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undergraduate thesis
Determinante zadovoljstva gostiju u hotelijerstvu
Dubrovnik: University of Dubrovnik, 2024. urn:nbn:hr:155:130739
Klečak, Karmen
University of Dubrovnik
Faculty of Economics and Business

Institutional repository: Repository of the University of Dubrovnik

Cite this document

Klečak, K. (2024). Determinante zadovoljstva gostiju u hotelijerstvu (Undergraduate thesis). Dubrovnik: University of Dubrovnik. Retrieved from https://urn.nsk.hr/urn:nbn:hr:155:130739

Klečak, Karmen. "Determinante zadovoljstva gostiju u hotelijerstvu." Undergraduate thesis, University of Dubrovnik, 2024. https://urn.nsk.hr/urn:nbn:hr:155:130739

Klečak, Karmen. "Determinante zadovoljstva gostiju u hotelijerstvu." Undergraduate thesis, University of Dubrovnik, 2024. https://urn.nsk.hr/urn:nbn:hr:155:130739

Klečak, K. (2024). 'Determinante zadovoljstva gostiju u hotelijerstvu', Undergraduate thesis, University of Dubrovnik, accessed 01 December 2024, https://urn.nsk.hr/urn:nbn:hr:155:130739

Klečak K. Determinante zadovoljstva gostiju u hotelijerstvu [Undergraduate thesis]. Dubrovnik: University of Dubrovnik; 2024 [cited 2024 December 01] Available at: https://urn.nsk.hr/urn:nbn:hr:155:130739

K. Klečak, "Determinante zadovoljstva gostiju u hotelijerstvu", Undergraduate thesis, University of Dubrovnik, Dubrovnik, 2024. Available at: https://urn.nsk.hr/urn:nbn:hr:155:130739

Metadata
TitleDeterminante zadovoljstva gostiju u hotelijerstvu
Title (english)Determinants of Guest Satisfaction in the Hotel Industry
AuthorKarmen Klečak
MentorZrinka Golemac (mentor)
Committee memberFani Favro Bukvić (predsjednik povjerenstva)
Committee memberIvan Jelčić (član povjerenstva)
GranterUniversity of Dubrovnik
(Faculty of Economics and Business)
Dubrovnik
Defense date and country2024-09-19, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Ovaj rad istražuje ključne determinante zadovoljstva gostiju u hotelijerstvu, s posebnim fokusom na Valamar Riviera d.d., jednog od vodećih hotelskih lanaca u Republici Hrvatskoj. Zadovoljstvo gostiju je od posebnog značaja za dugoročni uspjeh u hotelijerstvu, a cilj ovog istraživanja je identifikacija čimbenika koji najviše doprinose pozitivnom iskustvu gostiju u okviru Valamar objekata. Analizirani su aspekti kao što su osoblje, sadržaji, čistoća, udobnost, vrijednost za novac, lokacija i besplatni WiFi. Empirijsko istraživanje provedeno je na osnovu recenzija gostiju na internetskoj platformi booking.com. Rezultati pokazuju da su besplatni WiFi, ljubaznost osoblja, čistoća i udobnost najvažniji za kreiranje pozitivnog iskustva i zadovoljstva gostiju. Na osnovu dobijenih rezultata, rad pruža preporuke za unapređenje usluga sa ciljem povećanja lojalnosti gostiju i njihovog ponovnog dolaska.
Abstract (english)
This paper investigates the key determinants of guest satisfaction in the hotel industry, focusing on Valamar Riviera d.d., one of the leading hotel chains in the Republic of Croatia. Guest satisfaction is of particular importance for long-term success in the hotel industry, and the goal of this research is to identify the factors that contribute most to the positive experience of guests in Valamar facilities. Many aspects such as staff, facilities, cleanliness, comfort, value for money, location, and free WiFi were analyzed. Empirical research was conducted based on guest reviews on the online platform booking.com. The results show that free WiFi, friendly staff, cleanliness, and comfort are the most important for creating a positive experience and guest satisfaction. Based on the obtained results, the work provides recommendations for improving services to increase guest loyalty and their return.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:155:130739
Study programmeTitle: Hotel and Restaurant Management, and Gastronomy
Study programme type: professional
Study level: undergraduate
Academic / professional title: prvostupnik/prvostupnica (baccalaureus/baccalaurea) hotelijerstva, restoraterstva i gastronomije (prvostupnik/prvostupnica (baccalaureus/baccalaurea) hotelijerstva, restoraterstva i gastronomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2024-10-18 11:35:00