This thesis deals with the evaluation of the quality of service in a selected subject, which is travel agency Čedok, Inc. In the first part of the thesis the theoretical starting-points and characterized terms related to the issue of service quality are defined. To obtain information regarding the literature search was used literature and other resources freely available in electronic and printed character. The second part includes a description of the company and analysis of the current state of the services provided by travel agencies using the methods of observation and survey. The method of Mystery Shopping uncovers weaknesses and is used as a feedback for further development. In the end of the thesis, there are some recommendations suggested for the company to improve service quality and increase customer satisfaction.

The aim of this thesis is to characterize the current situation of the company Znovín Znojmo Inc. in the area of distribution and to propose any improvement in this area based on the survey and mystery shopping. The theoretical part defines the service and service quality. The following is the characteristic of the chosen company. The practical part contains macro environment, characteristic of the market in which the company operates and characteristic of the customers and the competitors. The practical part continues with the characteristic of the company from the view of marketing mix with the emphasis on the distribution. In the second half of the practical part is evaluation of the survey and the mystery shopping. The ending of the thesis is based on found weaknesses in the distribution of the company, such as a behavior of the dealer to the customer, and proposing of the possible solutions.

This thesis is focused on the analysis of provided tourism services and supplementary services on the examples of franchise chains. Thesis is applied to the branches of the franchise companies McDonald´s, Fruitisimo Café and Bushman in České Budějovice. The target is to evaluate actual services and perception of offers by guests, clients or potential guests, to make some new services suggestion for the future given to the current market situation and to design a new product for supply diversity.

This diploma thesis deals with the analysis and problems of using mystery shopping in selected accommodation facilities. The aim was to propose ways to make more effective use of mystery shopping as an instrument for evaluating service processes in selected accommodation facilities.

Předmětem diplomové práce je hodnocení dopadů vzdělávací akce uskutečněné v jedné z významných finančních institucí v České republice. Postup hodnocení vychází z amerického modelu, jehož základní charakteristiky jsou vyzdvihnuty v teoretické části. Praktická část práce se zabývá samotnou analýzou vlivu vzdělávaní, která byla provedena na základě interních dat šetřené společnosti a výsledků provedeného výzkumu. Závěr práce se věnuje zpětným vazbám osob, které byly v šetření zahrnuty, a možným návrhům na zlepšení současné situace v dané společnosti.

The thesis deals with mystery shopping as an important instrument of management, through its application in the company BAŤA, a. s., specifically in the store BAŤA Praha - Letňany. The aim is to apply the mystery shopping, which checks and then evaluates the appearance and tidiness of store, conduct, behavior, appearance and neatness of staff and also the level of customer service and to find out if the technical factors of store and the way of employees behavior to regular customers in the store, may be the cause of lower sales compared with the same period in 2014. The aim is also to propose recommendations to streamline the management of staff to improve customer service and remove deficiencies of service and store, which provide another increase of sales, increase of customer satisfaction and customer loyalty. The thesis is divided into theoretical and practical part. The theoretical part explains the concepts of management and mystery shopping. This part also deals with the different levels of management, developmental concept of management, inclusion of MS within the management system, its usability, users and also the advantages and disadvantages of its use, its particular phases, techniques and, ultimately, as well as its efficiency and success. The practical part deals with the application of research methods in the form of mystery shopping on the company BAŤA, a. s. in all its phases. Based on the information that has been processed to evaluate results, was evaluated appearance and tidiness of store, personnel area and also these two areas have been evaluated overall. The practical part of the thesis includes also suggestions and recommendations for the company BAŤA, a. s.

This Thesis deals with the analysis of foreign clients' service level on the Czech banking market. The main aim is to evaluate the level of foreign clients' service at selected branches and specialised centres of five largest domestic banks, using the method of Mystery Shopping. Evaluation is enhanced by a survey which questions the satisfaction of foreigners with current banking services and their interest regarding specialised centres. Based on the results of the analysis the final recommendations are provided to banks and three determined hypotheses are confirmed or disproved. The thesis is divided into two parts. The theoretical part is focused on general specifications of the basic concepts and legislative regulations which have an essential influence on foreign clients on the Czech market, the evolution in the number of foreigners in the Czech Republic, the Czech banking market including profiles of domestic banks and the definition of marketing research. The practical part includes preparation and implementation of research at the bank branches, a survey among foreigners, research outcomes and subsequent recommendations to banks.

Theme of dissertation is use of marketing research Method Mystery shopping, at problem of testing quality of service, which are served up the clients at bank. General motivation for author, depending up claims of corporate management, is purchase of compacted look at work procedures by advisers, discovering of troubled points and koncept for upgrading for the future. At theoretic part, autor is intending about connecting strategic management and marketing. Then he digests basic processes, segmentation and methods of marketing research, forcefully at method of mystery shopping. At analytic part of dissertation, autor is using varied marketing analyses for presentment of compact eye at these company, which is needfully required for comparing with marketing research returns. In the mids of usable methods belongs especially SWOT analyse, Porter 5F model, PEST analyse and BCG analyse. Then author sketchs out basic marketing corporate strategy, depending up received returns. At project part, autor is specifies basic claims for marketing research at first, including assemblage of question blank and advetirsing schedule of several offices. By the help of verbal specification and pointwise rating is autor gaining compact view at proceedings by advisers with clients. At result, autor is charging with gains of method Mystery shopping for advisors activity at the time.

The thesis deals with the issue of marketing research, specifically using the method of Mystery shopping and questionnaire survey. Main goal is research and comparison of the level of services provided in individual Bikram Yoga studios in the Czech Republic and also screening of the customer satisfaction of studio in Ceske Budejovice. The obtained results inform about the shortcomings of offered services for which it was proposed measures leading to improve the quality of services.

The diploma thesis deals with the identification of the important factors of the shopping environment that influence the consumers during their purchase. In the theoretical part, literature in relation with the retail, merchandising and shop-ping environment is discussed. To obtain the data, an industry analysis in the Czech Republic and a mystery shopping in the selected second hand shops were executed. A quantitative survey was supplemented by a qualitative survey that was processed in a form of controlled interviews. The results from the acquired data were used as recommendations for the second hand shops owners and a concrete plan including changes in a calculation has been developed for Bellitex s.r.o.