Měření spokojenosti zákazníků se službami internetového připojení

Abstract

The bachelor thesis is focused on customer satisfaction measurement with services of internet provider. The work is a theoretical-application character. The theoretical part describes the services, its features, the marketing mix of services, customer and its needs, customer relationship management, satisfaction and satisfaction measurement itself. Individual aspects have been applied and described on Sidit s.r.o., The application part includes marketing research, results and subsequent suggestions and recommendations. The marketing research was selected for the measurements, with the selection of customers of Sidit s.r.o. using a suitable opportunity. Sidit s.r.o. is the main installer of T-Mobile a.s .. The Internet is installed in homes and businesses. This topic was chosen by the author of the bachelor thesis, because he works for this company. after data collection followed an analysis that assessed the attitudes and opinions of customers. The data were compared differently and the satisfaction with the individual parameters was compared to the previous internet connection. The results of this analysis then produced suggestions and recommendations for maintaining and improving quality in certain areas.