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master's thesis
ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR
Diplomski rad
2021. urn:nbn:hr:124:142110
Budimir-Bekan, Andrea
University of Split
Faculty of economics Split

Cite this document

Budimir Bekan, A. (2021). ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad (Master's thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:142110

Budimir Bekan, Andrea. "ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2021. https://urn.nsk.hr/urn:nbn:hr:124:142110

Budimir Bekan, Andrea. "ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2021. https://urn.nsk.hr/urn:nbn:hr:124:142110

Budimir Bekan, A. (2021). 'ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad', Master's thesis, University of Split, Faculty of economics Split, accessed 15 April 2024, https://urn.nsk.hr/urn:nbn:hr:124:142110

Budimir Bekan A. ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad [Master's thesis]. Split: University of Split, Faculty of economics Split; 2021 [cited 2024 April 15] Available at: https://urn.nsk.hr/urn:nbn:hr:124:142110

A. Budimir Bekan, "ISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad", Master's thesis, University of Split, Faculty of economics Split, Split, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:124:142110

Metadata
TitleISTRAŽIVANJE KVALITETE PRUŽENIH HOTELSKIH USLUGA NA PRIMJERU HOTELA ALKAR : Diplomski rad
AuthorAndrea Budimir-Bekan
MentorDragana Grubišić (mentor)
MBZ: 056546
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2021-09, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
U radu je obrađen pojam kvalitete, pojam i značajke usluge u hotelskoj industriji, važnost zadovoljstva zaposlenika i gostiju te uloga istraživanja tržišta u suvremenom poslovanju. Kroz pregled navedenih dijelova rada nastojala se razumjeti njihova poveznica kao i opisati kako poduzeća, s naglaskom na hotelijerstvo, svakim od navedenih čimbenika utječu na jačanje svoje konkurentnosti i poslovanja u cjelini. Kvaliteta je, kao glavni fokus ovog rada, mjerena temeljem SERVQUAL upitnika kojim su se ispitivali stavovi zaposlenika i gostiju hotela Alkar kako bi se utvrdio stupanj njihovog zadovoljstva pruženim uslugama. Istraživanjem je utvrđeno da su zaposlenici ocijenili vlastito zadovoljstvo kvalitetom ostvarene pružene usluge prosječnom ocjenom 4,67 (gotovo u potpunosti se slažu da je kvaliteta usluge zadovoljavajuća), a gosti prosječnom ocjenom 4,14 (pretežno se slažu da je kvaliteta usluge zadovoljavajuća). Ipak, između očekivanog i ostvarenog zadovoljstva zaposlenika i gostiju kvalitetom usluga, utvrđeno je postojanje statistički značajnih razlika na temelju kojih su hipoteze H1 i H3 odbačene, a hipoteze H2 i H4 prihvaćene.
Abstract (english)
The paper deals with the concept of quality, the concept and features of service in the hotel industry, the importance of employee and guest satisfaction and the role of market research in modern business. Through the review of these parts of the paper, an effort was made to understand their connection and describe how companies, with an emphasis on the hotel industry, with each of these factors affect on the strengthening of their competitiveness and business as a whole. Quality, as the main focus of this paper, was measured on the basis of the SERVQUAL questionnaire which examined the attitudes of employees and guests of hotel Alkar in order to determine the degree of their satisfaction with the provided services. The research found that employees rated their own satisfaction with the quality of service provided with an average score of 4.67 (they almost completely agree that the quality of service is satisfactory), and guests with an average score of 4.14 (they mostly agree that the quality of service is satisfactory). However, between the expected and achieved satisfaction of employees and guests with the quality of services, the existence of statistically significant differences was found, based on which hypotheses H1 and H3 were rejected, and hypotheses H2 and H4 were accepted.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:142110
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 conditionsOpen access
Terms of useLicence In copyright icon
Created on2021-09-29 13:22:33