CUSTOMER SATISFACTION IN MADNESS SHOPS

The purpose of the diploma thesis is to examine customer satisfaction in Madness shops. The diploma thesis is divided into eight chapters. First, the theoretical part is presented, followed by the practical part. They also assessed how satisfied they are with complaint handling and expressed their suggestions. Today, every shop wants loyal customers.

Problem

The purpose of the diploma thesis is to examine customer satisfaction in Madness shops. The diploma thesis is divided into eight chapters.

Solution and Method

First, the theoretical part is presented, followed by the practical part. In the theoretical part, the concept of the customer, customer satisfaction, sales environment and sales staff are presented in general. In the practical part, a study on customer satisfaction in the Madness shop in Maribor is presented. She decided to conduct research in Madness shops because she worked in their shop in Maribor as a student. The working method and atmosphere in this shop, in her opinion, have a particular impact on customer satisfaction. The processing of the survey questionnaire answered questions about the structure of their customers, how often they visit the shop, how satisfied they are with the tidiness and atmosphere in the shop.

Customers assessed the range and quality of goods as well as the helpfulness and expertise of the sales staff.

Results

They also assessed how satisfied they are with complaint handling and expressed their suggestions. Today, every shop wants loyal customers. Customers have never had such a choice of goods in so many different shops.

The range, quality and prices of goods are approximately the same in different shops. The method of service, atmosphere in the shop, expertise of sales staff, customer satisfaction with complaint handling are factors that influence decisions about further purchases.