Vyhodnocení kvality a vymezení rozdílů poskytovaných služeb cestovní kanceláře a cestovní agentury

Abstract

The aim of this bachelor thesis is to compare the services provided by travel offices and travel agencies. Furthermore, the aim is to evaluate the quality of services provided by these entities, which are often confused. To evaluate the quality of services provided, an analysis of decision-making processes is used, which is important for a correct understanding of quality by the customer. To satisfy increasingly demanding customers, the provision of quality services is required, which respect their changing needs and wishes. The theoretical part defines the basic tax, accounting and legal aspects in tourism. Furthermore, in this work, an analysis of the services provided at a particular travel office and travel agency is performed, and last but not least, the quality of the services provided is evaluated, with the definition of the differences between the travel office and the travel agency.