Spokojenost zákazníků a návrhy na zvýšení její úrovně

Abstract

Diplomova prace se zameruje na spokojenost zakaznika. Na zaklade vyhodnoceni dilcich analyz byly sestaveny navrhy na zvyseni urovne spokojenosti zakazniku. Prvni cast diplomove prace se zameruje na teoreticka vychodiska. Dalsi cast analyzuje soucasny stav pomoci analyz vnitrniho a vnejsiho prostredi a analyzuje soucasnou uroven spokojenosti zakazniku pomoci dotaznikoveho setreni. Na zaklade zjistenych informaci z predchozich analyz jsou v posledni casti sestaveny konkretni navrhy na zvyseni spokojenosti zakazniku.The diploma thesis focuses on customer satisfaction. The main purpose is the evaluation of the component analyses which is followed by the composition of proposals on how to improve the level of customer satisfaction. The first part of the thesis is concerned with theoretical background. The other part presents the examination of current situation by the means of internal and external analyses. The current customer satisfaction level is studied using a questionnaire. The final part includes specific suggestions for improvement of customer satisfaction based on previous analyses.