Měření spokojenosti zákazníků pizzerie

Abstract

In this bachelor work I engaged with measurment of customer´s satisfaction at a pizzeria. The aim of my bachelor work was to evaluate customer´s satisfaction with services provided by pizzeria Da Claudio, and then, on the basis of obtained information, to suggest recommendations, which could lead to improving of provided services quality and by this to increasing of customer´s global satisfaction and fortifying of pizzeria´s competitiveness. In theoretical part I described main principles of marketing in service industry, characteristics of services and marketing mix, and especially, I devoted to customer´s satisfaction and its measurment. Following parts contain characteristics of Da Claudio pizzeria´s market and to metodology of research. In practical part I concentrated on evaluation of primary marketing research. Consequently, on the basis of information obtained from personal questionnaires, I realized analysis of customer´s satisfaction with provided services and evaluation of prescribed hypothesis. The last part of my bachelor work is devoted to suggestions and recommendations, which I worked out on the basis of realized analysis