Kvalita jako nástroj konkurenceschopnosti ve vybraném podniku služeb
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Diplomová práce se zabývá kvalitou služeb, jakožto nástrojem konkurenceschopnosti. Sektor služeb je jedním z nejkonkurenčnějších prostředí a je důležité se odlišit kvalitou poskytovaných služeb. Cílem závěrečné práce je zhodnotit kvalitu služeb a důležitost jednotlivých faktorů v programu Work and Travel USA agentury Czech-us a navrhnut doporučení, na jaké faktory se má agentura zaměřit. Výzkum hodnotí programu ve všech jeho fázích. Na základě výzkumu autor práce navrhl doporučení, na jaké faktory kvality je nutné upřít pozornost. Výsledky poukazují na velkou míru spokojenosti účastníků, ale také na několik zásadních faktorů, na které se agentura musí intenzivně zaměřit.
The master's thesis deals with the service quality as a tool of competitiveness. The service sector is one of the most competitive environments and it is important to become different in the service quality. The aim of the master's thesis is to evaluate the service quality and the importance of individual factors in the Work and Travel USA program of the Czech-us agency and to propose recommendations on which quality factors the agency should focus on. The research focuses on the evaluation of the program in all its phases. Based on the research, the author of the thesis proposed recommendations on what quality factors need to be focused on. The results point to a high level of participant's satisfaction, but also to several key quality factors on which the agency should focus intensively.
The master's thesis deals with the service quality as a tool of competitiveness. The service sector is one of the most competitive environments and it is important to become different in the service quality. The aim of the master's thesis is to evaluate the service quality and the importance of individual factors in the Work and Travel USA program of the Czech-us agency and to propose recommendations on which quality factors the agency should focus on. The research focuses on the evaluation of the program in all its phases. Based on the research, the author of the thesis proposed recommendations on what quality factors need to be focused on. The results point to a high level of participant's satisfaction, but also to several key quality factors on which the agency should focus intensively.
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Work and Travel, kvalita služeb, loajalita, konkurenceschopnost, kvadrantová analýza, Work and Travel, service quality, loyalty, competitiveness, quadrant analysis