Měření spokojenosti zákazníků s hotelovými službami

Abstract

The bachelors work target was to measure a costumer satisfaction with services of Seminarní hotel Academie Naháč and to make suggestions to improve it on the basis of this analysis. The analysis was carried as written questionary on the hotel premises. The theoretical part stands on a market, market segmentation, marketing service, marketing mix and costumer satisfaction. All these parts aim especially on the hotel services. The practical part constists of datas gained from the questionares analysis, their graphical and table illustration and their following evaluation. The suggestions and recommendations were recorded on the basis of these results which should contribute to improvement of customer satisfaction.