Srovnání kvality služeb kin v Ostravě

Abstract

The bachelor thesis deals with the comparison of the quality of services of selected cinemas in Ostrava. The main objective was to evaluate the level of services provided by using the mystery shopping method and to compare the individual cinemas on the basis of the obtained data. The research focused on key areas of the customer experience, such as the cinema environment, staff behaviour, orientation in the space, quality of technology, equipment of halls and additional services. After analysing the results, specific recommendations and suggestions were proposed to improve the quality of service in each venue. The research showed that there are significant differences in the quality of services provided between the cinemas surveyed. Although both establishments have room for improvement, the room for improvement is significantly greater in one of them.