| Abstract | Ovaj završni rad pod nazivom „Utjecaj ISO 9001 standarda na kvalitetu usluga u hotelijerstvu“
sastoji se od pet velikih poglavlja. Prvo poglavlje odnosi se na uvod u temu završnoga rada te
ciljeve i načine provedenog istraživanja. Drugo poglavlje detaljno objašnjava pojam
normizacije, Međunarodnu organizaciju za normizaciju (ISO) te ISO normu 9001. Treće
poglavlje se odnosi na definiranje te načine mjerenja kvalitete usluga. Četvrto poglavlje
predstavlja primarno i samostalno istraživanje autorice rada o utjecaju ISO 9001 standarda na
kvalitetu usluga u hotelijerstvu u Hrvatskoj. Kroz istraživanje se dolazi do raznih zaključaka o
poznavanju, primjeni, važnosti i raširenosti ovog standarda u hotelijerstvu. Na kraju se
teorijska cjelina i provedeno istraživanje upotpunjuju kroz zaključak cjelokupnog rada.
Norme su sveprisutne u ljudskim životima i čine pojedine gospodarske grane uređenima. Kada
ne bi postojala određena pravila i norme nastala bi sveopća neuređenost. Postojanje normi
dovelo je do povećanja globalizacije. Kada je riječ o proizvodima ili uslugama tada norme znače
postojanje nekih pravila i pružaju garanciju za kvalitetne proizvode i usluge.
ISO je međunarodna organizacija za normizaciju koja priprema, provodi i objavljuje
internacionalne norme. Jedna od najpoznatijih ISO normi je ISO 9001. Glavna svrha ove norme
je dokazivanje da je organizacija sposobna pružati kvalitetne proizvode i usluge koji su u
skladu sa određenim zahtjevima, odnosno da s takvim proizvodima može zadovoljiti želje i
potrebe kupaca. Ova je norma imala četiri revizije, a posljednja je bila 2015. godine kojom se
potpuno promijenio sadržaj.
Kako je istraživanje provedeno na hotelima u Hrvatskoj, važno je definirati i objasniti kvalitetu
usluga. Kvaliteta usluga odnosi se na razinu zadovoljstva korisnika pruženom uslugom. Ona se
ostvaruje kao razlika između korisnikova očekivanja i percepcije. Pojednostavljeno, korisnik
prije pružanja usluge ima određena očekivanja, stajališta i pretpostavke o pružanju usluge.
Nakon procesa pružanja usluge korisnik je stvorio svoju percepciju te se na temelju te razlike
mjeri kvaliteta usluge. U ovoj kategoriji vrlo je važno mjeriti zadovoljstvo korisnika pruženom
uslugom. Zadovoljstvo je subjektivna kategorija jer ovisi od pojedinca do pojedinca te je samim
time proces mjerenje kvalitete usluge vrlo otežano.
Nakon provedenog istraživanja zaključuje se kako je raširenost i primjena ISO 9001 standarda
među hotelima vrlo mala. U konačnici gosti takvim certifikatima i standardima ne pridaju na
značaju. Brojene su prednosti koje su ostvarili hoteli koji su implementirali ovakav sustav
kvalitete. U konačnici svi oni koji su proveli implementaciju ovog sustava bili su vidno na
dobitku kako u pogledu poboljšanja kvalitete i zadovoljstva gostiju tako i u pogledu bolje
tržišne pozicije. Veliki je problem ne poznavanja i needuciranosti, kako hotelskog osoblja tako
i gostiju, o pojmu, primjeni i važnosti ovog sustava kvalitete. |
| Abstract (english) | This final work entitled "The impact of the ISO 9001 standard on the quality of services in the
hotel industry" consists of five large chapters. The first chapter refers to the introduction to
the topic of the final paper and the goals and methods of the research. The second chapter
explains in detail the concept of standardization, the International Organization for
Standardization (ISO) and the ISO standard 9001. The third chapter refers to the definition and
ways of measuring the quality of services. The fourth chapter presents the author's primary
and independent research on the impact of the ISO 9001 standard on the quality of services
in the hotel industry in Croatia. The research leads to various conclusions about the
knowledge, application, importance and prevalence of this standard in the hotel industry. At
the end, the theoretical unit and the conducted research are completed through the
conclusion of the entire work.
Norms are omnipresent in human life and make certain branches of the economy orderly. If
there were no certain rules and norms, there would be general disorder. The existence of
norms has led to an increase in globalization. When it comes to products or services, norms
mean the existence of some rules and provide a guarantee for quality products and services.
ISO is an international standardization organization that prepares, implements and publishes
international standards. One of the most well-known ISO standards is ISO 9001. The main
purpose of this standard is to prove that the organization is capable of providing quality
products and services that comply with certain requirements, that is, that it can satisfy the
wishes and needs of customers with such products. This norm had four revisions, and the last
one was in 2015, which completely changed the content.
As the research was conducted at hotels in Croatia, it is important to define and explain the
quality of services. The quality of services refers to the level of user satisfaction with the
service provided. It is realized as a difference between the user's expectation and perception.
Simply put, before providing a service, the user has certain expectations, views and
assumptions about the service. After the process of providing the service, the user has created
his own perception, and based on this difference, the quality of the service is measured. In
this category, it is very important to measure user satisfaction with the service provided.
Satisfaction is a subjective category because it depends on each individual, and therefore the
process of measuring service quality is very difficult.
After the conducted research, it is concluded that the spread and application of the ISO 9001
standard among hotels is very small. Ultimately, guests do not attach importance to such
certificates and standards. The advantages achieved by hotels that have implemented this
quality system are numerous. In the end, all those who implemented this system clearly
benefited both in terms of improving the quality and satisfaction of guests and in terms of a
better market position. There is a big problem of lack of knowledge and lack of education,
both of hotel staff and guests, about the concept, application and importance of this quality
system. |
