Hodnocení spokojenosti zákazníků se službami vybraného podniku v pohostinství a návrh strategie

Abstract

This diploma thesis deals with the evaluation of customer satisfaction with services of a selected company in the hospitality industry and strategy proposal. The theoretical part of the thesis is focused on the definition of basic concepts and the description of the methods used in the practical part. The content of the practical part is the characteristics of the selected company, the analysis of customer satisfaction using questionnaire survey and differential analysis and the analysis of the market position and the assessment of the financial situation of the company using PEST analysis, Porter's five competitive forces model, financial analysis, BCG matrix and SWOT analysis. At the end of the thesis, a summary of the results of the used methods is made and appropriate strategies and recommendations are proposed based on them.