Porovnání spokojenosti zákazníka a efektivnosti podniku na trhu pohostinných služeb

Abstract

The bachelor thesis focuses on evaluating the effectiveness of Maku Manu in customer satisfaction using data envelopment analysis (DEA). In the theoretical part, DEA is described, including basic concepts and an example. It also studies the characteristics of the hospitality market in which Maku Manu is located. The history, the present but also the areas of the market are discussed, with the thesis focusing mainly on the food service and restaurant sector. In the practical part, the application of the DEA CCR-I model and analysis is made. Specifically, it is then explained how Maku Manu is doing just in the area of customer satisfaction. The whole process of data collection for the DEA method is described, from the design of the questionnaire through its distribution to customers to the subsequent processing of the data. The results of this research are analysed both verbally and graphically. However, the bachelor thesis also suggests solutions to improve efficiency, for example at the time of product development.