Měření spokojenosti zákazníků se službou

Abstract

This graduation theses is called “Customer Satisfaction Measurement with Service”. The point of the work is to make primary research in a recreational and rehabilitative Hotel Odra. From the research result to reveal purchase behaviour of the hotel customers, to identify, how the customers are satisfied with this hotel and its services, to find out which services are exploiting more or less and finally what the customer’s satisfaction can be increase. In the first chapter I describe the hotel and its services etc. The theoretical part of my work is mentioned in the second chapter. I target the customer’s satisfaction and methodology of satisfaction measurement. The next chapter are the practical parts of this graduation these. At the close of this work I put forward recommendations to the hotel and possible alternatives, which can increase satisfaction of the loyal and potential customers.