Měření spokojenosti zákazníků s lázeňskými službami

Abstract

This bachelor thesis is focused on the issue of customer satisfaction measurement of spa services. The aim of this work is to propose steps that will lead to the improvement of offered services and thus to increase the customer satisfaction of Spa Luhačovice, a.s. This work includes the characteristic of the company, its history, organizational structure and marketing environment. The theoretical basis for customer satisfaction measurement is described in the third chapter. The practical part analyze the results of the questionnaire survey of marketing research and on the basis of this results are made determine of recommendations and proposals for increase customer satisfaction. Recommendations are an increase the palatability and quality of food, along with an offer of vegetarian and vegan dishes, a wider range of cultural activities in the winter season, reconstruction of the pool areas in the Palace hotel and others