Měření spokojenosti klientů očního oddělení

Abstract

The topic of this bachelor thesis is the measurement of customer satisfaction (clients) with ophthalmology department in Kyjov. The work is divided into individual parts. First, the theoretical basis for the subsequent satisfaction measurement had to be set out at the very beginning. We have determined what a service is and what service features they have. Subsequently there was a brief description of the Kyjov hospital and its ophthalmology department. Data in our work was obtained using a questionnaire survey. Questionnaires were distributed at the ophthalmology department at Kyjov Hospital. Individual questions from the questionnaire were analyzed using tables and graphs. This data was then used to determine the overall satisfaction of the clients with the ophthalmology department and suggestions were made to increase the satisfaction.