Měření spokojenosti fanoušků hokejového klubu

Abstract

The bachelor thesis deals with the satisfaction of fans of the hockey club, specifically HC Vítkovice Ridera, which operates in Ostrava. The main objective of this thesis is to suggest possible recommendations to increase fan´s satisfaction during a visit of the Ostravar arena. The bachelor thesis consists of two parts - theoretical and practical part. In the theoretical part of the thesis the concept of customer is defined initially, then the term customer satisfaction and the relationship between loyalty and customer satisfaction are explained and the final part of the theoretical part introduces the characteristics of services and marketing mix. The practical part introduces the history of ice hockey and the hockey club HC Vítkovice Ridera. Moreover, the final part of the practical part presents the customer satisfaction marketing research which was conducted on the customers. From the results of the marketing research, measures were suggested to increase customer´s satisfaction.