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master's thesis
Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji
Zagreb: University of Zagreb, Faculty of Economics and Business, 2019. urn:nbn:hr:148:474719
Ivančić, Ivona
University of Zagreb
Faculty of Economics and Business
Department of Organization and Management

Institutional repository: REPEFZG

Cite this document

Ivančić, I. (2019). Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:474719

Ivančić, Ivona. "Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2019. https://urn.nsk.hr/urn:nbn:hr:148:474719

Ivančić, Ivona. "Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2019. https://urn.nsk.hr/urn:nbn:hr:148:474719

Ivančić, I. (2019). 'Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 27 November 2024, https://urn.nsk.hr/urn:nbn:hr:148:474719

Ivančić I. Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2019 [cited 2024 November 27] Available at: https://urn.nsk.hr/urn:nbn:hr:148:474719

I. Ivančić, "Doprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:148:474719

Metadata
TitleDoprinos kvalitete usluga povećanju lojalnosti potrošača u hotelskoj industriji
Title (english)Contribution of service quality to increase of consumer loyality in hotel industry
AuthorIvona Ivančić
MentorJasna Prester (mentor)
Committee memberTomislav Hernaus (predsjednik povjerenstva)
Committee memberAna Aleksić (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
(Department of Organization and Management)
Zagreb
Defense date and country2019-09-27, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Usluge danas imaju značajnu ulogu u ekonomiji. Sve je manja potreba za ljudskim radom zbog automatizacije proizvodnje, stoga se sve više ljudi zapošljava u uslužnim djelatnostima. Kvaliteta usluga sve je veća briga za mnoga poduzeća. Sve se više pažnje posvećuje potrebama i očekivanjima potrošača, zbog čega se stalno radi na unaprjeđenju kvalitete usluga. Također, i lojalnost potrošača je prepoznata kao jedan od najvažnijih čimbenika uspjeha poduzeća. Hotelska industrija je globalna industrija, s potrošačima diljem svijeta. Jedan od najvećih izazova s kojima se susreće hotelska industrija je stalno rastuća konkurencija. Brojna istraživanja pokazuju kako je za hotelsku industriju važno razvijati lojalnost klijenata. Stoga, posvećenost lojalnosti potrošača postaje preduvjet za preživljavanje hotelskih poduzeća u budućnosti. Cilj ovog rada je objasniti, opisati i dokazati da kvaliteta usluga značajno utječe na vjernost potrošača. Ako je kupac zadovoljan kvalitetom usluge koju pruža poduzeće, to će dodatno učvrstiti njegovu lojalnost, a u slučaju da je nezadovoljan kvalitetom, to će oslabiti odnos između kvalitete usluge i lojalnosti potrošača.
Abstract (english)
In today's world services play a significant role in the economy. There is a decreasing need for human labor due to the automation of production, which is why more and more people are employed in the service industry. Service quality is a growing concern for many businesses. Increasing attention is being paid to the needs and expectations of consumers, which is why there is a constant effort to improve the quality of services. Also, consumer loyalty is recognized as one of the most important factors for a company's success. The hotel industry is a global industry, with consumers worldwide. One of the biggest challenges facing the hotel industry is the ever-increasing competition. Numerous studies show that it is important for the hotel industry to develop customer loyalty. Therefore, a commitment to consumer loyalty becomes a prerequisite for the survival of hotel companies in the future. The aim of this paper is to explain, describe and prove that the quality of services significantly affects consumer loyalty. If the customer is satisfied with the quality of service provided by the company, this will further reinforce his loyalty, and if he is dissatisfied with the quality, it will weaken the relationship between the quality of service and consumer loyal
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:474719
Study programmeTitle: Business Economics
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2019-09-30 19:42:11