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Spokojnosť a lojalita klientov cestovného ruchu
Bédiová, Monika
The dissertation deals with the detection of the relationships between satisfaction and loyalty factors of tourism clients. A structural equation model (SEM) based on these relationships is also included. Dissertation provides a comprehensive overview of the methods dealing with the satisfaction and loyalty of tourism clients. This thesis describes the main factors influencing clients'satisfaction with and loyalty towards a selected type of tourist destination. The result of the qualitative research is a mental map that depicts the relationship between the determinants of customers satisfaction and loyalty; and service providers in a selected type of tourist destination. The data of quantitative research is evaluated using the higher statistical methods which provides a base for creating a structural equation model. Results can be used as a starting point for further research of the subject of satisfaction, loyalty of clients and for the use of the structural equation model in various areas of tourism.
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Methodology for assessing social effectiveness of institutions executing public policies
Bohatá, Marie ; Putnová, A. ; Rašticová, M. ; Bédiová, M. ; Cebáková, A.
The methodology certified by the Technological Agency of the Czech Republic (TAČR) is based on an original concept of social effectiveness of public administration reflecting modern trends in governance supporting the trustworthiness of the public service and emphasising the public interest, openness, participation, and integrity. The self-assessing methodology aimed at creating a self-learning organisation is developed for the internal needs of public administration. It has a modular character and encompasses such building blocks as strategic management and coordination, operational management and performance, external communication, ethics and integrity, and HR policy and social climate. It can be used at different organisational levels within the state administration and the self-government. It is user-friendly providing the user with an immediate feedback as well as a guidance in generating improvement actions. Simultaneously, the methodology is of inspiring nature, as it serves as a repository of good practices.
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