Analýza spokojenosti účastníků programu Work & Travel

Abstract

This bachelor thesis analyzes the satisfaction of participants in the Work and Travel USA program, with a particular focus on the services provided by the CCUSA agency. The main goal of the research is to evaluate how participants from different geographical regions—specifically the Czech Republic, Slovakia, the Philippines, and South America—perceive various aspects of the program, including the preparation process, communication with the agency, working conditions, financial demands, and support during their stay in the USA. The research is conducted using a qualitative method through an online focus group. The theoretical part of the thesis draws on concepts of consumer satisfaction and the specifics of services in the field of tourism. The findings reveal differences in the perception of service quality among the respondent groups and identify key factors influencing overall satisfaction and willingness to recommend the program in the future. Based on the results, specific recommendations are proposed to improve agency services and increase participant satisfaction.