The thesis deals with the most important factors of service quality of selected ski centers which have an impact on customer satisfaction. The main objective is to evaluate the quality of the ski resorts of objective and subjective point of view. The prprimary research is to determine the fundamental factors of service quality. Furthermore, this work deals with an evaluation of actually provided services of selected resorts. The SERVQUAL model was used for this evaluation. The results of this work provide information about perceived service quality of the ski centres. In the conclusion there are recommendations for improving the current quality.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:251195 |
| Date | January 2016 |
| Creators | Martináková, Denisa |
| 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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