Měření spokojenosti zákazníků se službami restaurace

Abstract

This thesis deals with customer satisfaction measurement with restaurant services. It is divided into five chapters that contain environment characteristics of Greek restaurant, theoretical bases of satisfaction measurement, data collection methods, measurement results analysis and suggestions and recommendations. The aim of this thesis is to analyze customer satisfaction with Greek restaurant EA by questionnaire survey, also based on the information to propose possible improvements and recommendations that will lead to the improvement of services of the restaurant, which will be realized in practice. The first part deals mainly with the analysis of macro-environment restaurant, market segmentation, its subjects and also includes a SWOT analysis of the restaurant. The second part deals with the theoretical basis of satisfaction measurement, there are defined elements of the marketing mix and service characteristics. The methodology of data collection is analyzed in the third section, gradually from research preparation to its implementation. The fourth section analyzes the results of measurements based on the results of the survey and evaluation of the hypotheses. The fifth section contains suggestions and recommendations for management in the areas of marketing mix elements.