Title Kvaliteta privatnog smještaja u zaštićenoj svjetskoj cjelini Title (english) Private Accommodation Quality in a World Heritage Site (WHS) Author Monika Čukić Mentor Ana Portolan (mentor)Committee member Zrinka Golemac (predsjednik povjerenstva)Committee member Barbara Puh (član povjerenstva)Granter University of Dubrovnik Defense date and country 2024-09-26, Croatia Scientific / art field, SOCIAL SCIENCES Abstract Republika Hrvatska ima osam kulturnih i dvije prirodne cjeline uvrštene na Popis UNESCO zaštićene baštine, a jedna od njih je i Stara gradska jezgra u Dubrovniku. Dubrovnik je poznata turistička destinacija koju je 2023. posjetilo 1.246.178 turista (TZ Dubrovnik, 2024), a čija popularnost se temelji primarno na atraktivnosti Stare gradske jezgre i starih gradskih zidina unutar kojih se nalaze razne povijesne znamenitosti, crkvice i muzeji. Iako ne postoje službeni podaci, evidentno je kako se veliki broj domaćeg stanovništva iselio iz spomenutog naselja te je većina smještajnih jedinica pretvorena u apartmane namijenjene za kratkoročno iznajmljivanje u turističke svrhe. S druge strane, kako je Stara gradska jezgra primarna atrakcija grada, visoko je posjećena ne samo od strane turista koji ostvaruju noćenja nego i dnevnih posjetitelja te gostiju s brodova na kružnim putovanjima. Zbog ugroženosti zaštićene cjeline prezasićenošću, UNESCO je podnio upozorenje odredivši maksimalni mogući broj osoba koje istovremeno mogu boraviti u Starog gradskoj jezgri, a Grad Dubrovnik je implementirao kamere na šest lokacija koje prate brojčano stanje unutar Centra te boljom organizacijom osigurao bolju raspodjelu dolazaka posjetitelja s brodova na kružnim putovanjima. Kako u svijetu, tako i u Dubrovniku, Dubrovčani su ranije ugošćavali turiste u svojim domovima kako bi dodatno prihodovali no pojava ekonomije dijeljenja i ekspanzija platformi za oglašavanje smještaja dovela je do masovnog rasta privatnih smještajnih jedinica i rezultirala većim brojem ležajeva od onih koje nude hoteli. Iz tog razloga, opravdano je zaključiti kako privatni smještaj ima značajan utjecaj na ukupnu kvalitetu destinacije. Iako hrvatsko zakonodavstvo detaljno definira uvjete i pravila koje smještajna jedinica mora zadovoljiti kako bi mogla biti predmet iznajmljivanja, kvaliteta nije definirana samo opipljivim atributima već i onim neopipljivim koji su teže mjerljivi. Ovaj rad usmjeren je na mjerenje kvalitete privatnog smještaja unutar Stare gradske jezgre grada Dubrovnika uz korištenje SERVQUAL modela mjerenja kvalitete kojim će se usporediti očekivanja gostiju prije dolaska u smještaj i percepcije o kvaliteti nakon dolaska u smještaj i konzumiranja usluge.
Abstract (english) The Republic of Croatia has eight cultural and two natural entities included in the UNESCO Protected Heritage List, one of which is the Old Town Center in Dubrovnik. Dubrovnik is a well-known tourist destination visited by 1.246.178 tourists in 2023 (TZ Dubrovnik, 2023), whose popularity is based primarily on the attractiveness of the Old Town and the old city walls, which contain various historical sights, small churches and museums. Although there are no official data, it is evident that a large number of the local population moved out of the mentioned settlement and most of the accommodation units were turned into apartments intended for short-term rental for tourist purposes. On the other hand, given that the Old Town is the primary attraction of the city, it is highly visited not only by tourists who spend the night, but also by day visitors and guests from cruise ships. Due to the threat of the protected whole by oversaturation, UNESCO submitted a warning determining the maximum possible number of people who can stay in the Old Town at the same time, and the City of Dubrovnik implemented cameras at six locations that monitor the numerical situation inside the Center and ensured a better distribution of visitor arrivals from cruise ships through better organization. The people of Dubrovnik have hosted tourists in their homes before in order to earn extra income, but the emergence of the sharing economy and the expansion of accommodation advertising platforms has led to a massive growth of private accommodation units and resulted in a larger number of beds than those offered by hotels. For this reason, it is justified to conclude that private accommodation has a significant impact on the overall quality of the destination. Although Croatian legislation defines in detail the conditions and rules that the accommodation unit must meet in order to be the subject of renting, quality is not only defined by tangible attributes but also by intangible ones that are more difficult to measure. This work is focused on measuring the quality of private accommodation within the Old Town of the city of Dubrovnik with the use of the SERVQUAL quality measurement model, which will compare guests' expectations before arriving at the accommodation and perceptions about quality after arriving at the accommodation and consuming the service.
Keywords
UNESCO zaštićena cjelina
Dubrovnik
kvaliteta
privatni smještaj
SERVQUAL
Keywords (english)
UNESCO protected area
Dubrovnik
quality
private accommodation
SERVQUAL
Language croatian URN:NBN urn:nbn:hr:155:477391 Study programme Title: Hotel management Type of resource Text File origin Born digital Access conditions Open access Terms of use Created on 2024-11-28 11:57:52
