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Customer satisfaction of the selected business entity
BUČILOVÁ, Michaela
The subject of this work is to conduct a customer satisfaction analysis of a particular business and its subsequent practical application. The aim is to become familiar with the subject under investigation, its customers, identify the shortcomings perceived by customers and propose possible solutions. The first part involves a literature review of basic concepts necessary for the topic, and the second part of the work contains the research methods used, the process by which the questionnaire was compiled and subsequently presented to respondents. This is followed by the actual survey of customer satisfaction in the selected business, through which the necessary data was obtained for subsequent analysis, results deduction, and proposal of solutions for increasing customer satisfaction. A total of 240 respondents completed the questionnaire. Respondents who indicated they visit the restaurant met the representativeness of the data collection sample, which was calculated using the test of goodness of fit. The Net Promoter Score methodology was used to determine the respondents' rating of the business. The evaluation brought a result considered good. Further research showed that there is generally a positive evaluation of the business. Most customers request a more diverse menu offering. On the other hand, respondents who do not visit the business do so due to their lack of familiarity with it. Steps have been proposed to increase customer satisfaction and attract new customers.
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