Měření spokojenosti zákazníků se službami lyžařského střediska

Abstract

This thesis is concerned with the measurement of customer satisfaction with the quality of services provided by the ski resort. In the theoretical part of explaining basic concepts such as quality, client, service, or that are related to the main topic. The next chapter is devoted to the characteristics of the ski resort Velka Raca. In the practical part of the analysed data, which were obtained from the survey of the investigation. In this section are also evaluated the individual answers of respondents analyzed by differential analysis and Customer Satisfaction Index. In the final part of the work are submitted to the suggestions and recommendations for the improvement of the quality of services and to increase customer satisfaction.