The diploma thesis deals with quality of services in hotel industry and with the quality analyse in a five-star hotel in Prague. This analyse should provide data for the management of the hotel and should formulate how to improve the quality of current services a thus the guest satisfaction. The theoretical part deals with quality of services as an important part of management of accommodation facilities and also with the specifics of the hotel industry. The five-star hotel Praha was analysed. The pieces of information about the guest satisfaction which were provided by hotel questionnaire were used for this purpose. The reviews of the websites Tripadvisor.com, Booking.com and Expedia.com served as a next tool for this analyse. The measures which should contribute to the higher satisfaction with offered services were worked out on the basis of the data. The diploma thesis deals together with the questionnaire which serves as a source of information and tries to formulate the questions in order to maximize the benefit of the pieces of information.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:136286 |
| Date | January 2011 |
| Creators | Holá, Lucie |
| Contributors | Indrová, Jarmila, Bakos, Tomáš |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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