Analýza spokojenosti zákazníků se službami hotelu

Abstract

The thesis deals with the analysis of the Hotel Vista's customers' satisfaction. The hotel is located in Ostrava. The work consists of three main chapters. The first one focuses on theoretical background and explanation of the following terms: service, quality management system, quality evaluation methods and other services. Chapter two is concerned with the description of the hotel, its services and environment. The third part deals with the analysis of data obtained from questionnaires. It also includes suggestions and recommendations for service quality improvement and increase of hotel's customers' satisfaction. Employees' satisfaction is also analysed in this chapter and, subsequently, appropriate recommendations are proposed.