Acta academica karviniensia 2016, 16(1):83-94 | DOI: 10.25142/aak.2016.007

TOOLS OF CUSTOMER FEEDBACK AND FREQUENCY OF USING BY THE ACCOMMODATION FACILITY IN THE CZECH REPUBLIC

Jitka Novotová
Technická univerzita v Liberci, Ekonomická fakulta, Voroněžská 13, 460 01 Liberec 1, E-mail: jitka.novotova1@tul.cz

This paper deals with problems of the customer feedback collection by accommodation facilities in the regions of Ústí nad Labem, Liberec and Hradec Králové. For these regions is typical a high density of small lodging facilities such as guesthouses and cottages, mostly located in the mountain areas. The aim of the presented research was to determine which tools of online and offline customer feedback are used by the accommodation facilities in these regions and assess the differences in implementation between accommodation types and sizes. Data was collected via electronic questionnaire survey and then statistically evaluated by test of independence. The test data sample consisted of answers collected from 356 respondents. The findings demonstrate that type of accommodation has no significant impact on the implementation of communication tools. On the other hand, we observed statistical difference for facility size over/under 29 beds and also for annual turnover over/under 1 million Czech crowns.

Keywords: accommodation, customer feedback, email, personal interviews, social sites
JEL classification: L83, M31

Received: February 29, 2016; Accepted: May 26, 2016; Published: March 30, 2016  Show citation

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Novotová J. TOOLS OF CUSTOMER FEEDBACK AND FREQUENCY OF USING BY THE ACCOMMODATION FACILITY IN THE CZECH REPUBLIC. Acta academica karviniensia. 2016;16(1):83-94. doi: 10.25142/aak.2016.007.
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