Měření spokojenosti zákazníků se službami veterinární ambulance

Abstract

The topic of my bachelor thesis investigates customer satisfaction with regard to veterinary ambulance services. The aim of the thesis is to measure customer’s satisfaction of the service provided by a MVDr. Lubomír Košťál veterinary ambulance in Ostrava and to propose how to eliminate it‘s deficiencies in accordance with market research. The theoretical section explores the characteristics of the veterinary ambulance services and describes the theory of calculating customer satisfaction in this service. The final section analyses the questionnaire survey results. My conclusions and recommendations are based on the previously mentioned analysis, and should lead to an increase in customer satisfaction with the veterinary ambulance.