer satisfaction in this market. The aim of this work is to analyze the customer satisfaction of mobile operators in Czech Republic. Find out how they perceive the satisfaction of customers of mobile operators from their perspective. Finally reveal loopholes in the market. The theoretical part defines who the customer is and what are his buying motives and needs. It is also defined in this part satisfaction, reasons, methods and ways for its measurement and customer loyalty. The practical part is focused on the application of methods, such as positional map and customer questionnaire method. It is in this part of the evaluated satisfaction, according to the customer evaluate individual service elements. Then there is the satisfaction of the customer evaluates individual mobile operator. All these results are expressed verbally and graphically. The paper suggested some recommendations that should reduce gaps in customer satisfaction by mobile operators .