Service Quality

The aim of this thesis is to characterize the current situation of the company Znovín Znojmo Inc. in the area of distribution and to propose any improvement in this area based on the survey and mystery shopping. The theoretical part defines the service and service quality. The following is the characteristic of the chosen company. The practical part contains macro environment, characteristic of the market in which the company operates and characteristic of the customers and the competitors. The practical part continues with the characteristic of the company from the view of marketing mix with the emphasis on the distribution. In the second half of the practical part is evaluation of the survey and the mystery shopping. The ending of the thesis is based on found weaknesses in the distribution of the company, such as a behavior of the dealer to the customer, and proposing of the possible solutions