prikaz prve stranice dokumenta ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE
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master's thesis
ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE
Diplomski rad
Split: University of Split, Faculty of economics Split, 2021. urn:nbn:hr:124:173011
Miloš, Petra
University of Split
Faculty of economics Split

Cite this document

Miloš, P. (2021). ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad (Master's thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:173011

Miloš, Petra. "ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2021. https://urn.nsk.hr/urn:nbn:hr:124:173011

Miloš, Petra. "ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2021. https://urn.nsk.hr/urn:nbn:hr:124:173011

Miloš, P. (2021). 'ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad', Master's thesis, University of Split, Faculty of economics Split, accessed 25 April 2024, https://urn.nsk.hr/urn:nbn:hr:124:173011

Miloš P. ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad [Master's thesis]. Split: University of Split, Faculty of economics Split; 2021 [cited 2024 April 25] Available at: https://urn.nsk.hr/urn:nbn:hr:124:173011

P. Miloš, "ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad", Master's thesis, University of Split, Faculty of economics Split, Split, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:124:173011

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Metadata
TitleISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA ELLURE : Diplomski rad
AuthorPetra Miloš
MentorDragana Grubišić (mentor)
MBZ: 056546
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2021-02, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Industrija turizma je postala jedna od najprofitabilnijih industrija svijeta. Zadovoljstvo korisnika je prepoznato kao jedan od glavnih ciljeva koje treba zadovoljiti u hotelskoj industriji. Ovo istraživanje je fokusirano na zadovoljstvo posjetitelja uslugama hotela s 4 zvjezdice u Splitu. Upitnik korišten u ovom radu jest SERVQUAL upitnik koji se često koristi za ispitivanje zadovoljstva posjetitelja hotela. Rezultati ukazuju na glavne odrednice na koje treba obratiti pažnju gdje se javlja razlika između očekivanja i dobivene usluge u hotelu Ellure. Usluge hotela su ocjenjene ocjenom 4, što predstavlja da se ispitanici uglavnom slažu da je kvaliteta usluge zadovoljavajuća te glavna hipoteza koja tvrdi da postoji statistički značajna razlika između očekivanja posjetitelja i percepcije dobivene usluge o kvaliteti pružene usluge hotelskog smještaja hotela Ellure nije prihvaćena kao istinita. Ovakvo istraživanje je važno za uspješno upravljanje hotelom, gdje se treba obratiti pozornost na činjenicu da je potrebno neprestano raditi na poboljšanju kvalitete kako bi zadržali posjetitelje i pružili im zadovoljavajuću uslugu prilikom svakog posjeta.
Abstract (english)
Tourism industry has become one of the most profitable industries in the world. Customer satisfaction has been identified as a key performance indicator in hotel industry. This study focuses on customer satisfaction of 4-star hotel in Split. SERVQUAL model is applied in the assessment of customer satisfaction of the hotel. The data were collected by the use of questionnaire handed out to the guests of the hotel. The results point out the main factors of expectation and perception of service in Ellure hotel. Guests stated that they agree that the service they received met their expectations and the main hypothesis stating that there is statistical difference between expectations and perception in quality of provided service in hotel Ellure is not accepted. The findings of the study are important for successful hotel management, which should note that continuous work on the upgrades of service is important for gaining loyal and satisfied customers.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:173011
Study programmeTitle: Tourism and Hotel Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
RepositoryREFST
Created on2021-04-26 09:20:50