Analýza spokojenosti zákazníků se službami hotelu

Abstract

The main aim of my thesis is to analyse customers´needs and their satisfaction with services provided in hotel Pokrok HPHG s.r.o. The analysis will help to reveal the weaknesses of teh company and eliminate them by means of a suitable strategy. It will also help to suggest convenient use of its weaknesses so that it could effectively make use of its strengths on the market. The results of my thesis will help the management of the hotel to find suitable possibilities to differ from their competition in the sphere of provided services and to maintain satisfaction of their customers as well as to prevent the customers from choosing the rival hotels in the Moravian-Silesian region.