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Statements

Subject Item
n2:RIV%2F62156489%3A43110%2F11%3A00173951%21RIV12-MSM-43110___
rdf:type
skos:Concept n6:Vysledek
dcterms:description
The paper aims to show possible approaches towards managing the quality of services in tourism. With respect to the character of services it is necessary to pay regard to their specifications, such as especially their intangibility, perishability and heterogeneity. So it is rather difficult to measure the quality of a service, but it can be successfully evaluated according to the satisfaction of a customer. The example of a possible utilization of the ECSI model (ECSI: European Customer Satisfaction Index) concerning the analysis of customer satisfaction for the area of tourism is a part of this paper. In the phase of applying and verifying the suggested modification of the ECSI model the technique of electronic questioning have been used. The total satisfaction index measured by the ECSI method reached 54% for Czech Railways/České Dráhy, 79% for Student Agency and 72% for Tourbus. The results of the customer satisfaction analysis by the ECSI method can simplify decision-making not only from the position of a manager or a businessperson but they can also simplify the process of decision-making for a customer when selecting a destination, a firm, or possibly when purchasing a service or a product. The paper aims to show possible approaches towards managing the quality of services in tourism. With respect to the character of services it is necessary to pay regard to their specifications, such as especially their intangibility, perishability and heterogeneity. So it is rather difficult to measure the quality of a service, but it can be successfully evaluated according to the satisfaction of a customer. The example of a possible utilization of the ECSI model (ECSI: European Customer Satisfaction Index) concerning the analysis of customer satisfaction for the area of tourism is a part of this paper. In the phase of applying and verifying the suggested modification of the ECSI model the technique of electronic questioning have been used. The total satisfaction index measured by the ECSI method reached 54% for Czech Railways/České Dráhy, 79% for Student Agency and 72% for Tourbus. The results of the customer satisfaction analysis by the ECSI method can simplify decision-making not only from the position of a manager or a businessperson but they can also simplify the process of decision-making for a customer when selecting a destination, a firm, or possibly when purchasing a service or a product.
dcterms:title
Marketing Tools of Quality Management in Tourism Services Marketing Tools of Quality Management in Tourism Services
skos:prefLabel
Marketing Tools of Quality Management in Tourism Services Marketing Tools of Quality Management in Tourism Services
skos:notation
RIV/62156489:43110/11:00173951!RIV12-MSM-43110___
n6:predkladatel
n7:orjk%3A43110
n3:aktivita
n17:Z
n3:aktivity
Z(MSM6215648904)
n3:cisloPeriodika
2
n3:dodaniDat
n14:2012
n3:domaciTvurceVysledku
n4:1713094
n3:druhVysledku
n18:J
n3:duvernostUdaju
n15:S
n3:entitaPredkladatele
n19:predkladatel
n3:idSjednocenehoVysledku
210715
n3:idVysledku
RIV/62156489:43110/11:00173951
n3:jazykVysledku
n9:eng
n3:klicovaSlova
ECSI; tourism; quality management; customer satisfaction
n3:klicoveSlovo
n8:quality%20management n8:customer%20satisfaction n8:ECSI n8:tourism
n3:kodStatuVydavatele
CZ - Česká republika
n3:kontrolniKodProRIV
[7C74CFF8598D]
n3:nazevZdroje
Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
n3:obor
n16:AE
n3:pocetDomacichTvurcuVysledku
1
n3:pocetTvurcuVysledku
1
n3:rokUplatneniVysledku
n14:2011
n3:svazekPeriodika
LIX
n3:tvurceVysledku
Ryglová, Kateřina
n3:zamer
n5:MSM6215648904
s:issn
1211-8516
s:numberOfPages
10
n13:organizacniJednotka
43110