Upravljanje kvalitetom usluga u hotelskoj industriji

master's thesis

• Title (english): Service quality management in hotel industry
• Author: Maja Pavlović
• Mentor: Tomislav Baković (mentor)
• Committee member: Tonći Lazibat (predsjednik povjerenstva)
• Committee member: Ines Dužević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2015-09-29, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

U današnjem sustavu tržišnog gospodarstva usluge imaju veoma važnu ulogu te je gotovo nemoguće pronaći poduzeće čija ponuda ne sadrži neki oblik usluge. Jedan od glavnih izazova na globalnom tržištu je stvaranje I pružanje kvalitetnih proizvoda I usluga. Važnost upravljanja kvalitetom prepoznata je od strane svih uspješnih organizacija, proizvodnih i uslužnih koje djeluju na globalnom konkurentnom tržištu. Upravljanje kvalitetom uključuje neprekidno usavršavanje svih poslovnih procesa, smanjenje nedostataka a sve u cilju poboljšanja poslovanja. Kvaliteta usluge prvenstveno se mjeri istraživanjem zadovoljstva korisnika te su ona osnova upravljanja hotelskim poslovanjem.

Abstract (english)

In today's market economy services have a very important role and it is almost impossible to find a company whose offer does not include some type of service. One of the main challenges in the global market is creating and providing quality products and services. The importance of quality management has been recognized by all successful organizations, manufacturing and service operating in the global competitive market. Quality management involves continuous improvement of all business processes, reducing defects with the aim of improving business. Quality of service is primarily measured by the customer satisfaction surveys and it is a basis of managing in hotel industry.

• Keywords: kvaliteta; usluge; upravljanje kvalitetom; hotelska industrija; poslovna izvrsnost
• Keywords (english): quality; services; quality management; hotel industry; business excellence
• Language: croatian
• URN:NBN: urn:nbn:hr:148:878432
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2016-11-03 08:11:45