Měření spokojenosti zákaznic se službami porodnice

Abstract

Bachelor’s theses is focused on customer satisfaction measurement with maternity hospital services. Main aim of this thesis is to evaluate customer satisfaction with current services. The theoretical part is dedicated to characteristics of AGEL Hospital Ostrava-Vítkovice and to key terms related to the measurement of customer satisfaction. The practical part describes research methodology and research findings, overall satisfaction with services of the maternity hospital turned out to be above standard. Based on the data analysis and company analysis were formed solutions which could lead to increase of customer satisfaction, to its maintainance or to obtaining new customers.