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Řízení kvality služeb v oblasti gastronomie
Štěpánková, Kristýna
This thesis deals with the general problems of management of service quality in gastronomy. The main aim is to formulate recommendations for three selected catering facilities from Brno using quality management tools. In the solution is used GAP model and SERVQUAL method to evaluate the quality of services and comparison of quality management tools such as corporate standards, HACCP, ISO standards and EFQM for the purposes of catering facilities. Enterprises are suggested recommendations for reducing quality GAPs. They are also determined the advantages, disadvantages and recommendations to modify SERVQUAL method.
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Possibilities of improving the service of a selected company
Stejskal, Jan ; Janák, Vladimír (advisor) ; Štědroň, Jakub (referee)
Title: Possibilities of improving the service of a selected company Marketing research of customer satisfaction Objectives: The purpose of this diploma thesis is to create a proposal to improve the Surf Camp in Portugal in the upcoming season. The evaluation of current customers satisfaction was achieved through both the standpoint of its customers as well as its management. Methods: Both qualitative and quantitative methods were used to evaluate the customers satisfaction. The main research methods used were questionnaire surveys, an interview using the instruction with the company's owner and employ and internal data analysis. Results: The results of this diploma thesis are shown in graphs, tables and classification crosses. The data obtained helped to identify opportunities for improvement, and based on them, suggestions and recommendations were made to improve Surf Camp in Portugal. This proposal was submitted to the Surf Camp management. Key words: Services, customer satisfaction, sports marketing, GAP model.
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Řízení kvality služeb v oblasti gastronomie
Štěpánková, Kristýna
This thesis deals with the general problems of management of service quality in gastronomy. The main aim is to formulate recommendations for three selected catering facilities from Brno using quality management tools. In the solution is used GAP model and SERVQUAL method to evaluate the quality of services and comparison of quality management tools such as corporate standards, HACCP, ISO standards and EFQM for the purposes of catering facilities. Enterprises are suggested recommendations for reducing quality GAPs. They are also determined the advantages, disadvantages and recommendations to modify SERVQUAL method.
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