Kauzální modely v hodnocení spokojenosti zákazníků

Abstract

The main aim of the bachelor thesis is to focus on the development and the history of causal models used for evaluation of customers’ satisfaction with products and services. To present the utilization of such models particularly as tools for national and international benchmarks and non-financial reporting of companies. To pay attention to national indices of contentment ACSI and EPSI Rating with emphasis on the results of European studies in the area of bank services and mobile telecommunications in comparison with the results from the Czech Republic.