Analysis of customer satisfaction in particular accommodation facility

This thesis is devoted to analyzing the current level and historical development of customer satisfaction level in a hotel. The aim of such is to figure out, to what extent customers are content with accommodation and supportive services provided by the hotel, analyze in details the feedback provided by guests, discover the problematic areas and provide solutions to improve those. As a part of the thesis current approach to customer satisfaction measurement will be presented and recommendations will be made on how to modify it to reach more accurate and useful overview of the issue