Zadovoljstvo turista kvalitetom hotelske usluge. Studija slučaja - obiteljski hotel na Makarskoj rivijeri

master's thesis

• Title (english): Tourist satisfaction with the quality of the hotel service. Case study - family hotel on Makarska riviera
• Author: Ivana Divić
• Mentor: Marija Jurčević (mentor); MBZ: 332940
• Committee member: Josip Mikulić (predsjednik povjerenstva)
• Committee member: Antonio Vlahov (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Tourism); Zagreb
• Defense date and country: 2019-11-11, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Brojna poduzeća u hotelskoj industriji svakodnevno se susreću s neočekivanim, dinamičnim i temeljitim promjenama na međunarodnom tržištu. Turisti očekuju potpunu uslugu te dobar omjer cijene i kvalitete. Postojeći hoteli, kako bi opstali, moraju ulagati u poboljšanje kvalitete kako bi ispunili zahtjeve i očekivanja krajnjih korisnika. Pružanje kvalitetne usluge jedan je od glavnih izazova s kojima će se susresti hotelski menadžment u nadolazećem razdoblju te ujedno i jedan od najvažnijih čimbenika za postizanje održive konkurentske prednosti na globalnom tržištu. Stoga će kvalitetna usluga, te valjan monitoring iste, hotelima omogućiti kreiranje diferenciranoga turističkoga proizvoda kao i generiranje pozitivnih ekonomskih učinaka, lojalnih odnosa s korisnicima te dugoročno i stabilno poslovanje. Kvaliteta predstavlja subjektivnu kategoriju determiniranu od strane krajnjeg korisnika, stoga poslovanje i odluke menadžmenta moraju biti usmjerene k zadovoljavanju potreba i želja korisnika turističkoga proizvoda. S ciljem poboljšanja kvalitete hotelske usluge i zadovoljstva krajnjeg korisnika, vlasnici hotela ili voditelj poslovanja nailaze na probleme prilikom odabira metode i načina mjerenja istoga. Prvenstveno zbog nedovoljnog poznavanja načina na koji hotelski gost ocjenjuje nešto kvalitetnim te zbog nedostatka pravovaljanih instrumenta za ocjenu očekivanja i percepcije hotelskih gostiju. Ukoliko postoje razlike u pogledima onih na strani ponude i onih na strani potražnje, dolazi do jaza u kvaliteti usluga. U ovom se radu daje naglasak na prikaz SERVQUAL modela kao najčešće korištenog modela te referentnog okvira za mjerenje kvalitete hotelskih usluga. Primjenom istog u radu će se istraživati zadovoljstvo turista kvalitetom hotelske usluge u hotelu Ivando, Drvenik.

Abstract (english)

Many companies in the hotel industry face unexpected, dynamic and profound changes in the international market on a daily basis. Tourists expect full service and a good value for money. Existing hotels, in order to succeed, must invest in quality improvement to meet the demands and expectations of end users. Providing quality service is one of the major challenges that hotel management faces in the coming period and also one of the most important factors for achieving sustainable competitive advantage in the global market. Therefore, quality service and proper monitoring will enable hotels to create a differentiated tourism product, as well as generate positive economic effects, loyal customer relationships and long-term and stable operations. Quality is a subjective category determined by the end user, therefore business and management decisions must be geared towards meeting the needs and desires of the users of the tourism product. In order to improve the quality of the hotel service and the satisfaction of the end user, the hotel owners or business managers encounter problems in choosing the method and method of measuring it. Primarily due to insufficient knowledge of how a hotel guest rates quality and lack of valid instruments to assess the expectations and perception of hotel guests. If there are differences in views of those on the supply side and those on the demand side, there is a gap in the quality of services. This paper emphasizes the presentation of the SERVQUAL model as the most commonly used model and a reference framework for measuring the quality of hotel services. The application of this paper will investigate tourists' satisfaction with the quality of hotel service in the Hotel Ivando, Drvenik.

• Keywords: kvaliteta usluge; SERVQUAL model; turizam; hotel; Hrvatska
• Keywords (english): services quality; hotel industry; tourism; total quality management; Croatia
• Language: croatian
• URN:NBN: urn:nbn:hr:148:624521
• 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: 2019-11-19 13:39:38