Kvalita služeb Turistického informačního centra Třešť

Abstract

Křížová, I., Quality of services of Tourist information centre in Třešť Bachelor the-sis. Brno: Mendel University, 2019. The Bachelor thesis deals with quality of services of Tourist information centre in town Třešť in area of Jihlavsko. The aim of thesis is evaluating the currently range and quality of services of this centre. The purpose of thesis is making suggestions for improvement services of this tourist information centre based on gained data. The thesis brings short literary overview related to the theme. In the practical part there are used methods like SERVQUAL, questionnaire, mystery shopping and mystery calling or complete SWOT analysis. In the evaluating the currently condition of TIC Třešť, in the most significant shortcomings were included bad directional sign to TIC, non-existing internal quality management system and no option of card payment. On the other side, the city’s promotional materials have a really good quality and their offer is wide. The approach of employee to their customers and their behaviour were evaluated very positively and very well. TIC Třešť achieves very good and stable results in long-term in Mystery shopping by CzechTourism (mystery as part of the certification by A.T.I.C. Czech Republic). It was recommended to TIC Třešť to extand the offer of own events for other turist segments, also to expand and relocate bicycle stands. TIC should also deepen its co-operation with other organization in destination management and establish co-operation with other destinations in the region. The implementation of the in-ternal quality management system will lead to a continuous improvement of this quality of services and to the quality control. Another recommendation is to implement the card payment, which applies at least to the event tickets