Srozumitelnost manuálů jako faktor spokojenosti zákazníků

Abstract

This bachelor's thesis deals with the comprehensibility of manuals or guides as one of the key factors of a product, which may have an impact on customer satisfaction. Introduces the reader with legislation, standards and principles that apply to user manuals and describes the principles of producing manuals. It deals with the analysis of sample manuals and assess their overall quality from different perspectives. Another part is devoted to practical verification comprehensibility of manuals, references to the group of users. Subsequently, there are proposed improvements and recommendations which could contribute to their better comprehensibility, quality and utilization of manuals, and thus higher levels of customer satisfaction with used product.