Analýza kvality poskytovaných služeb vybrané cestovní kanceláře

Abstract

This bachelor's thesis focuses on the analysis of quality of services provided by a travel agency Valaška. The aim of the thesis is to find out the current customers' satisfaction of the quality of services provided by the travel agency Valaška, in its branch in Valašské Meziříčí, and to suggest recommendations for its improvement based on the results. The theoretical part of the thesis deals with the definition of theoretical outputs in a field of services, customer satisfaction and quality. The practical part of the thesis describes the travel agency Valaška. Furthermore, the data obtained from the research are analysed and evaluated in this part. Consequently, the suggestions and recommendations for increasing customer satisfaction is presented.