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Dissertations / Theses on the topic 'Hodnocení kvality služeb'
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1
Kosová, Michaela. "Hodnocení kvality gastronomických služeb." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-12359.
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The thesis is focused on gastronomic services quality evaluation. The theoretical section characterizes gastronomy, its particularities and gives an overview of legal regulations covering this area. Furthermore, it explains the concept of quality, outlines the basic quality management systems, specifies the particularities of quality in gastronomic services and elucidates possible attitudes towards gastronomic services quality evaluation and recognition. The analytical section presents an analysis of the situation in the field of gastronomic services quality evaluation in Germany and in the Czech Republic and is focused on gastronomic guides, internet evaluation portals and restaurant databases. It also mentions the approach to the unified classification or quality standardization in this branch and introduces a short comparison of selected statistical indicators. The final part of the thesis proposes own simple system of catering establishment standardization and quality certification in the Czech Republic.
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Vlásková, Nikola. "Hodnocení kvality sportovních a tělovýchovných služeb." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-198443.
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The subjective of this thesis is to evaluate the quality of sport services in women's volleyball clubs Madeta České Budějovice and german Allgäu Team Sonthofen using SERVQUAL questionnaire. In the theoretical part of the thesis is presented theoretical insights regarding the services, quality of services, services in the field of sport and there is also part focused on methods of measuring customer satisfaction. In the practical part of the thesis are presented results of the questionnaire-based research and design specific measures for improvement in services of volleyball clubs.
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Skryja, Tomáš. "Hodnocení kvality sportovních a tělovýchovných služeb." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-264504.
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This Master thesis deals with comparing the quality of the sport services in two male football clubs SK Buwol Metal Luka nad Jihlavou and SV Lausitz Forst. The research is performed both through the method of questionnaire the method known as SERVQUAL. The theoretical part deals with defining the concept of service itself; moreover it describes the service in sport in general and also the quality of service in sport. Furthermore, it includes methods for measuring the service quality. In the practical part, the results of questionnaires are analyzed, evaluated and interpreted. In addition, this part also includes suggested measures for improving the service quality of the examined football clubs.
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Gerstmanová, Anna. "Hodnocení kvality, rozsahu a prodeje služeb hotelového řetězce." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-4828.
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The biggest hotel chain Orea Hotels rating services and its possition related to the tourism in the Czech Republic. Rating of the present quality, range and the sale of the offered product with the aim to recommend possible improvements.
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Tůmová, Daniela. "Hodnocení efektivnosti poskytování sociálních služeb." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-197462.
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The aim of this diploma thesis is to describe the methods for assessing the effectiveness of social services. I use the example of the organization Cesta domů o. s. applying the multicriteria method created by South Moravian Region for assessing the effectiveness of registered social services provided in its region. At the beginning I explain what social service is, its history and the types of social services, then the financial sources that can be used. Subsequently the methods that are suitable for assessing the effectiveness of social services. For my analysis I use the example of the organization Cesta domů o. s. , describing the organization itself and the social services it provides, the organization provides respite care and professional social consulting, following that there is an analysis of the effectiveness of the two provided social services. In closing I present the results of my analysis.
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Ermolina, Eva. "Návrh marketingové strategie." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2021. http://www.nusl.cz/ntk/nusl-442980.
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The master´s thesis deals with the marketing strategy proposal of travel agency SunTA. The theoretical part of the thesis provides an overview of the current concept of corporate strategic management, strategic marketing management, marketing strategy and service quality. The analytical part of the thesis focuses on performing the marketing situation analysis of SunTA and the questionnaire survey to evaluate its service quality. The proposal part of the thesis includes the marketing strategy proposal based on the results of the marketing situation analysis and the evaluation of service quality.
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Kolesniková, Radka. "Hodnocení kvality české gastronomie v Praze." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-75240.
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The graduation thesis deals the quality of Czech gastronomy in Prague. The goal of the thesis is to evaluate the contemporary quality of services provided in the Czech restaurants located in Prague from the view of tourists. Therefore, the main part of the thesis is the realized primary research among foreign participants of tourism. The detection of opinions about quality of Czech gastronomy, recovery of many faults and subsequent proposal of measure to improve the quality of Czech gastronomy in Prague results from this research. In the thesis, there is not only this practical part but also the theoretical part, namely description of the concept of quality globally and in the area of gastronomy, the methods of evaluation of quality and existing systems of quality direction with the possibility of certification. The contemporary realized projects for promotion of Czech gastronomy are also described in the thesis.
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Vajsar, Pavel. "Směrovací protokol pro sítě MANET zohledňující požadavky na kvalitu služeb." Doctoral thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2014. http://www.nusl.cz/ntk/nusl-233650.
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The web and mobile web traffic is growing rapidly due to service accessibility in densely populated areas and massive usage of smart hand held devices (smartphones, pads and Internet dongles). This is a challenge for mobile operators and service providers, because it forces systematically increasing network throughput capacity and in parallel to keep this investment on profitable basis. On the other side, the user satisfaction with mobile broadband service should be considered as well, in order to balance the user expectations and mobile operator investments. Our work provides extensive QoE study for different conditions in sense of mobile web service, web content, network conditions and end user device. Finally, the obtained results create basis for more dimensional overview of mobile web QoE and allow to recognize quality and saturation thresholds based on network parameters. Further, obtained data provide base for design three prediction models for prediction of MOS (one for notebook, one for mobile device) and acceptability.
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Chalupová, Ivana. "Vliv inovací na hotelové klíčové ukazatele." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-203900.
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This thesis deals with the impact of innovations integrated from the new company position of Quality Control Manager on key hotel indicators - guest evaluations, occupancy rate and average price. First part of the thesis is dedicated to the introduction to the quality in tourism, its measurement and management systems. Next part deals with AVE Hotels hotel chain and its quality management system. Following chapter is dedicated to Aida Hotel and innovations suggested from the new position of Quality Control Manager. The key part of the thesis compares Hotel Aida with the Oficial Classification of Accommodation Facilities before and after innovations integrated by Quality Control Manager and deals with impact of aplied changes on guest reviews, occupancy rate and average price. Final part of the theses contains conclusion, recommendations of the author and comments. The aim of the thesis is to analyze and consider the depth of the contribution of changes of Quality Control Manager on mentioned indicators. For this purpose, the thesis analyses and compares data about guest reviews, occupancy rate and average price before and after integration of the innovations of Quality Control Manager. The thesis can be used to consider the return of investment in quality improvement and in introduction of quality management and control system.
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Zejdová, Kateřina. "Hodnocení kvality ubytovacích služeb." Master's thesis, 2015. http://www.nusl.cz/ntk/nusl-190005.
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The aim of diploma thesis is evaluation of quality of accommodation services, comparison evaluating methods and suggesting optimum evaluating model. The quality of accommodation services is assessed by hotel guests. They evaluated expectations and satisfaction with provided services. For evaluation of quality are used three methods: SERVQUAL, SERVPERF and IPA. For SERVQUAL and SERVPERF are used data from questionnaire survey. For IPA are used the both primary and secondary research.
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Nováčková, Lenka. "Hodnocení kvality služeb cestovního ruchu." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-91674.
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Profotová, Klára. "Hodnocení kvality služeb v lázeňském cestovním ruchu." Master's thesis, 2019. http://www.nusl.cz/ntk/nusl-428997.
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Profotová, K. The Evaluation of Quality of Services in Spa Tourism. Diploma thesis. Brno: Mendel University, 2019. The text describes the quality of services, satisfaction and loyalty. Spa tourism is also discussed here. Subsequently, the text focuses on quality and customers. The quality of services in Luhačovice Spa is evaluated in practical part. Furthermore, the dependence between quality factors, customer satisfaction and customer loyalty in Luhačovice Spa is examined. IPA analysis is also applied here and recommendations for spa facilities in Luhačovice are then deduced.
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Kosová, Veronika. "Analýza hodnocení environmentální kvality služeb cestovního ruchu." Master's thesis, 2006. http://www.nusl.cz/ntk/nusl-94632.
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Srpová, Marie. "Hodnocení kvality sportovních služeb pomocí Bradyho modelu." Master's thesis, 2014. http://www.nusl.cz/ntk/nusl-342691.
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Title: Measurement of Service Quality in Sport by Brady`s Model Objectives: The aim of this thesis is to analyze quality of services provision in SC Palmovka using Brady`s model. The research revealed various shortcomings of provided services to which appropriate solutions were proposed in order to help SC Palmovka increase provided services quality and customer satisfaction. Methods: The research used a multidimensional Brady`s model concerning the perceived quality of service. Individual dimensions were investigated by questionnaire survey focused on customers. The leadership team of SC Palmovka also added an estimate of the results to the research. Results: Research results are shown in the cross classification and graphs. The data obtained from research helped to identify services that should be improved according to customers. Based on the results, recommendations designed to alleviate or eliminate the drawbacks were set. This should help SC Palmovka to achieve higher quality of provided services as well as increased customer satisfaction. Key words: service quality research, perceived quality of service, multidimensional model of service quality, survey, customer satisfaction, marketing research
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Riznić, Tijana. "Hodnocení kvality služeb obchodních řetězců v České republice." Master's thesis, 2020. http://www.nusl.cz/ntk/nusl-429870.
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This diploma thesis focuses on service quality in Czech retail chains. Shopping in supermarket is a part of everyday life for all people. That is why quality of services provided in supermarkets is significant and should be given more attention. Main objective of this thesis is application of importance-performance analysis (IPA) on valuation of chosen retail chains as well as evaluation of its suitability for that purpose. After the analysis, the results were presented on the chart and recommendations were created for the management of supermarket chains in order to improve quality of their services. Findings imply that IPA can be used for valuation of service quality in supermarkets, but with due regard to its limitations and a possibility of getting distorted results. The dissertation also includes testing of influence that demographic characteristics have on customer satisfaction.
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Weiderová, Jana. "Návrh systému hodnocení kvality poskytovaných služeb nízkoprahového klubu Jahoda." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-298368.
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Diploma thesis "The quality evaluation system of the low-threshold club Jahoda services" deals with questions of evaluation and rising of social services quality, which is the primary objective for well functional organization in commercial as well as noncommercial zone. Thesis is primary applied to sphere of social services and its aim is making proposal for evaluation of services quality for concrete institution providing low-threshold social services to children from 6 to 15years old. The first part describes social services in legal social services in legal and describes low- threshold institutions for children and teenagers, representation low-threshold club Jahoda. Next targets are about possible styles of evaluation provided services quality and their fixation in standards of social services quality. The second part of thesis is practical part, which attends to the proposal of system for quality evaluation offered services in low-threshold club Jahoda. Proposal of this system is coming out from analysis of present system used in the institution and its main part is questionnaire investigation between users, employees, volunteers and trainees of NZDM Jahoda. Pilot was tested between all persons interested in and its representation is a part of the thesis to.
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Buchtová, Eliška. "Hodnocení kvality služeb fitness klubu Fit Effect|Fitness & Wellness." Master's thesis, 2016. http://www.nusl.cz/ntk/nusl-349056.
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Title: Service Quality evaluation in fitness club Fit EffectFitness Wellness Objectives: The main goal of this thesis is to do a marketing research of service quality in fitness club Fit EffectFitness Wellness. The research is conducted using a questionnaire survey based on Brady's model. Another objective is to verify the reliability of individual questions in the questionnaire based on the results of statistical method of factor analysis. Methods: The primary method selected for this research was questionnaire with structure based on Brady's model. Another method of direct observation was applied in the environment of fitness club Fit EffectFitness Wellness. In addition, the structured interview with open questions was held at the fitness club to obtain basic background information. The statistical method of factor analysis was used to ensure the reliability of each individual question in the questionnaire. Results: The research results are represented in graphs, tables and classification crosses. Suggestions and recommendations were made for fitness club Fit EffectFitness Wellness according to the obtained results. Keywors: sport services, customer, quality, satisfaction, factor analysis
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Prokopová, Petra. "Systém hodnocení kvality sociálních služeb v občanském a veřejném sektoru." Master's thesis, 2012. http://www.nusl.cz/ntk/nusl-306927.
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SYSTÉM HODNOCENÍ KVALITY SOCIÁLNÍCH SLUŽEB V OBČANSKÉM A VEŘEJNÉM SEKTORU Abstrakt Cílem diplomové práce je zjištění, jak probíhá hodnocení kvality sociálních služeb v občanském sektoru a veřejné správě, a objasnění průběhu zavádění těchto systémů hodnocení do praxe. V první části práce vymezuji teoretická východiska pro správné pochopení základních pojmů, následná analytická část je postavena na základě srovnávací analýzy mezi vybranými organizacemi občanského sektoru a vybranými úřady veřejné správy, jenž jsou poskytovateli sociálních služeb. Diplomová práce přináší zajímavý pohled na odlišný přístup k dané problematice ze strany pracovníků organizací občanského sektoru a pracovníků úřadů veřejné správy. Bc. Petra Prokopová
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Špidlenová, Kateřina. "Participace uživatelů na hodnocení kvality služeb ve vybrané neziskové organizaci." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-312907.
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This dissertation is putting brain to problematics of user's participation, especially to practical use of its principles in the context of social services quality, how it is defined by the new social services act from the zdar 2006. The purpose of this dissertation is to explore in detail possibilities of participation's application within the course of evaluation and raising the duality from the user's point of view. The practice aim is also to give concrete recomandation for creation of users participation methodology in social services evaluation. This work is concerned to mentally ill users and thein specific requirements in context of participation and feedback giving.
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Švanda, Petr. "Hodnocení kvality služeb v mládežnickém hokejbale z pohledu rodičů - minipřípravka, přípravka." Master's thesis, 2020. http://www.nusl.cz/ntk/nusl-434397.
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Title: Evaluation of the quality of services from the perspective of parents in street hockey - category mini-mite team and mite team Objectives: The main goal of this thesis is to evaluate the level of quality of services provided by extra-league street hockey clubs throughout the Czech Republic from the perspective of parents as customers in the categories of mini-mite teams and mite teams with subsequent delivery of recommendations to improve these services to increase the overall level of service and the attractiveness of the stated sport for children. Methods: The obtained data are collected based on a standardized SERVQUAL questionnaire, used to measure the quality of services provided and respondents' satisfaction. The questionnaire was distributed to 12 extra-league street hockey clubs in a form of online questionnaire through representatives of these clubs who directly send it to the parents of 357 children falling into the category of mini-mite team and mite team. Results: Based on the survey, it was possible to identify gaps within the basic five categories (according to the SERVQUAL methodology - material security, reliability, responsible approach, sense of security, empathy), where the highest gap reached belonged to the category reliability, followed by material security. The...
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Braunerová, Šárka. "Hodnocení kvality destinace Brno a okolí na základě vybraných faktorů určujících kvalitu destinace." Master's thesis, 2014. http://www.nusl.cz/ntk/nusl-176943.
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This diploma thesis deals with evaluation of the quality of destination Brno and surroundings on the principle of integrated quality management with using particular quality factors which demonstrably influence the quality of destination. Integrated quality management is achieved through quality evaluation from two perspectives, from the perspective of a visitor of destination and so called "local", which include local residents, service providers, employees of public administration and representatives of destination management. The visitors evaluate the quality of destination in the dimensions of attractiveness, services and marketing management. The so-called "local" evaluate the quality in the dimension of sustainability and cooperation. The main datasource is the evaluation of satisfaction of respondents obtained from the questionnaire survey. In the thesis are identified problem areas in the quality of destination based on the analysis of secondary data. Furthermore, is evaluated the satisfaction of respondents with particular quality factors using basic descriptive statistics. Is also assessed dependence of the overall satisfaction with destination on the particular quality factors. Based on the results are sought reasons of this development and designed the recommendation.
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Přikrylová, Michaela. "Mystery guest jako nástroj řízení kvality v podniku služeb." Master's thesis, 2017. http://www.nusl.cz/ntk/nusl-431351.
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Přikrylová, M. Mystery guest as a tool for quality management in services. Diploma thesis. Brno: Mendel University, 2017. The thesis focuses on the issue of quality management tools and techniques while marketing research called mystery guest or mystery shopping as well. The work is divided into two parts, of which the theoretical part is focused on explaining the issues in marketing services and practical part subsequently deals with the application of lessons learned and their use in quality control services, specifically in the enterprise providing wellness services
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BOLECH, Václav. "Hodnocení poskytovaných služeb v maloobchodních prodejnách." Master's thesis, 2013. http://www.nusl.cz/ntk/nusl-153617.
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This thesis is focused on evaluation of the service quality in selected retail outlets or shops. The main goal of this thesis was to evaluate the level of customer service while engaged in the transaction of selling pre-selected goods in selected retail outlets. Based on the results of this evaluation, a sub-goal of this thesis was to either validate or to disprove the given hypotheses. As an introduction I define basic terms of service quality, customer satisfaction with a service, marketing Research and mystery shopping. . After depicting the basic theoretical principles of mystery shopping, I moved on to the practical (hands-on) portion of my thesis where I evaluate retail outlets for pre-selected company. Evaluation is carried out by using mystery shopping. After conclusion of mystery shopping, the data was analyzed and synthesized, which allowed me to evaluate the results and draw appropriate conclusions, proposal and recommendation to the pre-selected company.
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Dašková, Tereza. "Hodnocení kvality služeb cestovního ruchu v turistickém regionu Vysočina se zaměřením na letní rekreaci a turistiku." Master's thesis, 2018. http://www.nusl.cz/ntk/nusl-429377.
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The diploma thesis is dealed with the significance of the quality of the campsites services and the significance of the service quality factors in the Vysočina region. The aim of this diploma thesis is to identify the quality factors, which visitors perceived as important. It is analysed, how visitors are satisfied with these factors. The thesis is also focused on the identification of quality factors influencing the loyalty of campsites visitors. There is examined the dependence of the loyalty and significance of the quality factors on the gender, age and education of the respondents. The data was obtained through the own questionnaire survey. The data was processed by statistical methods. Based on the results of the questionnaire survey, the recommendations for operators of campsites are formulated.
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Trnková, Iveta. "Hodnocení kvality života osob s mentálním postižením z pohledu jejich rodičů v závislosti na nabídce sociálních služeb v Pardubicích." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-312603.
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SUMMARY: In my diploma work deals with evaluating the quality of life of persons with intellectual disabilities by their parents. The work used quantitative educational research, specifically survey. The first section summarizes selected theoretical background on the issue of mental disability and quality of life of people with intellectual disabilities. In the second part of my thesis is described by the research, which was investigated methods, what strategies were used and research items have been collected. The results obtained are summarized in the final part. The aim of this thesis was to explore whether a range of social services in Pardubice significant indicator of quality of life of people with intellectual disabilities from the perspective of their parents. The results show that it is not.
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Tomková, Alice. "Kvalita služeb lůžkové rehabilitace z pohledu uživatelů, srovnání dvou pracovišť." Master's thesis, 2012. http://www.nusl.cz/ntk/nusl-327017.
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The main object of this diploma thesis is to compare two inpatient physiotherapy units from the patients point of view. The first part of this thesis is focused on theory connected with current economic position of individual medical facilities in the system of Czech healthcare, their image and credit. The next part defines quality of service in medicine and methods of assessment of quality, both objective and subjective. Objective methods cover the system of Medical Standards, Accreditation and Specialized Medical Assessment Systems. Subjective methods comprise both qualitative and quantitative assessment. In the practical part of this thesis the quantitative assessment questionnaires from two physiotherapy units are analyzed to identify fields for future improvement at each medical facility. Both physiotherapy units are described and structure of questionnaire is defined. The results indicate reserves in the field of communication between patient and medical professionals, quality of patients wards and degree of privacy. Sociological probe as a part of thesis reveals some key factors for patients from different social groups to be satisfied with their stay at the physiotherapy unit. KEY WORDS Quantitative Assessment, Assessment Questionnaire, Quality of Medical Care, Quality Assessment, Patient...
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Mrázková, Alena. "Vliv supervize a pracovního hodnocení na motivaci pracovníků působících v sociálních službách." Master's thesis, 2013. http://www.nusl.cz/ntk/nusl-321989.
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The thesis concentrates on influence of work evaluation and supervision on motivation of workers of low threshold clubs for children and youth. Supervision and work evaluation is perceived as an obligation for providers of social services defined in quality standards of social services. The thesis concetrates on effects of supervision and work evaluation on the motivation of workers. The opening of the thesis describes roles in the process of motivation (roles of workers and the roles of their supervisors and senior executives), along with two fundamental theories of motivation (developed by Maslow and Herzberg). In the same chapter, the risks connected with work motivation (helpers' syndrome and burn-out syndrome) within helping professions are tackled. The thesis further introduces measures, which influence motivation of workers, employees of social services, namely financial recognition and education. Attention is also paid to non-financial means of motivating employees. Two selected measures of non-financial motivation, supervision and work evaluation, are described in greater detail, specifically in terms of their foundation, function, form, procedures, purpose and impact. In the pratical part of the thesis it is verified, whether all low threshold clubs for children and youth carry out...
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Kuchaříková, Petra. "Hodnocení Nízkoprahových zařízení pro děti a mládež v Hradci Králové." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-312940.
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My diploma thesis deals with Low-threshold services for children and youth and with fulfilling of the standards for quality in social services. Firstly I analysed problems of leisure time, historical events in the development in Low-threshold services for children and youth and binding documents for social workers. These problems are also discussed in relevance to the social services law. I mentioned the principles of low-threshold, aims of these establishments, target group and the whole process of this programme. One chapter deals with the management and financing and with social workers, their qualities, competences and supervision as the aide in self-education, and beneficiaries of social services and their characteristics. What threatens these beneficiaries are socio-pathological phenomenons, the most important ones are listed and I added the prevention. I described one mentioned establishment, which employs volunteers. For the evaluation of fulfilling of standards in social services I have chosen two low-threshold services for children and youth from Hradec Králové, where I have found if the standars are fulfilled or not by means of studying of methodology, observations and interviews with workers and beneficiaries. For conclusion I suggested some improvements which could be used in these establishments.
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POSTLOVÁ, Erika. "Ochrana uživatele služeb nízkoprahového zařízení pro děti a mládež před předsudky a negativním hodnocením." Master's thesis, 2015. http://www.nusl.cz/ntk/nusl-188074.
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Thesis concerns with the point of protection of those using institutions for dangerous youth against prejudices and negative rating. The protection against prejudices and negative rating is one of the criterions of quality standards of social services in the Czech Republic but also a criterion of the quality measure rating at the same time. This criterion will be probably removed from the czech legislation, therefore the thesis focused on consequences of this change. The first chapter is applied to the protection against prejudices and negative rating from the point of view of the czech legislation. It also describes issue of prejudices and negative rating from the point of view of various scientific disciplines which corncerning with this subject. The second chapter provides a comprehensive overview of activities of institutions for dangerous youth in the Czech Republic. The third chapter reflects request for the protection of those using institutios for dangerous youth against prejudices and negative rating in those institutions. On the basis of this reflection, the point of the mentioned request is set from the point of view of ethics and legal system. Practical issues and factor, entering into this field, are took into consideration in that part too. The protection against prejudices and negative rating is ethically substantiated, but it isn't a good tool for the quality rating of the service, because on its basis, it isn't possible to judge if the service quality is fulfilled or not. The design of the request is in breach of two sections of law about social services. The protection against prejudices and negative rating is closely connected with othe documents concerning with the human rights which have to be fulfilled by the institutions for dangerous youth.It follows that if the request will be removed from the social services standards, it won't disappear completely. The protection against prejudices and negative rating would remain in the awareness of the institution staff, but it is misleading to judge service quality on the basis of the protection.
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Crhová, Jana. "Hodnocení kvality informačních center." Master's thesis, 2015. http://www.nusl.cz/ntk/nusl-190004.
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The diploma thesis deals with the essential factors, which influence the satisfaction of the customers using services of the information centres. The main goal of the thesis is to identify these factors by means of primary research. The primary research is focused on both the domestic and the foreign visitors and reveals the demands, which determine the quality of services of information centres. Furthermore, the quality of the services, which were really provided to the customers by information centres, is evaluated within the thesis. The examined information centres are located in the Středočeský region including Prague, Liberec region and Pardubice region. For the identification of the quality of the services the model SEVQUAL was used. The outcomes of the research inform about the current situation regarding the quality of the services of the information centres. Finally, the recommendations to enhance the quality of information centres are formulated on the basis of primary research results.
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Martináková, Denisa. "Hodnocení kvality vybraných středisek cestovního ruchu." Master's thesis, 2016. http://www.nusl.cz/ntk/nusl-251195.
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The thesis deals with the most important factors of service quality of selected ski centers which have an impact on customer satisfaction. The main objective is to evaluate the quality of the ski resorts of objective and subjective point of view. The prprimary research is to determine the fundamental factors of service quality. Furthermore, this work deals with an evaluation of actually provided services of selected resorts. The SERVQUAL model was used for this evaluation. The results of this work provide information about perceived service quality of the ski centres. In the conclusion there are recommendations for improving the current quality.
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Cupáková, Adéla. "Hodnocení pracovníků v sociálních službách." Master's thesis, 2012. http://www.nusl.cz/ntk/nusl-311078.
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CUPÁKOVÁ, Adéla. Evaluation of employees in social services. Praha, Faculty of Humanities, Charles University, 2012. 124pp. Master Degree Thesis. The diploma thesis is concerned with the evaluation of workers in social services. The topic is examined through the perspective of quality and human resource management. The first chapter of the theoretical part examines the concept of quality in social services. The next chapter is devoted to the quality management system implementation and the general principles of change management. The third chapter explores the theoretical concept of quality, as well as the quality standards in social services. The last chapter discusses the employee appraisal system as a part of human resource management. The practical part of the thesis opens with an introduction of the organization where the research was carried out. The company's current employee appraisal system is described. The next chapters explain the methodology of the conducted qualitative research. The techniques used for data collection include document analysis and semi-structured interviews. In total, 23 interviews with the company's workers were conducted and analyzed. The later chapters discuss the research results and recommendations concerning the employee appraisal system, which were submitted to...
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MARVANOVÁ, Eva. "Podmínky přijetí a hodnocení žadatelů na sociální službu domov pro seniory." Master's thesis, 2016. http://www.nusl.cz/ntk/nusl-252946.
Full textAbstract:
The thesis discusses the conditions of admission assessment of the applicants to a social service home for the elderly . This work compares how 35 selected services home for the elderly provided by the selection of new user requirements with respect to their procedure. The thesis explains the sub concepts such as old age, quality of life, the role of the family in relation to the elderly, social work with the elderly , social service home for the elderly , the role of social worker. The research part consists of an analysis of requests for provision of social services , their attachments and general legislative documents relating to the provision of social services and the selection of a new applicant. Work also focuses on the registration of social services . Last but not least is about ethical aspects related to the selection of a new user.
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BOUZKOVÁ, Renata. "Význam a využití fiktivních nákupů." Master's thesis, 2018. http://www.nusl.cz/ntk/nusl-376097.
Full textAbstract:
The aim of this diploma thesis is to evaluate the quality of the services provided in the selected sales unit by means of mystery shopping. The aim is to identify shortcomings and suggest possible solutions to them. The department store called PRIOR in České Budějovice was chosen for the work. A total of 24 mystery shoppings were made in October, November and December 2017.