Belavá, S. Satisfaction of clients of accommodation facilities in the South Moravian Region. Thesis. Brno: Mendel University in Brno, 2018. This diploma thesis deals with the level of customer satisfaction and the quality of services provided in 3* and 4* hotels, located in the South Moravian Region. Based on primary research, the key factors affecting the overall satisfaction of the client are revealed, as well as the level of satisfaction with the hotel services is identified. The partial aim of the thesis is to analyze the impact of the hotel certification on the level of client satisfaction. To determine the perceived quality of provided hotel services, SERVQUAL model along with GAP analysis are applied. In line with the assessment of primary data, recommendations for hotel operators are formulated to enhance the quality of provided services.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:429322 |
| Date | January 2018 |
| Creators | Belavá, Silvia |
| Source Sets | Czech ETDs |
| Language | Slovak |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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