Mystery Shopping - An efficient tool of quality assurance in the hospitality industry

Maria Bykova

Bachelor's thesis

Anotácia:

Mystery shopping as a tool of quality assurance increased in popularity over the last years and in the hospitality industry this practice is getting more and more used. The aim of the bachelor dissertation is to analyze Mystery Shopping method itself and find out its effectiveness in hospitality industry on practice. The first part is introduction of the theory of marketing research and Mystery Shopping method description and the second part is Mystery Shopping method applied in a particular coffee house. Throughout the study the aim of the bachelor thesis topic will be investigated by focusing on research objectives and research question. • Is Mystery Shopping an efficient tool for quality assurance in hospitality industry In addition to this, there is hypothesis to prove or disprove in this thesis. • Standards of the establishment are the main factor for Mystery Shopping to be based on. The research method used in the thesis is mystery shopping method itself, five mystery visits were made, in each of them one mystery guest participated completed a questionnaire which combines quantitative and qualitative data.

Abstract:

Mystery shopping as a tool of quality assurance increased in popularity over the last years and in the hospitality industry this practice is getting more and more used. The aim of the bachelor dissertation is to analyze Mystery Shopping method itself and find out its effectiveness in hospitality industry on practice. The first part is introduction of the theory of marketing research and Mystery Shopping method description and the second part is Mystery Shopping method applied in a particular coffee house. Throughout the study the aim of the bachelor thesis topic will be investigated by focusing on research objectives and research question. • Is Mystery Shopping an efficient tool for quality assurance in hospitality industry In addition to this, there is hypothesis to prove or disprove in this thesis. • Standards of the establishment are the main factor for Mystery Shopping to be based on. The research method used in the thesis is mystery shopping method itself, five mystery visits were made, in each of them one mystery guest participated completed a questionnaire which combines quantitative and qualitative data.

Keywords

\hospitality industry, \quality assurance, \mystery shopping, \mystery guest, \coffee house

Jazyk práce: English

Datum vytvoření / odevzdání či podání práce: 17. 5. 2017

Obhajoba závěrečné práce

• Obhajoba proběhla 6. 6. 2017
• Vedúci: doc. RNDr. Zdena Lustigová, CSc.
• Oponent: PhDr. Marek Merhaut, Ph.D.

Institute of Hospitality Management in Prague

Bachelor programme / odbor:
Gastronomy, Hotel Management and Tourism / Hospitality Management (Study in English)