Komparácia kvality služieb v reštauráciách Potrefená husa na území hlavného mesta Prahy

Bc. Veronika Malcovská

Diplomová práce

Comparison of Quality of Services in the Potrefená husa Restaurants in the City of Prague

Abstract:

The diploma thesis deals with the comparison of the quality of services in the restaurants Potrefená husa in the capital city of Prague. The aim of this work is to compare the services provided and to find out their level at Potrefená husa in Prague using the Mystery Shopping research method. The work is divided into three parts. The diploma thesis deals with the comparison of the quality of services in the restaurants Potrefená husa in the capital city of Prague. The aim of this work is to compare the services provided and to find out their level at Potrefená husa in Prague using the Mystery Shopping research method. The work is divided into three parts The diploma thesis deals with the comparison of the quality of services in the restaurants Potrefená husa in the capital city of Prague. The aim of this work is to compare the services provided and to find out their level at Potrefená husa in Prague using the Mystery Shopping research method. The work is divided into three parts. The theoretical and methodological part deals with gastronomy, catering and quality in catering services. Mystery shopping was chosen as the method of data collection. The analytical part is a characteristic of the concept Potrefená husa and individual phases of Mystery shopping. Based on the obtained and processed information, I was able to evaluate the hypothesis regarding the skills and abilities of the serving staff at the Potrefená husa Restaurant.

Abstract:

Diplomová práca sa zaoberá komparáciou kvality služieb v Reštauráciách Potrefená husa na území hlavného mesta Prahy. Cieľom tejto práce je porovnať poskytované služby a zistiť ich úroveň v Reštauráciách Potrefená husa v Prahe s využitím výskumnej metódy Mystery Shoppingu. Práca je rozdelená na tri časti. Teoreticko - metodologická časť sa venuje gastronómií, stravovacím službám a kvalite v stravovacích službách. Za metódu zberu dát bol zvolený Mystery shopping. Analytickú časť tvorí charakteristika konceptu Potrefená husa a jednotlivé fázy Mystery shoppingu. Na základe získaných a spracovaných informácií som mohla vyhodnotiť hypotézu, ktorá sa týkala schopností a zručností obsluhujúceho personálu v Reštauráciách Potrefená husa.

Klíčová slova

gastronómia, kvalita služieb, mystery shopping, mystery shopper, stravovacie služby catering services, gastronomy, quality of services

Jazyk práce: slovenština

Datum vytvoření / odevzdání či podání práce: 2. 5. 2018

Obhajoba závěrečné práce

• Obhajoba proběhla 12. 6. 2018
• Vedoucí: Ing. Petr Studnička, PhD.
• Oponent: Ing. Blanka Zimáková

Vysoká škola hotelová v Praze

Magisterský studijní program / obor:
Gastronomie, hotelnictví a turismus / Management hotelnictví a lázeňství