Analysis of Teahouses in Prague

Yekaterina Zayats

Bakalářská práce

Anotace:

The aim of the bachelor’s thesis is to determine the level of customer satisfaction with service provided in five selected teahouses in Prague. To examine the nature of tea culture and overall performance of tea rooms. The reason of their popularity or failure. Based on results recommend improvement actions to enhance guest satisfaction. Primary data were collected from questionnaires, interviews with the owners and mystery shopping. Secondary data were obtained from online reviews on topic-related websites. Two research questions were made: Why do people visit teahouses; are customers satisfied with service? The results of the questionnaire research have shown that the main reasons of visiting tearooms are to meet up with friends or to relax alone. The level of contentment with service is sufficient, with a score of 7 and above, out of 10. Improvement actions are mostly required in a variety and quality of menu offer and in the modernization of interior. The results and suggestions for improvement will serve mainly to the owners of teahouses in order to maximize customers’ contentment. Additionally, the research was done on that specific topic because the culture of tea and teahouses are a part of the researcher’s culture.

Abstract:

The aim of the bachelor’s thesis is to determine the level of customer satisfaction with service provided in five selected teahouses in Prague. To examine the nature of tea culture and overall performance of tea rooms. The reason of their popularity or failure. Based on results recommend improvement actions to enhance guest satisfaction. Primary data were collected from questionnaires, interviews with the owners and mystery shopping. Secondary data were obtained from online reviews on topic-related websites. Two research questions were made: Why do people visit teahouses; are customers satisfied with service? The results of the questionnaire research have shown that the main reasons of visiting tearooms are to meet up with friends or to relax alone. The level of contentment with service is sufficient, with a score of 7 and above, out of 10. Improvement actions are mostly required in a variety and quality of menu offer and in the modernization of interior. The results and suggestions for improvement will serve mainly to the owners of teahouses in order to maximize customers’ contentment. Additionally, the research was done on that specific topic because the culture of tea and teahouses are a part of the researcher’s culture.

Keywords

analysis, guest, popularity, satisfaction, tea, teahouse, questionnaire

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 24. 4. 2019

Obhajoba závěrečné práce

• Obhajoba proběhla 3. 6. 2019
• Vedoucí: Mgr. Šárka Masárová, Ph.D.
• Oponent: Ing. Darina Svobodová

Vysoká škola hotelová v Praze

Bakalářský studijní program / obor:
Gastronomie, hotelnictví a turismus / Hospitality Management