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Customers' satisfaction assessment of tourist tours - a case study of CK Alpina tours to Bulgaria
Strnadlová, Markéta ; Turčová, Ivana (advisor) ; Vomáčko, Ladislav (referee)
Title: Customers' satisfaction assessment of tourist tours - a case study of CK Alpina tours to Bulgaria Aim: Through questioning and direct observation to evaluate customer satisfaction at selected CK Alpina tours to Bulgaria and propose changes in the final questionnaire. Methods: For obtaining necessary data we used questioning and observation. The questioning used the existing questionnaire CK Alpina containing 7 questions. Customers rated satisfaction with Likert's scale, but they could use an open answer. The Likert's scale was evaluated quantitatively by assigning the stamps by answers. For word responses was made categorization. There were direct, hidden observations of my person on two tours. Observed phenomena were selected based on operationalization and external stimulus. Results: Satisfaction of clients with both, the tour program and tour guides, was found at all five tours to Bulgaria. The biggest drawbacks occurred with the bus service CK Alpina ordered from the carriers. We have developed a new questionnaire, which is more focused on the characteristics, abilities and skills of the guide. The initial questionnaire did not include questions about accommodation and meals. For today's customers the importance of these factors is increasing, therefore these questions are not missing in...
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Anglický název: Ethnography of bus tour: the tour leader's role in the formation of tourist experiences
Meliashkevich, Illia ; Halbich, Marek (advisor) ; Kábová, Adriana (referee)
The master's thesis deals with long bus tours and role of tour leader. The theoretical core is interdisciplinary definition of tourism as a specific assemblage of practices with a relationship to people, objects, practices of others and self. The concept of the third space makes it possible to overcome the established definition of tourist within the traditional dichotomy (self - Other, home - away etc.). Therefore, the tourist is regarded as a metaphor of both these opposites simultaneously. The tourist experiences are concerned here as psychological phenomenon consists of expectations, perception of tourist events and tourist memory. The main objective of this paper is to explore formation of tourist experiences during specific conditions of long bus tours from Belarus to EU countries, and to reveal the importance of tour leader within this process. Keywords: bus tour, tour leader, tourism, tourist experiences, anthropology of tourism
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