Analýza příležitostí pro zlepšování kvality služeb sázkové kanceláře

Abstract

The following text is focused on service quality of a selected betting office. The aim was to research customer satisfaction with offered service of a selected branch in town of Ostrava. Chosen the following text is topic was solved with use of questionnaire research. For data evaluation simple statistic method (cumulated frequency) and Pareto analysis was used from which mainly follow on main customer dissatisfaction factors with offered service of the betting office branch. It concerns mainly number of sitting places inside the office premises for clients, not sufficient offer of quotation course offers for free and no possibility to watch TV live sport event at the branch. For proposing new solutions to improve conditions at the branch - the brainstorming method was chosen. Here follow the recommendations and measurements for improvements leading to eliminating or reducing negative service aspects.