Měření spokojenosti zákazníků firmy na trhu lepenkových výrobků

Abstract

The bachelor thesis deals with the issue of measurement of customer satisfaction. The drift of work was evaluated customer satisfaction and proposed of process for measurement and monitoring of customer satisfaction. The work is divided into seven chapters. The first charter is exordium. At second chapter I characterized company, its inception, history, subject of company activities, organizational structure and marketing mix. In next chapter I concerned to theory of customer satisfaction and importance of customer satisfaction measurement. On this chapter engages chapter engaged in realization total customer satisfaction measurement. The fifth chapter contains analysis of current customer satisfaction and answers evaluation, which I put together from KAZETO, spol. s r. o. Next chapter is dedicated to proposals and recommendations for company, which could flow into increase of customer satisfaction. Last chapter is finale.