| Abstract [eng] |
The aim of the Master Thesis is to set the peculiarities of the factors influencing the customers’ service and facility quality and the customers’ behaviour, also their impact on the decision to buy the service of Joint Stock Company LINDSTROM. In the Master Thesis there are analyzed the factors, determining the customers’ service quality of the different authors. It was estimated, that the main factor of the customers’ service quality is a human factor. There are analyzed the roles of the verbal and non- verbal communication in the process of communication, also the impact of the private judgement for the development of the customers’ service quality and psychological effect on customers. There are presented the criterions of the facilities’ quality evaluation from the customers’ viewpoint. The research confirmed the hypothesis, which was formulated by author of the Master Thesis, that the customers’ decision to buy something is based not only on the image of the organisation, the quality of the facility, but most of all on the service. |
