Analysis of services quality in two selected hotels

V okviru diplomskega dela smo se ukvarjali s kakovostjo storitev in analizo elementov kakovosti storitev v dveh izbranih hotelih. Med pisanjem smo ugotavljali, kaj obsega pojem storitve, kaj je zanje značilno, kaj pojmujemo z besedno zvezo kakovost storitev in katere modele imamo za ocenjevanje kakovosti storitev na voljo. Na kratko smo opredelili pojem zadovoljstvo, ki sovpada s kakovostjo storitev. V praktičnem delu smo s pomočjo grafikonov in tabel predstavili rezultate anketiranja o kakovosti storitev v hotelih, ki je bilo izvedeno med domačimi in mednarodnimi gosti obeh hotelov. V sklepnem delu smo zapisali ugotovitve in predloge, ki bi lahko pripomogli k večjemu zadovoljstvu mednarodnih gostov hotelov.In the diploma thesis, we were dealing with the service quality and with the analysis of the elements of the service quality in two selected hotels. While writing the thesis, we discussed what the term service actually meant, which were its features, what is meant when using the term service quality and which models are used for evaluating the service quality. We also briefly discussed the term satisfaction, which is closely connected to the service quality. In the empirical part, we presented the results of the opinion poll on service quality in the hotels. We conducted the survey among domestic and international guests in both hotels. In the conclusion, we provided the findings and suggestions that might contribute to a bigger satisfaction with hotels services of international guests