Service Quality

The aim of this thesis is based on conducted analyses and exploration to evaluate the quality of service of selected company ŠKODA AUTO followed by a drafting solution that will improve the quality of services. In the theoretical part are defined basic terms of marketing, marketing services, quality of services and marketing research. The practical part is started by a short description of the company, its history and current activities. Analysis and exploration are performed in Prague`s sales network of ŠKODA AUTO by using methods of Mystery Activity. At the conclusion of the evaluation of research are identified weaknesses of ŠKODA AUTO and proposed measures to eliminate these deficiencies and thereby increase the quality of provided services