RT Journal Article
SR Electronic
A1 Ryglová, Kateřina
A1 Stávková, Jana
A1 Skoumalová, Eva
T1 Modification and application of ECSI on the Czech service market
JF Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
YR 2014
VO 53
IS 3
SP 185
OP 194
DO 10.11118/actaun200553030185
UL https://acta.mendelu.cz/artkey/acu-200503-0018.php
AB 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).