Hodnocení spokojenosti zákazníků se službami vybrané firmy

Abstract

This thesis deals with the measurement of customer satisfaction in the company Auto Heller. Auto Heller company operates in the automotive industry and is engaged in selling and servicing new and used cars. In the first part the theoretical knowledge about customer satisfaction measurement are collected. Subsequently analyzed the company is described in detail with focus on who are actually customers of the automotive industry. Another part is devoted to analyzing customer satisfaction of ŠKODA Auto vehicles. The aim is to analyze the situation, to evaluate test results and propose changes to future customer satisfaction measurement of this company.