Měření spokojenosti zákazníků se službami knihovny

Abstract

This bachelor´s thesis is about customer satisfaction. The objective of the thesis is to determine customer satisfaction with library services. The result of this objective are suggestions and recommendations for improvement services – in case of customer dissatisfaction, or maintaining the existing level of service if they will be of an excellent standard. To determine customer satisfaction is used marketing research – questionnaire – which includes questions on individual factors of library services but mainly questions on satisfaction with an assortment of books.