Měření spokojenosti zákazníků na B2B trhu

Abstract

This thesis is focused on customer satisfaction measurement on the B2B market. The aim of this thesis was to determine customer satisfaction with company´s attitude to order, compliance with agreed conditions and communication with the customer. The data were collected by means of questionnaires. As emerged from the analysis customers are satisfied with company´s attitude to order, compliance with agreed conditions and communication with the customer. On the basis of the data we can say that company has strong customer relationships. More than half of customers, 56%, lack company´s website. The solution was concentrated on the design of website, because websites can attract new customers.