Važnost organizacijske kulture za zadovoljstvo poslom u hotelijerstvu

master's thesis

• Title (english): Importance of organizational culture for job satisfaction in hospitality industry
• Author: Kristina Stažnik
• Mentor: Ivana Načinović Braje (mentor)
• Committee member: Danijela Ferjanić Hodak (predsjednik povjerenstva)
• Committee member: Nina Pološki Vokić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2021-09-24, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Organizacijska kultura, kao jedan od najsloženijih koncepata organizacijske teorije, među najvažnijim je čimbenicima uspješnosti organizacija u suvremenom poslovanju. Budući da je cilj svake organizacije dugotrajno i stabilno poslovanje uz održavanje prednosti među mnogobrojnim konkurentima, od iznimne je važnosti poznavanje, razvijanje i održavanje vlastite i jedinstvene organizacijske kulture. Hotelijerstvo se u Republici Hrvatskoj može smatrati jednom od najvažnijih gospodarskih grana zbog čega je vrlo bitno razmotriti trenutno stanje zadovoljstva zaposlenika u hotelijerstvu jer su upravo zaposlenici ti koji predstavljaju organizaciju i manifestiraju organizacijske vrijednosti. Zadovoljni zaposlenici koji su predani poslu, ključni su za zadovoljstvo gostiju i za pružanje izvanredne usluge koja će nadmašiti očekivanja gostiju.
Cilj ovog diplomskog rada je prikazati teorijsku podlogu te istražiti i analizirati povezanost organizacijske kulture i zadovoljstva poslom u hotelijerstvu na uzorku zaposlenika u hotelima u gradu Zagrebu. Istraživanjem se ispitao najzastupljeniji tip organizacijske kulture u hotelima. Također je utvrđena i razina zadovoljstva odnosno nezadovoljstva poslom zaposlenika u hotelijerstvu te se analizira koji su to aspekti zadovoljstva poslom kojima su zaposlenici najzadovoljniji. Ispitano je kako dob i radni staž utječu na zadovoljstvo poslom u hotelima. Osim toga, prikazano je kako se mijenja zadovoljstvo poslom s obzirom na kategoriju hotela i dominantnu vrstu organizacijske kulture.

Abstract (english)

Organizational culture as one of the most complex concepts of organizational theory is among the most important factors for the success of organizations in modern business. The goal of each organization is to have a long-term and stable business while maintaining the advantages among its many competitors, it is of the utmost importance to know, develop and maintain its own and unique organizational culture. Hospitality industry in the Republic of Croatia can be considered as one of the most important industries, which is why it is very important to review the current state of satisfaction of employees in the hospitality industry, because the employees are the ones who represent the organization and manifest organizational values. Satisfied employees who are committed to their work are crucial for the satisfaction of the guests and for providing exceptional service that exceed guests’ expectations.
The aim of this thesis is to present the theoretical framework and to investigate and analyse the relationship between organizational culture and job satisfaction in the hospitality industry on a sample of employees in hotels in the city of Zagreb. The research examined which is the most common type of organizational culture in hotels and determined the average grade of organizational culture. It also determined the level of job satisfaction or dissatisfaction of employees in the hospitality industry and analyzed which aspects of job satisfaction employees are most satisfied with. The average grade of job satisfaction was determined and it was examined how age and length of service affect satisfaction in the hospitality industry. In addition, it was shown how job satisfaction is changing regarding the category of hotel and the dominant type of organizational culture.

• Keywords: organizacijska kultura; zadovoljstvo poslom; hotelijerstvo
• Keywords (english): organizational culture; job satisfaction; hospitality industry
• Language: croatian
• URN:NBN: urn:nbn:hr:148:232146
• 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: 2021-09-27 21:18:25