Průzkum spokojenosti zákazníků se službami vybraného hotelu

Abstract

The theme of this thesis is „A Research of Customers Satisfaction with the Service of a Selected Hotel“. I performed the hotel description, customer satisfaction survey and I apply elements of the marketing mix and a SWOT analysis Spa Kostelec. Analysis of all available information showed that Spa Kostelec strengths prevail over the weak and the room is facing more opportunities than threats. It is very important that the management of the spa is constantly monitored and any changes constantly sought to take advantage of opportunities and eliminate weaknesses, because competition is increasing. The goal of this study was to determine whether the guests are satisfied with the quantity and quality of services that the hotel offered, analyze the Spa Kostelec situation and suggest steps that should Spa Kostelec made to attract more satisfied customers. Based on the questionnaire revealed that in terms of customer satisfaction the Spa Kostelec is doing very well. I assessed the current situation Spa Kostelec using SWOT analysis and marketing mix, and I came to conclusions that will help Spa Kostelec use and implement measures to help keep your spa satisfied customers and attract new ones.