Měření spokojenosti návštěvníků s knihovnou města

Abstract

The aim of this thesis was to determine reader´s satisfaction with quality and quantity of offered services at Central Library in Ostrava, acquire inspirating impluses to their possible improvements and suggest certain recommendations to the library management that would lead to service perfection.

In this thesis have been applied to primary and secondary dates. Marketing research was the source of primary dates that I've got by the technique right opportunity through personal pooling directly in the library.

The theoretical part is composed of the library characterization, its history, provided services, sponsors and organizational structure, customer satisfaction in services and marketing mix of services.

The practical part includes preparation and implementation of marketing research, the results of personal pooling, their theoretical and graphical evaluation and recommendations, which should contribute to improving of library services.