Analýza spokojenosti zákazníků

Abstract

This bachelor paper called The Analysis of Customer's Satisfaction is aimed to find a rate of hotel guests' satisfaction with the services provided by Harmony Club Hotel Ostrava. The aim of the paper was to implement an analysis of customers' satisfaction in an area of service, disclose possible failures and consequently recommend arrangements which would lead to an improvement in quality of provided services. To obtain informations needed to implement the analysis there was used a method of written questioning in a form of questionary. After recoding the answers were retyped into a spreadsheet program MS Excel in a form of data matrix. Consequently there was accomplished a primary statistical computing predicating the customers' satisfaction with provided services. On results of the questionary it has ensued that the guests are the most satisfied with a cleanness of rooms and a overall cleanness of the hotel as well. On the contrary, they have been unsatisfied with a room equipment or an environment of the hotel restaurant. Suggestions on improving provided service than have been related among others to installing an air-conditioning system in the hotel restaurant, reduction in the capacity of the restaurant, acquiring plastic windows for the accomodation part of the hotel or simplifying the resarvation system. For purposes of a future analysis of hotel guests' satisfaction there was also designed a new questionary which could be used either separately or in combination with the present questionary.