Měření spokojenosti zákazníků s jazykovou školou

Abstract

The aim of my thesis is to interpret satisfaction of customers of Slůně-svět jazyků, Inc. Based on findings I intended to bring in new solutions how to improve a customer´s satisfaction and also prescribe new techniques for advancement.

The theoretical part deals with a customer´s satisfaction, marketing research in services, as well as marketing communication with its tools. I define both macro and micro environment of the company. I studied both strong and weak spots of the company, opportunities and threats. In the practical part I carried out a marketing research.

I drew up some solutions on the basis of the analysis. I have also proposed improvement in the product area, marketing communication and finally how to continue with survey customers´ satisfaction.