Analýza spokojenosti zákazníků hotelu

Abstract

The aim of my thesis was the survey of guests´ satisfaction with hotel Horizont wellness services. On the basis of the outcome analysis there were proposed the recommendations for hotel management. Marketing research was used as a method of measurement and its data collection tool was the questionnaire. My thesis consists of five parts. After the preamble there is a first part concerned with hotel Horizont wellness description. In the theoretical section you can find the information of their marketing approach, marketing mix and last but not least the customer opinion survey, that is the core of the thesis. The third part consists of the methodology of my thesis and describes preparing and realization phases of the survey. The following part attends to the analysis of the survey results and the outcome is divided into separate chapters. This part is concluded with the hypotheses evaluation. The last part deals with the management recommendations that were proposed in terms of the survey results and it is also divided into several chapters classified according to their dispositions.