Acta Univ. Agric. Silvic. Mendelianae Brun. 2015, 63, 1729-1737
Published online 2015-10-29

Visitors Satisfaction Measurement in Czech Tourism

Tomáš Sadílek

Department of Retailing and Commercial Communication, Faculty of International Relations, University of Economics, Prague, nám. W. Churchilla 4, 130 67 Praha 3, Czech Republic

The paper deals with describing the method of satisfaction measurement as a one of marketing techniques used for detecting visitors’ satisfaction in tourist regions in the Czech Republic. In the treatise, we try to analyse visitors’ satisfaction with the twenty four partial factors affecting total satisfaction. In the theoretical part of the paper, there are described methodological approaches to satisfaction measurement and presented various methods for satisfaction measurement with focus on the Satisfaction Pyramid method which is also used in the field part. Other presented methods are Customer Satisfaction Index, European Customer Satisfaction Model, Importance-Satisfaction Matrix, SERVQUAL Concept and KANO Model. Data have been collected all over the Czech Republic in years 2010 and 2011 twice every year. In the field part there are presented calculations of data and described total satisfaction, Satisfaction Index and partial satisfactions as well as level of satisfaction by tourist regions and correlations between partial satisfactions and total satisfaction which refers to importance of partial factors. Most important factors affecting total satisfaction are public transport, sport equipment, shopping possibilities, children attractions, orientation signage and free time programs.


The research was supported by grant F2/94/2015 Analysis of quality labels utilization in the Czech food market and efficiency of campaigns supporting them of Faculty of International Relations, University of Economics in Prague.


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