Spokojenost zákazníků v dodavatelské síti pivovaru

Abstract

This bachelor’s thesis deals with the evaluation of customer satisfaction with supplier’s services and products of Pivovary Staropramen s.r.o. and establishes proposals for measures to increase this satisfaction. The theoretical part explains the terminology of quality management and customer satisfaction including methods of measuring and evaluating customer satisfaction. The practical part describes the conduction of the company's customer satisfaction survey using a questionnaire. The data obtained from the questionnaires are processed and evaluated in detail using gap analysis. Based on the evaluation there are proposed measures to improve the company’s customer satisfaction .