Możliwości zastosowania metody Mystery Shopping w ocenie jakości usług turystycznych. Studium przypadku – Termy w Białce Tatrzańskiej

Abstract

The aim of the study was to evaluate the usefulness of the method of Mystery Shopping (MS) in the evaluating of the quality of tourism products and services. The article pointed out the advantages and disadvantages of this method and its current application documented in the literature in the field of tourism. Research with MS frequently been used to assess the quality of hotel services, tourist information, museums and tourist attractions. The article describes the use of this method for assessing the quality of services provided by a geothermal Baths in Białka Tatrzańska. The results of the study could be helpful in improving the quality of services offered by similar objects, and in particular as regards relations between the staff – client, which will translate into greater satisfaction of guests.

Keywords

• Mystery Shopping
• tourist services
• Baths
• Białka Tatrzańska