Měření spokojenosti zákazníků se službami firmy pořádající kurzy pro těhotné a rodiče s dětmi

Abstract

The target of the graduation thesis was to analyse satisfaction of pregnants and parents with children with services in centre for mother and child and to propose possible changes which can improve effectiveness of the company and then intensify costumer satisfaction. It can will help to consolidate company position on market. Proposed changes arise from aaccomplished research and analysis microenvironment and macroenvironment. Theoretical part is dedicated to description of services, marketing mix services, customer satisfaction and relationship with customer. Practical part include description of existent market, characteristic of company, analysis of micro and macroenviroment and marketing research of customer satisfaction.