Spokojenost turistů s pražskými Tax refund centry

This bachelor thesis analyses the area of tax refund services within the tourism industry in Prague in order to evaluate the level of tourist satisfaction. The thesis focuses on shopping tourism in the Czech Republic and service satisfaction, along with the refund process and the role of tax refund intermediaries. The thesis analyses the satisfaction of tourists with the tax refund service using the method of multi-criteria analysis and, based on the analysis, identifies potential areas for the development of refund offices. After conducting in-depth interviews and a personal questionnaire survey, satisfaction levels of chosen refund offices in Prague were evaluated. The selected offices were the Fashion Arena Prague Outlet Information Centre with a high level of satisfaction and the Vaclav Havel Airport in Prague, Terminal 1 with a lower level of satisfaction. The thesis findings provide useful insights for the tourism industry in the Czech Republic and for businesses operating in the area of tax refunds. Based on the recommendations arising from the analysis, tax refund businesses can enhance their services and contribute to improving the overall tourist satisfaction in the Czech Republic. The bachelor thesis suggests the need for further research in this area to deepen the understanding of satisfaction with the tax refund service and to increase overall satisfaction with services in Prague.