Customer satisfaction in Slovak spas: Case studies of Rajecké Teplice, Piešťany and Brusno

• Main Authors: Peter Čuka, Bohuslava Gregorová
• Format: Article
• Language: English
• Published: Lodz University Press 2020-12-01
• Series: Tourism
• Subjects: rajecké teplice spa; piešťany spa; brusno spa; customer satisfaction; elements of customer satisfaction
• Online Access: https://czasopisma.uni.lodz.pl/tourism/article/view/9013

This work aims to present a customer satisfaction model using selected examples from the spa industry. Specifically, it is a presentation of the satisfaction of spa customers and visitors to the Slovak spa of Rajecké Teplice, in comparison with Piešťany and Brusno. Customer satisfaction is a multiple phenomenon which is evaluated mainly by qualitative methods. Our motivation is to draw attention to the difficulty and subjectivity of qualitative research concerning such satisfaction, especially at in-service facilities in selected Slovak spas. Customers ranked them and created a ‘top 12’, according to their importance in the subjective perception of spa environments, services, health services and attractions in terms of satisfaction. In addition, the result is a comparison of the individual satisfaction of spa customers in heterogeneous spa towns. Piešťany is the most important Slovak spa center, Trenčianske Teplice is a medium-sized spa town, and Brusno a small stagnant spa.