Istraživanje zadovoljstva poslovnih gostiju hotelskim uslugama

master's thesis

• Title (english): Research of business guest satisfaction with hotel services
• Author: Shelly Vranić
• Mentor: Miroslav Mandić (mentor)
• Committee member: Irena Pandža Bajs (predsjednik povjerenstva)
• Committee member: Tihomir Vranešević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2022-09-26, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Svrha diplomskog rada je pojasniti i istražiti kompleksnost i korisnost zadovoljstva poslovnih gostiju u hotelskoj industriji Republike Hrvatske. Svakodnevno se mnoga hotelska poduzeća susreću s neočekivanim, dinamičnim i dubokim razvojem događaja na međunarodnom tržištu. Gosti žele kompletnu uslugu i dobru vrijednost. Postojeći hoteli moraju ulagati u poboljšanje kvalitete kako bi zadovoljili potrebe i očekivanja svojih korisnika. Povećanjem broja hotelskih usluga i ukupnim povećanjem konkurencije na tom području, bitno je fokusirati se na potrebe i želje poslovnih gostiju kako bi ih se zadržalo i kako bi usluga sama po sebi mogla napredovati. Poslovni gosti su bitna skupina gostiju koji zahtijevaju određene uvjete u smještajnom objektu te se ti uvjeti moraju pojasniti kako bi se hotelijerstvo prilagodilo i poboljšalo čemu je i služilo provedeno istraživanje.
U istraživačkom djelu koje se provodilo na sveukupno 102 ispitanika u periodu od lipnja do rujna 2022. godine bio je zadatak definirati razinu zadovoljstva poslovnih gostiju hotelskim uslugama koje se trenutno nude. Kao instrument istraživanja koristio se anketni upitnik distribuiran u fizičkom obliku prilikom odjave gosta na recepciji, a uzorak je bio namjerni prigodni. Rezultati jasno prikazuju i potvrđuju rezultate prethodnih istraživanja iz ovog područja gdje se navodi da su poslovni gosti uglavnom manje zadovoljni uslugama te da im se treba posvetiti više vremena i pažnje te koristiti individualan pristup. Time je moguće ostvariti bolje poslovne rezultate i omogućiti primjereniju ponudu navedenoj ciljnoj skupini.

Abstract (english)

The purpose of the thesis is to clarify and investigate the complexity and usefulness of business guest satisfaction in the hotel industry of the Republic of Croatia. Every day, many hotel companies encounter unexpected, dynamic, and profound developments in the international market. Guests want complete service and good value. Existing hotels must invest in quality improvement to meet the needs and expectations of their users. With the increase in the number of hotel services and the overall increase in competition in that area, it is essential to focus on the needs and wishes of business guests to retain them so that the service itself can progress. Business guests are an important group of guests who require certain conditions in the accommodation facility, and these conditions must be clarified for the hotel industry to adapt and improve, which is what the research was for.
In the research work, which was conducted on a total of 102 respondents in the period from June to September 2022, the task was to define the level of satisfaction of business guests with the hotel services that are currently offered. As a research instrument, a survey questionnaire distributed in physical form was used at the check-out at the reception, and the sample deliberate. The results clearly show and confirm past research, which states that business guests are generally less satisfied with services and that they should be given more time and attention and use an individual approach. In this way, it is possible to achieve better business results and enable a more adequate offer to the specified target group.

• Keywords: zadovoljstvo; poslovni gosti; hotelske usluge
• Keywords (english): satisfaction; business guests; hotel services
• Language: croatian
• URN:NBN: urn:nbn:hr:148:498847
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2022-09-27 08:54:40