Šetření spokojenosti zákazníků správy sociálního zabezpečení

Abstract

This dissertation thesis deals with customer’s satisfaction surveys and focuses on customers, who use electronic means of communication to contact District administration of social security. The first goal of this dissertation was to identify and categorize customers of District administration of social security using chosen parameters. The customers were categorized as follows: self-employed persons, persons legally entitled to be paid sickness benefit or pension, taxpayers under a duty to report and legal representatives. The second goal of this dissertation was aimed on satisfaction survey and on confirmation of the following hypothesis: “Majority of customers asked is inclined to think that electronic means of communication with District administration of social security in Nový Jičín brought rather positive results.” The hypothesis was confirmed. The research was carried out using methods of personal survey and electronic questionnaire.