Měření spokojenosti zákazníků s kavárnou

Abstract

This Bachelor thesis is primarily focused on the satisfaction levels of the customers at the Cafe Daniel. The main objective is to determine which services at the Cafe Daniel are satisfactory, and which services need improving.

The theoretical part of the Bachelor thesis it deals with marketing of services, customer behavior and what influences it, the decision making process, customer satisfaction and how to measure customer satisfaction.

While the practical part is a compilation of data obtained from an questionnaire survey conducted in the Daniel Cafe. In all over one hundred customers have been surveyed so far. This section also features proposed measures to increase the customers satisfaction of the cafe, thus increasing its competitiveness among rival businesses.