prikaz prve stranice dokumenta Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija
Access restricted to students and staff of home institution
master's thesis
Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija
Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. urn:nbn:hr:191:021876
Važić, Luka
University of Rijeka
Faculty of Tourism and Hospitality Management

Institutional repository: Repository of Faculty of Tourism and Hospitality Management

Cite this document

Važić, L. (2021). Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija (Master's thesis). Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management. Retrieved from https://urn.nsk.hr/urn:nbn:hr:191:021876

Važić, Luka. "Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija." Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. https://urn.nsk.hr/urn:nbn:hr:191:021876

Važić, Luka. "Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija." Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. https://urn.nsk.hr/urn:nbn:hr:191:021876

Važić, L. (2021). 'Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija', Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, accessed 05 July 2024, https://urn.nsk.hr/urn:nbn:hr:191:021876

Važić L. Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija [Master's thesis]. Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management; 2021 [cited 2024 July 05] Available at: https://urn.nsk.hr/urn:nbn:hr:191:021876

L. Važić, "Mjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija", Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:191:021876

Metadata
TitleMjerenje kvalitete usluga u hotelijerstvu primjenom analize sadržaja online recenzija
Title (english)Service Quality Measurement in the Hospitality Industry by Applying Content Analysis of Online Reviews
AuthorLuka Važić
MentorSuzana Marković (mentor)
GranterUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Opatija
Defense date and country2021-07-14, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Kvaliteta usluge u hotelijerstvu je važan element uspjeha poslovanja zbog ostvarenja njezine pozitivne veze s dobiti, povećanog tržišnog udjela i zadovoljstva kupaca. Mogućnosti za mjerenje percipirane kvalitete pruženih usluga su mnoge, jer ima veliki broj modela i ljestvica pomoću kojih se može mjeriti i ocjenjivati kvaliteta usluge. U današnje vrijeme recenzije korisnika na društvenim medijima izuzetno su važne za uspjeh poduzeća u hotelijerstvu. U ovom radu mjerena je kvaliteta usluge u opatijskim hotelima s 4 i 5 zvjezdica koristeći analizu sadržaja online recenzija dostupnim na TripAdvisoru primjenom dvaju znanstveno utemeljenih modela, SERVQUAL i HOLSERV Plus. Izrazi u recenzijama su grupirani po dimenzijama kvalitete usluga, uspoređena je kvaliteta usluge u hotelima s 4 i 5 zvjezdica, utvrđena je razina zadovoljstva gostiju te su analizirani odgovori menadžera na recenzije gostiju. HOLSERV Plus ljestvica pokazala se boljom od SERVQUAL ljestvice kada je u pitanju mjerenje kvalitete usluge u hotelijerstvu primjenom analize online recenzija.
Abstract (english)
Service quality in the hospitality industry is an important element of business success because it is positively related to net profit, increased market share, and customer satisfaction. There are a large number of models and scales used to measure and grade service quality. Nowadays, online reviews on social media are of extreme importance to the success of a hospitality business. In this thesis service quality in 4 and 5 star hotels in Opatija was measured by content analysis of TripAdvisor online reviews using two scientific models, SERVQUAL and HOLSERV Plus. The statements in the reviews were grouped according to dimensions of service quality, service quality in 4- and 5-star hotels was compared, the level of customer satisfaction was determined, and the managers' responses to the online reviews were analysed. The HOLSERV Plus scale was found to be a better scale than SERVQUAL for measuring service quality in the hospitality industry using analysis of online reviews.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:191:021876
Study programmeTitle: Hospitality Management
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 on2022-07-22 06:46:44