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Quality Management in the Field of Gastronomy
Groulíková, Petra ; Šimara, Jan (referee) ; Bartes, František (advisor)
This diploma thesis is focused on evaluating quality of services in field of gastronomy in specific organisations in Brno city. Within this work there is analysis of present condition in organisations and in field of gastronomy also. For evaluating quality of services, based on this analysis, SERVQUAL method is chosen. After application of this method both recommendations and proposed specific systems of quality management for organisations are expressed.
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Marketing mix of a swimming pool in Kralupy nad Vltavou
Novák, Vojtěch ; Voráček, Josef (advisor) ; Šíma, Jan (referee)
Title Marketing mix of the swimming pool in Kralupy nad Vltavou Targets The aim of this bachelor thesis is to identify the biggest negative gaps based on the SERVQUAL method in the services provided by the swimming pool in Kralupy nad Vltavou. Methods To obtain the necessary information, a quantitative survey was used, specifically a written survey through the SERVQUAL questionnaire, which was distributed at the swimming pool box office. This questionnaire compares and examines the expected quality of services in the company, which the customer imagines and the actual perceived quality of services provided. Results Based on a questionnaire survey using the SERVQUAL method, the largest negative measured gaps were identified. These include in particular: adequate water temperature (- 1,099), modern premises (-0.983), customer information (-0.869) and suitable opening hours (-0.804). Keywords questionnaire survey, SERVQUAL method, services, quality, customer
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Marketing mix of a swimming pool in Kralupy nad Vltavou
Novák, Vojtěch ; Voráček, Josef (advisor) ; Šíma, Jan (referee)
Title Marketing mix of the swimming pool in Kralupy nad Vltavou Targets The aim of this bachelor's thesis was to use the treasures obtained from the questionnaire survey to propose modifications and better solutions to improve the quality of services provided and increase customer satisfaction in the swimming pool in Kralupy nad Vltavou. Methods To obtain the necessary information, a quantitative survey was used, specifically a written survey through the SERVQUAL questionnaire, which was distributed at the swimming pool box office. This questionnaire compares and examines the expected quality of services in the company, which the customer imagines and the actual perceived quality of services provided. Results The customer satisfaction survey with the services in the swimming pool in Kralupy nad Vltavou clearly showed that clients are dissatisfied with most of the services provided. Therefore, if the swimming pool wants to achieve complete customer satisfaction, all researched areas need to be improved. The recommendations given at the end of this bachelor thesis could be used to improve and increase the level of services provided. Keywords questionnaire survey, SERVQUAL method, services, quality, customer
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CUSTOMER'S SATISFACTION OF SELECTED COMPANY BASED ON THE SERVQUAL METHOD
Nguyenová, Dieu Linh ; Zamazalová, Marcela (advisor) ; Koudelka, Jan (referee)
The bachelor thesis deals with measurement of customer satisfaction in a particular company. The SERVQUAL method will be used for the measurement using a questionnaire survey. The theoretical part describes the key concepts: customer, customer satisfaction, expectations, quality of services and methods for measuring service quality. The practical part analyzes and evaluates the results of the questionnaire survey. Following the interpretation of the results, recommendations are proposed to improve the quality of the business.
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Quality Management in the Field of Gastronomy
Groulíková, Petra ; Šimara, Jan (referee) ; Bartes, František (advisor)
This diploma thesis is focused on evaluating quality of services in field of gastronomy in specific organisations in Brno city. Within this work there is analysis of present condition in organisations and in field of gastronomy also. For evaluating quality of services, based on this analysis, SERVQUAL method is chosen. After application of this method both recommendations and proposed specific systems of quality management for organisations are expressed.
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Marketing management in selected hotel
ŠALKOVÁ, Markéta
This theses contains an analysis of market conditions and internal environment at the Šumava hotel in Vyšší Brod and suggestions to improve marketing management. It is an established hotel in an attractive location near the border with Austria and the Lipno dam. In the theoretical part, there are analytical tools, which include analysis of the situation and further sub-analysis, SWOT analysis, and SERVQUAL method. The theses examines two hypotheses that "management at a given capacity hotel will not be conceptual, but random, and that the hotel with this capacity will not be monitor market development and client Leeds adequately". Neither of these hypotheses was confirmed. Proposal made on the basis of the analysis includes marketing strategy in terms of changes in product, marketing communications, distribution and greater focus on attractive target segment, which requires additional personál and professional support. In addition, the proposal for changes in the area of financial management.
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Department of transport services and its management
BERAN, Ladislav
The thesis is focused on the analysis of transport services within the railway passenger transport in the Czech Republic. Based on the analytical methods of questionnaire survey, SERVQUAL method and each of the resulting strategies SWOT analysis, the following conclusions: Price is the most important factor in the choice of railway transport; 58 % of respondents are dissatisfied with the situation in the railway sector;RegioJet provides the highest quality services on the market.
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Comparison of accommodation equipment according to uniform classification
DEKRETOVÁ, Libuše
The thesis deal the development of accommodation equipment. The theoretical part informs about history, development and present situation of hotelery and classification. The practical part compares choice hotels according to valid classification. All these hotels are situated in South Bohemia. Two of free hotels meet requirements for first class (4 *). The component of practical part is a questionnaire inquiry into guest´s satisfaction of the hotel services and which one miss. Demanding missing services are calculated and suggested as possibility to improve the attraction. In the practical part is used the Servqual method. It is comparison of quality accommodation services. This method is complemented with comparison accommodation prices in choice example. The goal of this thesis is an evaluation of the offer and rendered services of tourism in accommodation equipment according to the official uniform classification of accommodation equipment 2010-2012 to the topical need of market. This goal is achieved through the use of above mentioned methods.
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