The diploma thesis deals with the essential factors, which influence the satisfaction of the customers using services of the information centres. The main goal of the thesis is to identify these factors by means of primary research. The primary research is focused on both the domestic and the foreign visitors and reveals the demands, which determine the quality of services of information centres. Furthermore, the quality of the services, which were really provided to the customers by information centres, is evaluated within the thesis. The examined information centres are located in the Středočeský region including Prague, Liberec region and Pardubice region. For the identification of the quality of the services the model SEVQUAL was used. The outcomes of the research inform about the current situation regarding the quality of the services of the information centres. Finally, the recommendations to enhance the quality of information centres are formulated on the basis of primary research results.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:190004 |
| Date | January 2015 |
| Creators | Crhová, Jana |
| 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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