Analýza spokojenosti zákazníků se službami vybrané organizace

Abstract

Analysis of customer satisfaction in the accommodation. The main goal of this thesis is to find out satisfaction or dissatisfaction with the service in the accommodation facility. The thesis compares the level of quality with its importance in individual aspects. This comparison will help deduce possible changes to improve the quality of services by major deficiency. A survey of service quality was investigated by using questionnaire. The evaluation was performed using Differential Analysis and Pareto analysis. Results from the questionnaire showed that visitors were globally more or less satisfied with the accommodation. However, there were some attributes of services which visitors consider worse than ideal. And on those attributes would management of RS Pekarny Raliska should pay attention. Deficiencies could be eliminated according to the recommendations in the final chapter.