Analýza spokojenosti zákazníků se službami hotelu

Abstract

The objective of my thesis was to find out how the hotel guests are satisfied with services dealing with their accommodation, nourishment and additional services at the Hotel Galik in Velke Karlovice. The objective also dealt with proposals which would lead to advancing guests´ content. To aquire the needed data I utilized the marketing survey which was carried out by asking questions in person guests during their stay at the hotel. The questionnaire was to determine the identity of the customer's evaluation of reception, accommodation, meals and use of ancillary services. The theoretical part of my thesis focuses on services and their characteristics, marketing mix, marketing survey, satisfaction of customers and the methods of finding out. In the third chapter I deal with the characteristics of the chosen hotel, its location and offered accommodation, board and complementary services, the price of products offered, types of marketing communication and distribution, which the hotel uses. Methodology of the thesis comprises preparation and realization of the marketing survey. In the fifth chapter the evaluation of questionnaires was carried out. It has been worked out graphically and reccommendations, which would help in increasing quality and quantity of offered services as well as content of customers, have been proposed.