Měření spokojenosti zákazníků lyžařského střediska

Abstract

The objective of this thesis is to measure customer satisfaction with the services and features of Bílá Ski Resort Bílá in Beskydy mountains. The theoretical part of this thesis describes the services, customers and satisfaction. Characteristics of the Bílá Ski Resort is analyzed from a macroeconomic and a microeconomic perspective. The database for this work was obtained by using the online questionnaire. In the analysis part of this thesis, obtained database is analyzed and subsequently interpreted. The final part of this thesis is devoted to proposals and recommendations that may lead to a reduction or elimination of shortcomings in services as well as increase customer satisfaction of the Ski Resort Bílá.