Spokojenost klientů s nabídkou zájezdů CK Fischer

This bachelor’s thesis analyzes customer satisfaction with the services offered by the Travel agency FISCHER, a. s. The thesis is divided into three chapters. The first chapter defines the key terms used by the thesis and necessary to the understanding of the issues discussed. Each term is approached from multiple points of view based on the authors of the source materials. The second chapter briefly summarizes the history of FISCHER and describes its standing on the Czech market as well as its portfolio of products, including through a comparison to its greatest competitor CK ČEDOK. The last chapter describes and analyzes the surveys. The goal of the surveys was to determine how the services offered by FISCHER are viewed by both its existing customers and the public. The first survey targeted the public, and the second targeted FISCHER’s existing customers directly. The analysis revealed that both existing and potential customers of FISCHER are very satisfied with the services offered, despite certain reservations with regard to its representatives and English speaking tour guides provided on trips within a destination. Assuming that the trends in the tourism industry remain unchanged for the foreseeable future, the results also suggest that FISCHER’s position on the Czech market can be considered stable.