Analýza spokojenosti zákazníků se službami Hotelu Niva

Abstract

The Bachelor’s thesis is focused on analysing the customer service satisfaction of the Wellness & Spa Hotel Niva. The main objective of this paper is to scrutinize the services rendered in the Hotel Niva and then draw an assessment of the customer satisfaction based on marketing research of the services provided. The subtask of the thesis is to suggest the recommendations that would result in the improvement of the services provided. The paper uses the methods of analysing and marketing research (questionnaire survey). The theoretical section of the thesis clarifies the basic concepts related to the topic of the Bachelor’s thesis. The practical part is concentrated on the characteristics of the Hotel Niva, connected with the analysing of the services provided. Besides, the evaluation of marketing research, the SWOT analysis as well as the recommendations leading in the improvement of the services are also included in the practical section. It turns out that the customer references regarding the Hotel Niva are very positive. The recommendations suggested for the enhancement of the services provided, might become a significant contribution for the Hotel Niva and its customers in the future.