<p>This Thesis is about improvement Quality Service from the perspective of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. We believe that customer satisfaction is related with the quality of service, and measuring can be used like a advantage for Quality improvement. To archive this we present some theoretical background about Quality, some tools for quality improvement, some tools for measuring customer satisfaction. Our empirical findings are focused on how our case company tried to use these approaches. During the analysis we compare these information and we’ll see if there is a correlation between the different authors and how the company works. We’ll see that they work very well with TQM, Six Sigma, they use some approaches of SERVQUAL and CSM. Also we’ll apply QFD that relates the customer needs and expectations, and the Service Characteristics, identified previously. The results are based both in SERVQUAL and QFD. For instance, the lack of communication between the customers and company is the main gap regarding how to measure the customer satisfaction. Some tips about how to measure the customer satisfaction and other recommendations are given at the end. The conclusions are the benefits that we obtain from combining the SERVQUAL and QFD method, because we believe that both work very well together due to it becomes a powerful tool that is telling if the customer is satisfied or not. Aside it is telling us where we should act to improve the quality of service and therefore the customer satisfaction. The work presented is based on the interview with our contact person. Several observations were made regarding the measurement method that they are using.</p> / <p>Den här uppsatsen handlar om förbättring av servicekvalitet sett utifrån ett konsumenttillfredsställelseperspektiv. Detta är motiverat i ett tjänsteföretag som har problem med att mäta konsumenttillfredställelse i form av servicekvalitet. Vi tror att konsumenttillfredställelse är relaterat till kvaliteten på servicen, och att en mätning av denna kan användas som en fördel för kvalitetsförbättring. För att åstadkomma detta presenterar vi en teoretisk bakgrund om kvalitet, en del verktyg för kvalitetsförbättring samt en del verktyg för att mäta konsumenttillfredställelse. Vårt empiriska underlag är fokuserat på hur vårt exempelföretag har gått tillväga i arbetet med dessa verktyg. I analysdelen jämför vi informationen för att se om det existerar en korrelation mellan de olika författarna och hur företaget arbetar. Vi noterar att de arbetar väl med TQM, Six Sigma och att de använder en del av aspekterna i SERVQUAL och CSM. Dessutom kommer vi att applicera QFD som relaterar konsumenternas behov och förväntningar till serviceegenskaper, som tidigare identifierats. Resultatet är baserat både på SERVQUAL och CSM. Exempelvis är bristen på kommunikation mellan konsumenterna och företaget det främsta gapet beträffande mätningen av konsumenttillfredställelse. Rekommendationer angående mätningen av konsumenttillfredställelse och andra förslag ges i slutet av uppsatsen. Slutsatserna är de fördelar som vi fått fram genom att kombinera metoderna SERVQUAL och QFD, två metoder som fungerar bra tillsammans och blir ett kraftfullt verktyg, som kan ge svar på om konsumenten är tillfredsställd eller ej. Dessutom visar det hur vi ska agera för att förbättra servicekvaliteten, och därmed konsumenternas tillfredställelse. Uppsatsen är baserad på intervjun med vår kontaktperson. Flertalet observationer har genomförts av den mätmetod som företaget använder sig av.</p>

The graduation theses deals with the customer satisfaction -- in this case patients - with the rehabilitations services in the Rehabilitation Institute Kladruby. The theoretical part defines the general conditions of the service quality by ISO standards 9000 and the relevant literature, outlines the improving of service quality, explain the conception of the customer satisfaction, outlines the possibilities of it's measuring and improving. The theses finds satisfaction or dissatisfaction of the patients with the certain areas by the questionnaire investigation. Areas of investigation are for example the care of doctors and nurses, providing information on the nature of health, the physiotherapists work, quality of food and equipment on order on the bed wards. The obtained results are compared with the investigation of the bachelor thesis.

This thesis focuses on increasing the customer satisfaction of travel agency. Customer satisfaction is a key component for maintaining market position, company reputation and its growth. Client satisfaction is especially important in the area of services, including travel agencies. Based on a questionnaire survey among customers, using the NPS method and the KANO model, measures are designed for increasing it. Also the suggestions are obtained to improve company promotion with the use of customer survey.

This Master's thesis deals with analyses of customer satisfaction and loyalty to the GiTy, a.s. company. The theoretical part of the thesis explains problems of customer satisfaction and loyalty and their measurement. Furthermore, it deals with marketing research, with a focus on questionnaire-based data acquisition. The practical part of the thesis includes the company presentation, survey design and methodology of the data analysis. This part also describes the continuous customer satisfaction measuring system of the company. The implementation of this measuring system was the aim of this thesis.