RT Journal Article
SR Electronic
A1 Ryglová, Kateřina
T1 Theoretical approaches to the audit of customer satisfaction on the service market
JF Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
YR 2014
VO 54
IS 6
SP 159
OP 170
DO 10.11118/actaun200654060159
UL https://acta.mendelu.cz/artkey/acu-200606-0017.php
AB The main goal of this paper was to create theoretical basis and find starting points for the audit of customer satisfaction on the service market. It focuses mainly on contemporary existing approaches to customer satisfaction quantification especially through indexes. The gained results will become the starting point for creating the consistent audit of customer satisfaction methodology on tourism service market applicable in the Czech environment. One part of the paper shows brief results of the performed tentative research that aimed for finding present awareness about the audit of customer satisfaction and about the frequency of its use by firms in the Czech Republic.