Istraživanje zadovoljstva korisnika u hotelskoj industriji

master's thesis

• Title (english): Customer satisfaction research in the hotel industry
• Author: Mara Kolak
• Mentor: Miroslav Mandić (mentor)
• Committee member: Irena Pandža Bajs (član povjerenstva)
• Committee member: Tihomir Vranešević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2023-09-26, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Zadovoljstvo korisnika u hotelskoj industriji je zadovoljstvo koje se postiže zadovoljenjem pet
najčešće analiziranih čimbenika, a radi se o opipljivim elementima, neopipljivim elementima,
očekivanom vrijednosti, imidžu marke i upravljanju odnosima s klijentima. Svaki od navedenih
elemenata smatra se vrlo bitnim u poslovanju hotela pa samim time hotelski menadžment
pridaje veliku važnost svakome od navedenih. Temeljni cilj ovog bio je istražiti jesu li korisnici
hotela na području Republike Hrvatske zadovoljni prilikom svog boravka u hotelu, odnosno
utjecaj konkretnih čimbenika koji najviše utječu na zadovoljstvo korisnika pri njihovom
boravku. Zadovoljstvo hotelskim uslugama na području Republike Hrvatske je
zadovoljavajuće, no svakako da postoje čimbenici na kojima je nužno poraditi kao što je
upravljanje odnosima s klijentima (CRM). Republika Hrvatska ima vrlo snažan imidž marke
kada su u pitanju hoteli pa je samim time njihova prepoznatljivost neupitna.

Abstract (english)

Customer satisfaction in the hotel industry is the satisfaction achieved by satisfying the five
most frequently analyzed factors, which are tangible elements, intangible elements, expected
value, brand image and customer relationship management. Each of the mentioned elements is
considered very important for the hotel business, so the hotel management attaches enormous
importance to each of the mentioned. The main goal of this was to investigate whether hotel
users in Croatia are satisfied during their stay in the hotel, that is, the influence of specific
factors that most influence user satisfaction during their stay. Satisfaction with hotel services
in the Republic of Croatia is satisfactory, but there are certainly factors that need to be worked
on, such as the management of client relations. The Republic of Croatia has a very strong brand
image when it comes to hotels, so their recognition is unquestionable.

• Keywords: zadovoljstvo korisnika; kvaliteta usluge; hotel
• Keywords (english): user satisfaction; service quality; hotel
• Language: croatian
• URN:NBN: urn:nbn:hr:148:597465
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: sveučilišni magistar ekonomije/sveučilišna magistra ekonomije (sveučilišni magistar ekonomije/sveučilišna magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2023-10-01 12:25:58