Hodnocení spokojenosti zákazníků s vybranými e-shopy

Abstract

The topic of the diploma thesis is the evaluation of customer satisfaction with services of selected e-shops using the ECSI model. The aim of the work is to evaluation of customer satisfaction with selected e-shops. The work consists of a theoretical part, which describes the theoretical basis of quality management and customer satisfaction. The practical part ant its evaluation follow, which took place on the basis of a questionnaire survey and then recommendations improvement were proposed so that these improvements had a positive effect on customer satisfaction.