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master's thesis
ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL
Završni rad
2019. urn:nbn:hr:124:704221
Medić, Mija
University of Split
Faculty of economics Split

Cite this document

Medić, M. (2019). ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad (Master's thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:704221

Medić, Mija. "ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad." Master's thesis, University of Split, Faculty of economics Split, 2019. https://urn.nsk.hr/urn:nbn:hr:124:704221

Medić, Mija. "ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad." Master's thesis, University of Split, Faculty of economics Split, 2019. https://urn.nsk.hr/urn:nbn:hr:124:704221

Medić, M. (2019). 'ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad', Master's thesis, University of Split, Faculty of economics Split, accessed 14 May 2024, https://urn.nsk.hr/urn:nbn:hr:124:704221

Medić M. ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad [Master's thesis]. Split: University of Split, Faculty of economics Split; 2019 [cited 2024 May 14] Available at: https://urn.nsk.hr/urn:nbn:hr:124:704221

M. Medić, "ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad", Master's thesis, University of Split, Faculty of economics Split, Split, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:124:704221

Metadata
TitleISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad
AuthorMija Medić
MentorDragana Grubišić (mentor)
MBZ: 056546
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2019-09, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Ovaj rad pruža uvid u pojam kvalitete, prirodu usluge zajedno s njenim karakteristikama. Također u radu se može vidjeti zadovoljstvo kako zaposlenika tako i gostiju u turističkom sektoru. Od prošlosti pa do danas pojam kvalitete se znatno promijenio. Danas kvalitetu određuje sam korisnik usluge. Mjerenjem zadovoljstva korisnika pruženom uslugom poduzeća ili pojedinci dobivaju točne podatke o kvaliteti vlastite usluge, a na temelju toga poduzeća mogu poduzeti efikasne akcije za poboljšanje i unaprjeđivanje kvalitete svojih proizvoda i usluga. Za potrebe ovog istraživanja prikupljeni su podaci putem anketnog upitnika o stavovima zaposlenika i gostiju hotela Vestibul o kvaliteti očekivane i ostvarene usluge. Ispitivanje je obuhvatilo ukupno 32 ispitanika (17 zaposlenika i 15 gostiju). Cilj rada je bio utvrditi razlikuju li se očekivano i postignuto zadovoljstvo korisnika i zaposlenika dobivenom hotelskom uslugom. Dobivenim rezultatima je utvrđeno da postoji razlika u očekivanom i ostvarenom zadovoljstvu korisnika i zaposlenika uslugom koju su dobili u hotelskom objektu.
Abstract (english)
This paper provides insight into the concept of quality, nature of services, together with its characteristics. Also in the work can be seen satisfaction to employees and guests in the tourism sector. From the past to the present concept of quality is significantly changed. Today quality is determined by the user service. By measuring customer satisfaction with the service provided companies or individuals receive accurate information about the quality of their services, and on this basis, companies can take effective cation for improving and upgrading the quality of their products and services. For the purposes of this study, data was collected through a questionnaire on attitudes of employees and guests of the hotel vestibule of the quality expected and actual services. The study involved a total of 32 respondents (17 employees and 15 guests). The aim of the study was to determine whether the expected and achieved customer satisfaction and employee obtained hotel service. The results: it was found that there is a difference between expected and achieved costumer and employee satisfaction with the service they have receiver in the hotel.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:704221
Study programmeTitle: Management; specializations in: Project management, Financial and Tax management, Accounting and Revision
Course: Project management
Study programme type: professional
Study level: specialist graduate
Academic / professional title: stručni/a specijalist/ specijalistica ekonomije (stručni/a specijalist/ specijalistica ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2019-10-28 11:46:30