| Sažetak | Tema završnog rada je kvaliteta usluge kao ključnog čimbenika u hotelijerskom sektoru u Republici Hrvatskoj. Od najranijeg doba ljudi su vodili brigu o kvaliteti.
Primjerice kako bi se izgradile građevine koje potječu još od najstarijeg doba stari Grci, Rimljani, Egipćani i ostali morali su do savršenstva iz projektirati građevine. Radna snaga, izbor materijala koji će se koristiti i sami zakoni su bili pod kontrolom te je velika pažnja bila usmjerena na upravljanje kvalitetom u to doba. Najveći problem manjka kvalitete današnjeg doba je industrijalizacija i masovna proizvodnja. Bez obzira što se ne može drugačije jer je previše ljudi zbog takvih stvari kvaliteta sve više i više opada. Čovjek više sam ne može kontrolirati sve ono što je proizvedeno jer se radi u velikim pogonima sa velikom količinom zaposlenih. Prije u starije doba pojedinac je radio cijeli proces, od traženja materijala, do izrade, same prodaje, a na kraju i popravka kada je za to došlo vrijeme. Pojedinac je sam mogao sve kontrolirati. Do tog problema dolazimo u hotelijerstvu. Većina velikih poznatih hotela posluje u velikim hotelskim lancima stoga više ti hoteli nisu po par soba, nego po par stotina soba. Isto tako nema nekolicina zaposlenih, nego je to masovno zapošljavanje pogotovo u sezonama. Zbog takvih stvari i prevelikih kapaciteta često se pojavljuje nekvalificirano osoblje jer je ljudima to samo način zarade, a oni koji su kvalificirani često su izvan domovine ili u sezoni rade, ali ih je premalo s obzirom na količinu turista.
U ovom završnom radu pokušati ćemo saznati koliko je kvaliteta usluge bitna turistima. Nama samima je izuzetno bitna, ali koliko zapravo ljudi vode brigu o kvaliteti i koliko na temelju toga izabiru hotele. Također reći ćemo nešto o samo kvaliteti, njenom nastanku, podijeli i ostalom. Kroz ovaj rad doći ćemo i do toga koji su to sustavi upravljanja kvalitetom te napraviti istraživanje koliko je kvaliteta bitna u odnosu na sve drugo. |
| Sažetak (engleski) | The topic of the final paper is service quality as a key factor in the hotel sector in the Republic of Croatia. From the earliest times, people have taken care of quality.
For example, in order to build buildings that date back to ancient times, the ancient Greeks, Romans, Egyptians and others had to design buildings to perfection. The workforce, the choice of materials to be used and the laws themselves were under control, and great attention was focused on quality management at that time. The biggest problem of lack of quality in today's era is industrialization and mass production. No matter what can't be done otherwise, because too many people are suffering from such things, the quality is decreasing more and more. Man alone can no longer control everything that is produced because it is done in large plants with a large number of employees. Before, in the old age, an individual did the whole process, from searching for materials, to making, selling, and finally repairing when the time came. The individual could control everything himself. We come to this problem in the hotel industry. Most of the big well-known hotels operate in large hotel chains, so these hotels are no longer a couple of rooms, but a couple of hundred rooms. Likewise, there are not a few employees, but mass employment, especially in the seasons. Due to such things and excessive capacity, unqualified staff often appear because it is just a way for people to make money, and those who are qualified are often outside their homeland or work during the season, but there are too few of them considering the number of tourists.
In this final paper, we will find out how important is the quality of service to tourists. It is important for us, but how much people actually care about quality and how much they choose hotels based on that. We will also say something about quality itself, its origin, share and the rest Through this work, we will also find out what quality management systems are and do research on how important quality is compared to everything else. |
