prikaz prve stranice dokumenta Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab
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undergraduate thesis
Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab
Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management, 2017. urn:nbn:hr:191:884160
Buza-Vidas, Toni
University of Rijeka
Faculty of Tourism and Hospitality Management

Institutional repository: Repository of Faculty of Tourism and Hospitality Management

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Buza Vidas, T. (2017). Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab (Undergraduate thesis). Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management. Retrieved from https://urn.nsk.hr/urn:nbn:hr:191:884160

Buza Vidas, Toni. "Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab." Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2017. https://urn.nsk.hr/urn:nbn:hr:191:884160

Buza Vidas, Toni. "Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab." Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2017. https://urn.nsk.hr/urn:nbn:hr:191:884160

Buza Vidas, T. (2017). 'Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab', Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, accessed 01 January 2025, https://urn.nsk.hr/urn:nbn:hr:191:884160

Buza Vidas T. Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab [Undergraduate thesis]. Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management; 2017 [cited 2025 January 01] Available at: https://urn.nsk.hr/urn:nbn:hr:191:884160

T. Buza Vidas, "Statistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab", Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, 2017. Available at: https://urn.nsk.hr/urn:nbn:hr:191:884160

Metadata
TitleStatistička analiza kvalitete usluga i zadovoljstva gostiju u Grand hotelu Imperial Rab
Title (english)Statistical Analysis of the Service Quality and Guest Satisfaction in the Grand Hotel Imperial Rab
AuthorToni Buza-Vidas
MentorSuzana Marković (mentor)
GranterUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Opatija
Defense date and country2017-07-12, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Kvaliteta usluga i zadovoljstvo klijenata jedan je od najvažnijih elemenata uspješnosti poduzeća. Hotelske poduzeća su izložena jakoj globalnoj konkurenciji te je za njihov opstanak jedino rješenje efikasno upravljanje poslovnim procesima i unaprjeđivanje kvalitete proizvoda i usluga na svim razinama poslovanja. Cilj je ovog rada bio istražiti očekivanja i percepciju kvalitete usluga kao i zadovoljstva gostiju Grand hotela Imperial, Rab. Istraživanje se provodilo pomoću anketnog upitnika temeljem SERVQUAL modela. Temeljem iznesenih rezultata vidljivo je kako ispitanici najviše očekuju od osoblja ljubaznost, pristupačnost te sposobnost u izvršavanju usluga. Osim navedenog ispitanici priželjkuju sigurnost i povjerenje, ali i omjer kvalitete i cijene. Percepcija gostiju samo je za dva pitanja veća u odnosu na očekivanja gostiju. Ukupan SERVQUAL jaz je negativan i iznosi – 0.41 što upućuje na to da bi Grand hotel Imperial trebao poboljšati ponudu sadržaja i ostalih aktivnosti, te kvalitetu pružanja usluga.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:191:884160
Study programmeTitle: Business Administration in Tourism and Hospitality Management; moduls: Entrepreneurship in Tourism and Hospitality, Tourism Management, Hospitality Management, International Tourism and Hospitality Management, Event and Leisure Management; specializations in: Entrepreneurship in Tourism and Hospitality, Tourism Management, Hospitality Management, International Tourism and Hospitality Management, Event and Leisure Management
Course: Hospitality Management
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2018-01-15 09:25:39