Měření spokojenosti zákazníků s hotelovými službami

Abstract

This thesis is based on measuring customer satisfaction with hotel services. The work includes both general property characteristics, and performance of individual services. There is also a detailed analysis the importance of customer satisfaction for organizations operating in the tourism market, and the resultof customer satisfaction of prosperity of this hotel. There is also listed the different research methods which was used to measure customer satisfaction, one of thiswritten questionnaire was usedin this thesis. The purpose of this study was determine the extent to which customers are satisfied with the services provided by Activitypark Hotel and alsowhich importance for the individual services they represent. Research results are reported in each graph , the ratio of satisfaction and importance of individual customer service is shown in the position map. It can be said that customers were generally satisfied with the services of the hotel, but the hotel is very important to improve the service. For the improve the quality of services that were evaluated in this study, are also given concrete proposals and recommendations.