Analýza spokojenosti klientů se službami společnosti Centrum hypotečního poradenství, s.r.o.

Abstract

The aim of this diploma thesis is to analyse customer satisfaction with services provided by the company Centrum hypotecniho poradenstvi, s.r.o. and it includes proposals and recomendations to increase quality of the service. One of the quantitative research method is used for a deeper analysis, specifically electronic questionnaires. This form of research is used to find out customer satisfaction with the quality of provided services and Consultant`s work and also to determine client`s interest in services that the company plans to provide. The first part deals with the quality of services and customer satisfaction and the main resource used for this part is scientificliterature on this subject. The second part gives details about the company and the third – practical part contains an analysis of customer satisfaction with the services the company provides using questionnaire.