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.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:260707 |
| Date | January 2016 |
| Creators | Nováková, Andrea |
| Contributors | Kala, Štěpán, Dana, Dana |
| Publisher | Česká zemědělská univerzita 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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