Analýza spokojenosti zákazníků se službami Hotelu Strážnice

Abstract

In this bachelor thesis I concentrate on a survey of customer satisfaction with a Hotel Strážnice. Today’s customer can choose from a lot of accommodation facilities. Because of that every accommodation facility which wants to be successful has to offer services on high level. A hotel has to also watch a customer satisfaction with hotel services and which another services customer would appreciate in a hotel. The survey I do through a questionnaire, which I made and distributed to customer of the Hotel Strážnice. The thesis I divided to two parts, theoretical and practical. In the theoretical part I deal with tourism, hotel industry, marketing of services, customer satisfaction, marketing survey and creation of the questionnaire. In the practical part I describe the Hotel Strážnice, it’s history, organization structure of the hotel, accommodation, catering, supplemental and congressional services which the hotel provides. On the basis of acquired informations from the questionnaire survey I suggest recommendations which would lead to the removal of weak points of services which the hotel provides and I recommend which another services would contribute to the increasing of customer satisfaction.