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MYSTERY SHOPPING - A TOOL FOR MEASURING THE SATISFACTION OF GUESTS IN ACCOMMODATION SERVICES
Abstract
There are many businesses in the market that try to attract customers to their services. If the services are not offered by the staff, the owners of the premises may be unnecessarily trying to increase their profits. If a business management decides to perform quality evaluation through a third, objective person, they can opt for the mystery shopping method. Mystery Shopping is a method of evaluating the process of providing a service. It is mainly about evaluating the performance of employees who are in direct contact with customers. Mystery shopping creates an image of the business in the eyes of the customer and allows you to find out his satisfaction. The aim of the study is to determine the rate of use of the method in the services of selected tourism facilities within the Banskobystrický region. Research has been determined, that the method of mystery shopping uses more accommodation as hospitality facilities, whereas in both of types tourism facilities survey regards less than half.
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