Identyfikacja jakości świadczenia usług w gospodarce turystycznej na terenie miasta szczecin metodą Mystery Shopping
The identification of service quality in the tourism economy in szczecin city by the mystery Shopping Method

Summary/Abstract: The purpose of this article is to evaluate services offered by the service institutions located in Szczecin city, with particular emphasis on tourist enterprises, banks and mobile stores. The research study was carried out by the Mystery Shopping method. The elements taken into account included the location and availability of service institutions, the effecti-veness of the promotion, the exterior and interior decoration design of the place, the number of employees and their outfits, quality service and the overall evaluation of a service company. Various factors have been compared taking into account the differences in the functioning of service institutions in Szczecin. The findings have largely emphasized the importance of customer service and the staff attitude in the service industry. The scope of the study describes the significance of the Mystery Shopping method and determines its effectiveness.

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