Analýza spokojenosti zákazníků se službami restauračního zařízení

Abstract

This Bachelor´s thesis is divided to four parts. Part one contains theoretical measuring of customer satisfaction with services, where particularly definitions of hotel and restaurant trade, marketing mix in services, customers and their behaviour and the importance of customer satisfaction. Part two introduces the town and selected restaurant, bowling and gambling club in Bruntál. The goal of Part three is selecting a suitable method for collecting information, to find out satisfaction (dissatisfaction) of customers with the environment, offered services, offered products and staff using a method of interrogating and questionnaires. The last part contains interpretation of survey results and proposals and recommendations to the management of the restaurant.