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graduate thesis
Osiguranje i kontrola kvalitete u hotelima
Dubrovnik: University of Dubrovnik, 2024. urn:nbn:hr:155:238815
Listar, Ivana
University of Dubrovnik
Faculty of Economics and Business

Institutional repository: Repository of the University of Dubrovnik

Cite this document

Listar, I. (2024). Osiguranje i kontrola kvalitete u hotelima (Graduate thesis). Dubrovnik: University of Dubrovnik. Retrieved from https://urn.nsk.hr/urn:nbn:hr:155:238815

Listar, Ivana. "Osiguranje i kontrola kvalitete u hotelima." Graduate thesis, University of Dubrovnik, 2024. https://urn.nsk.hr/urn:nbn:hr:155:238815

Listar, Ivana. "Osiguranje i kontrola kvalitete u hotelima." Graduate thesis, University of Dubrovnik, 2024. https://urn.nsk.hr/urn:nbn:hr:155:238815

Listar, I. (2024). 'Osiguranje i kontrola kvalitete u hotelima', Graduate thesis, University of Dubrovnik, accessed 21 December 2024, https://urn.nsk.hr/urn:nbn:hr:155:238815

Listar I. Osiguranje i kontrola kvalitete u hotelima [Graduate thesis]. Dubrovnik: University of Dubrovnik; 2024 [cited 2024 December 21] Available at: https://urn.nsk.hr/urn:nbn:hr:155:238815

I. Listar, "Osiguranje i kontrola kvalitete u hotelima", Graduate thesis, University of Dubrovnik, Dubrovnik, 2024. Available at: https://urn.nsk.hr/urn:nbn:hr:155:238815

Metadata
TitleOsiguranje i kontrola kvalitete u hotelima
Title (english)Quality Assurance and Quality Control in the Hospitality
AuthorIvana Listar
MentorMarija Dragičević (mentor)
Committee memberZorica Krželj (predsjednik povjerenstva)
Committee memberIris Mihajlović (član povjerenstva)
GranterUniversity of Dubrovnik
(Faculty of Economics and Business)
Dubrovnik
Defense date and country2024-09-26, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Kvaliteta usluge je jedan od najvažnijih čimbenika za uspješno poslovanje, naročito u hotelijerstvu. Svakom hotelu je cilj pružiti što kvalitetnije usluge da bi zadovoljili potrebe i želje gostiju, i na taj način povećali svoju konkurentnost i efektivnost cijele tvrtke. U turistički razvijenim zemljama hoteli teže TQM ( Total Quality Management) pristupu tj. potpunom upravljanju kvalitetom. Navedeni sistem predstavlja niz aktivnosti koje se poduzimaju u osiguranju kvalitete, a sve s ciljem povećanja kvalitete proizvoda i usluga hotela, kao i zadovoljstva gosta. Time raste i ugled i vrijednost poduzeća što u konačnici vodi do pozitivnog poslovnog rezultata. Rad opisuje ISO sustave za upravljanje kvalitetom, posebice sustave prema standardu ISO 9001. Kvaliteta također podrazumijeva odgovornost i motiviranost zaposlenika hotelskog poduzeća .
Abstract (english)
The quality of service is one of the most important factors for successful business, especially in the hotel industry. The goal of every hotel is to provide the highest quality services in order to satisfy the needs and wishes of the guests, and in that way increase its competitiveness and the effectiveness of the entire company. In tourism-developed countries, hotels strive for a TQM (Total Quality Management) approach.. The mentioned system represents a series of activities undertaken in quality assurance, all with the aim of increasing the quality of the hotel's products and services, as well as guest satisfaction. This increases the company's reputation and value, which leads to a positive business result. The thesis describes ISO systems for quality management, especially systems according to the ISO 9001 standard. Quality also implies the responsibility and motivation of hotel company employees.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:155:238815
Study programmeTitle: Hotel management
Study programme type: professional
Study level: graduate
Academic / professional title: magistar/magistra hotelijerstva (magistar/magistra hotelijerstva)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2024-12-04 11:45:14