Měření spokojenosti zákazníků s hotelovými službami

Abstract

The objectives of the diploma thesis was to find out how the hotel guests are satisfied with the services of hotel Hamr and suggest such measures that could lead towards improved hotel services and increase guests satisfaction. The whole work is divided into seven chapters. The first chapter is introduction. The second chapter deals with characterization of hotel industry and description of the hotel Hamr. The contents of the third chapter are theoretical basis of measurement of customer satisfaction and hotel services. The fourth chapter solves methodic part where is defined research proposal. In the fifth chapter is made evaluation and analysis of the results of measuring the satisfaction of hotel guests Hamr. This chapter presents a combination of text, graphs and tables. The sixth chapter is devoted to suggestions and recommendations to improve guests satisfaction with services of hotel Hamr. The last chapter is conclusion.