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undergraduate thesis
UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI
2021. urn:nbn:hr:228:078260
Ćorić, Zorana
University of Split
University Department of Professional Studies

Cite this document

Ćorić, Z. (2021). UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI (Undergraduate thesis). Split: University of Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:228:078260

Ćorić, Zorana. "UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI." Undergraduate thesis, University of Split, 2021. https://urn.nsk.hr/urn:nbn:hr:228:078260

Ćorić, Zorana. "UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI." Undergraduate thesis, University of Split, 2021. https://urn.nsk.hr/urn:nbn:hr:228:078260

Ćorić, Z. (2021). 'UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI', Undergraduate thesis, University of Split, accessed 25 April 2024, https://urn.nsk.hr/urn:nbn:hr:228:078260

Ćorić Z. UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI [Undergraduate thesis]. Split: University of Split; 2021 [cited 2024 April 25] Available at: https://urn.nsk.hr/urn:nbn:hr:228:078260

Z. Ćorić, "UTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI", Undergraduate thesis, University of Split, Split, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:228:078260

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Metadata
TitleUTJECAJ KVALITETE USLUGE NA ZADOVOLJSTVO GOSTIJU U HOTELSKOJ INDUSTRIJI
Title (english)IMPACT OF SERVICE QUALITY ON GUEST SATISFACTION IN THE HOTEL INDUSTRY
AuthorZorana Ćorić
MentorMijana Matošević Radić (mentor)
Committee memberAntonija Roje (član povjerenstva)
Committee memberIvona Jukić (član povjerenstva)
GranterUniversity of Split
(University Department of Professional Studies)
Split
Defense date and country2021-07-15, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Isporučiti kvalitetnu hotelsku uslugu, pratiti reakcije konzumenata na kvalitetu i ostvarivanje očekivanja gostiju temeljni su ciljevi hotelskih objekata čija je misija uspješno poslovanje i rast. Unutar ovog rada provedeno je istraživanje stavova o kvaliteti usluge u hotelskoj industriji Republike Hrvatske. Rezultati su pokazali kako su glavne konkurentske prednosti hrvatskih hotelijera brzina isporuke usluge i higijena hotelskih objekata. Znatno nižu razinu zadovoljstva ispitanici su izrazili u pogledu ljubaznosti hotelskog osoblja. Osim toga, pokazalo se kako se za veliki udio ispitanika isporučena kvaliteta ne podudara sa očekivanjima koje su imali prilikom dolaska u hotel. Svaki od ovih elemenata bitan je u izgradnji imidža i uspješnosti određenog hotelskog objekta, stoga je od iznimne važnosti da isti prate reakcije svojih gostiju i na taj način grade i prilagođavaju svoju uslugu.
Abstract (english)
Delivering quality hotel service, monitoring consumer reactions to quality and meeting the expectations of guests are the fundamental goals of hotel facilities whose mission is successful business and growth. Within this thesis, a survey of attitudes about the quality of service in the hotel industry in the Republic of Croatia was conducted. The main competitive advantages of Croatian hoteliers are the speed of service delivery and hygiene of hotel facilities. Respondents expressed a significantly lower level of satisfaction with the kindness of the hotel staff. It turned out that for a large proportion of respondents, the quality delivered did not match the expectations they had when arriving at the hotel. Each of these elements is important in building the image and success of a particular hotel facility, so it is extremely important that they follow the reactions of their guests and thus build and adapt their service.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:228:078260
Study programmeTitle: Business Trade –– professional - professional
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2021-08-25 09:26:21