publication . Master thesis . 2009

Service Quality in Hotel Industry - Customer Satisfaction

Fučíková, Martina;
Restricted Czech
  • Published: 01 Jan 2009
  • Publisher: Vysoká škola ekonomická v Praze
  • Country: Czech Republic
The theoretical part of the master thesis focuses mainly on particular methods to help to identify customer satisfaction with regard to the specific processes in the hotel industry. The practical part determines the customer satisfaction in the hotel Jalta. A customer satisfaction survey based on a research of the web pages,, www.tripadvisor and the evaluation of questionnaires provided by the hotel Jalta has been carried out. In addition a mystery shopping with an enclosed report and suggestions for improvement were made. The goal was to examine the appropriateness of questions with regard to the output of information.
ACM Computing Classification System: ComputingMilieux_MISCELLANEOUS
free text keywords: Service Quality; Customer Satisfaction; Service Quality Measurement; Kvalita služeb; Spokojenost zákazníka; Techniky měření spokojenosti zákazníka
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