Měření spokojenosti zákazníků prodejny stavebnin

Abstract

The aim of my bachelor thesis was to find the rate of customer satisfaction with building materials shop – Stavebniny Na Strážnici and propose improvements, which could lead to increased sales and turnover. Measuring customer satisfaction has been undertaken with the aid of marketing research. The bachelor thesis is divided into five chapters. In the first chapter is characteristic of company, its origin, history and current activities. The second chapter is devoted to theoretical basis of customer satisfaction with services. The third chapter contains the methodology for collecting data. The fourth chapter contains the characteristics of the current situation on the construction market, analysis of the company environment and evaluation research. The last chapter contains proposals and recommendations for company, which may lead to increase customer satisfaction and increase sales.