Měření spokojenosti zákazníků se službami hotelu

Abstract

The topic of the master's thesis is customer satisfaction measurement with the hotel services. The aim of this diploma thesis is to measure how the hotel guests are satisfied with the services of hotel Fit and suggest concrete steps to improve hotel services and to increase customer satisfaction. Marketing research was realized on the basis of quantitative method, of written questionnaire. Data obtained from marketing research were analyzed by statistical tests, method of correlation and multiple regression analysis. Evaluation of satisfaction and importance of partial hotel services is shown in the position maps. Based on the results of this research are formulated specific proposals and recommendations, which lead to increase customer satisfaction.