Hodnocení úrovně kvality služeb

Abstract

The aim of this bachelor thesis is assessing the level of service quality in company Fabory CZ Holding s. r. o., whose field of business is selling fasteners and tools and providing services associated with warehousing. The first part of this thesis introduces the company and its history. The second part describes the theoretical scope for assessing the quality of services and defines the basic terms regarding quality. Then there are the methods of satisfaction evaluating applied in practice and, in the last part of the thesis, there are suggestions and recommendations for future improvement in area of quality.