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Customer Satisfaction Analysis at PROFIcomms Company s.r.o. and Recommendations for its Improvement

By Petr Dorociak

Abstract

Master’s thesis engages in the analysis of customer satisfaction at PROFIcomms Company s.r.o. and recommendations for its improvement. The theoretical part is focused on the method of calculating the customer satisfaction index and customer loyalty index. Then, there are described methods of receiving information, which is proceeded through questionnaire analysis. In the practical part, there is made an analysis of PROFIcomms Company s.r.o. and obtained information from the questionnaire is evaluated in detail. Based on the evaluation measures, changes and strategies to increase customer satisfaction at PROFIcomms Company s.r.o. are proposed

Topics: customer satisfaction; dotazníkové šetření; návrhy na zlepšení; questionnaire analysis; spokojenost zákazníků; recommendations for improvement
Publisher: Vysoké učení technické v Brně. Fakulta podnikatelská
Year: 2010
OAI identifier: oai:invenio.nusl.cz:222577
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