Analýza spokojenosti zákazníků průmyslové společnosti

Abstract

The Bachelor thesis is devoted to the analysis of customer satisfaction at ArcellorMittal Ostrava PLC. Company, which is specialized in production of rolled long and flat products. The theoretical section is focused on the way of the customer satisfaction analysis, therefore the method of data collection. The aim was to compare perception of customer satifaction between employes of ArcelorMittal Ostravan PLC and real customers satisfaction. The analyze of customers satisfaction was made from the basis obtained answers. At the end, individual answers were analyzed and measures were suggested for increasing overall customer satisfaction.