ISTRAŽIVANJE KVALITETE PRUŽANJA HOTELSKIH USLUGA NA PRIMJERU HOTELA VESTIBUL : Završni rad

Ovaj rad pruža uvid u pojam kvalitete, prirodu usluge zajedno s njenim karakteristikama. Također u radu se može vidjeti zadovoljstvo kako zaposlenika tako i gostiju u turističkom sektoru. Od prošlosti pa do danas pojam kvalitete se znatno promijenio. Danas kvalitetu određuje sam korisnik usluge. Mjerenjem zadovoljstva korisnika pruženom uslugom poduzeća ili pojedinci dobivaju točne podatke o kvaliteti vlastite usluge, a na temelju toga poduzeća mogu poduzeti efikasne akcije za poboljšanje i unaprjeđivanje kvalitete svojih proizvoda i usluga. Za potrebe ovog istraživanja prikupljeni su podaci putem anketnog upitnika o stavovima zaposlenika i gostiju hotela Vestibul o kvaliteti očekivane i ostvarene usluge. Ispitivanje je obuhvatilo ukupno 32 ispitanika (17 zaposlenika i 15 gostiju). Cilj rada je bio utvrditi razlikuju li se očekivano i postignuto zadovoljstvo korisnika i zaposlenika dobivenom hotelskom uslugom. Dobivenim rezultatima je utvrđeno da postoji razlika u očekivanom i ostvarenom zadovoljstvu korisnika i zaposlenika uslugom koju su dobili u hotelskom objektu.This paper provides insight into the concept of quality, nature of services, together with its characteristics. Also in the work can be seen satisfaction to employees and guests in the tourism sector. From the past to the present concept of quality is significantly changed. Today quality is determined by the user service. By measuring customer satisfaction with the service provided companies or individuals receive accurate information about the quality of their services, and on this basis, companies can take effective cation for improving and upgrading the quality of their products and services. For the purposes of this study, data was collected through a questionnaire on attitudes of employees and guests of the hotel vestibule of the quality expected and actual services. The study involved a total of 32 respondents (17 employees and 15 guests). The aim of the study was to determine whether the expected and achieved customer satisfaction and employee obtained hotel service. The results: it was found that there is a difference between expected and achieved costumer and employee satisfaction with the service they have receiver in the hotel