Měření spokojenosti s odborným vzděláváním na střední škole

Abstract

This diploma thesis deals with the topic of measuring satisfaction with vocational education at secondary school. The aim of this thesis was to measure the satisfaction of students and companies in which students carry out practical training with vocational education at the Secondary school of Hospitality and services and Post-Secondary Professional School in Opava, to identify strengths and potential weaknesses that adversely affect customer satisfaction and to propose possible refinements to increase satisfaction. The operational objective was to compare the mutual satisfaction of students and companies with vocational education and identification of potential differences. The research was conducted with a focus on the high-school type of study, namely the Hospitality graduation degree course taught on the premises Post-Secondary Professional School and the Hotel School in Opava, which, after merging with the Secondary School Husova 6 in Opava, became a part of the newly formed organization now called the Secondary school of Hospitality and services and Post-Secondary Professional School in Opava. The theoretical part characterized the school through its history, economic situation, organizational structure and presentation of secondary fields of study offered. It also characterized the school environment as it affects it in every respect. Moreover, this section described the theoretical basis of the school’s marketing management and customer satisfaction measurement, which was elaborated in the practical part. For the practical part it was necessary to create a research methodology, which includes all approaches, principles and techniques by which the marketing research can be conducted. To achieve the set target, the practical part comprises of a questionnaire designed for students and - by editing and shortening - a questionnaire for companies to allow a partial comparison of the results of both entities. By using these questionnaires, data were obtained in terms of satisfaction or dissatisfaction in the areas selected by the third and fourth grade students of the Hospitality field and the cooperating companies in which students underwent their mandatory practical training. Due to the number of firms, this part of the research was considered only as additional research and it was primarily focused on the students’ satisfaction. The analytical part analysed separately the data obtained by the students’ satisfaction research and the data obtained by the companies’ satisfaction research. Subsequently, it analysed those parts of the questionnaires which were the same for both entities. The analysis of the data obtained by the students’ satisfaction research was focused on the satisfaction with the school choice, satisfaction with the professional part of education, with the teachers of practical training, with the material environment, vocational training and general satisfaction of students with the school. The data obtained from the companies’ research were not so extensive and therefore it was analysed as a whole. Subsequently, the analysis of common parts of both questionnaires was conducted and the results of the students and firms research were compared. All research areas were chosen in consultation with the school and its needs. The recommendations to the school should encourage the organization to solve the problems identified in the research, especially to improve the quality of vocational education and to increase students’ satisfaction and also indirectly the satisfaction of companies with vocational education.