Hodnocení spokojenosti zákazníků v podmínkách podnikové praxe

Abstract

Topic: Evaluation of the Customer’s Satisfaction in Terms of Actual Business Practice

This master´s thesis focuses on the possibility of improving the evaluation of customer’s satisfaction method that is being used in the company which produces thermoplastics products by an injection moulding process. The whole process of evaluation will be examined in order to find any possible way of improvement. The main aim of the thesis is to identify all possible weak points and suggest a way to improve them. In the beginning of the thesis there is the theory of the evaluation of customer’s satisfaction. The practical part of this thesis presents the analysis of the current process of the customer‘s satisfaction evaluation in the company. Thanks to this analysis the weak points were detected and the suggestions for improvements were proposed.