Analýza klíčových faktorů spokojenosti a kvality služeb společnosti Direct Parcel Distribution CZ s.r.o

This thesis examines the factors influencing customer satisfaction and perceived service quality in the case of Direct Parcel Distribution CZ s.r.o. (hereinafter DPD). The primary objective is to identify and evaluate the key drivers of customer satisfaction using the SERVQUAL model. The research combines a qualitative content analysis of customer reviews with a quantitative survey conducted among DPD service users. The findings indicate that customers perceive shortcomings across all five dimensions of service quality, with negative gaps identified between expectations and actual experiences in each area. The most significant dissatisfaction relates to communication—specifically, the company’s responsiveness to customer inquiries and problems. Additional issues were noted in the areas of tangibles and empathy. Reliability received the most favorable ratings, though it still fell short of expectations. Overall, the study confirms that DPD's service quality does not fully meet customer expectations, which negatively impacts overall satisfaction. The thesis concludes with a set of recommendations for DPD management, aimed at improving customer communication, enhancing complaint resolution efficiency, and advancing digital service technologies.