Měření spokojenosti zákazníků s e-shopem na trhu spotřební elektroniky

Abstract

The bachelor thesis describes the measurement of customer satisfaction at ELKAM lighting s. r. o., a company operating in the consumer electronics market. Consumer electronics are necessary for everyday functioning nowadays, when the market is growing and competition between companies is higher. The aim of the bachelor thesis is to analyze the customer satisfaction with e-shop in the consumer electronics market and then suggest recommendations needed to increase the overall customer satisfaction. The theoretical part is devoted to customer issues, satisfaction and customer satisfaction measurement. The third chapter covers the characteristics of ELKAM lighting s.r.o., its history, product range, analysis of the macro and meso environment and information about the e-shop. Furthermore, the research investigation with problem definition is defined. The main part of the paper is then the analysis of the results of the questionnaire survey and proposing recommendations.