Výzkum zákaznické spokojenosti veterinární kliniky

The aim of this thesis is to find out the customer satisfaction with the services of an animal clinic and, based on the evaluated results in the practical part, to point out the shortcomings in the provision of services and suggest possible improvements. In the theoretical part, a literature search is conducted across the following topics: customer, marketing of services, customer satisfaction, customer satisfaction measurement methods, SERVQUAL method. The practical part deals with analysing and explaining the results obtained from the questionnaire survey using the SERVQUAL method. Finally, recommendations are then proposed to the selected animal clinic to improve its services.