Acta Univ. Agric. Silvic. Mendelianae Brun. 2005, 53, 185-194

https://doi.org/10.11118/actaun200553030185
Published online 2014-12-27

Modification and application of ECSI on the Czech service market

Kateřina Ryglová, Jana Stávková, Eva Skoumalová

Ústav marketingu a obchodu, Mendelova zemědělská a lesnická univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika

Considering contemporary trends in development of the world’s economy, all kinds of companies are made to analyse and implement new access to firm’s strategies. This article deals with new trends in marketing analysis focused on measurement and evaluation of customer satisfaction. We tried to apply methodology of ECSI (European customer satisfaction index) into Czech service market. We counted the total customer satisfaction indexes for two chosen travel agencies (85% for the first travel agency, and 74% for the second one) and for two chosen banks (72% for the first bank, and 82% for the second one).

References

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