Qvality of service in a service company

U suvremenim uvjetima poslovanja kvaliteta je jedan od važnih preduvjeta opstanka i razvoja svakog poduzeća. Turistička i hotelska poduzeća pružaju usluge turistima i gostima i u izravnom su kontaktu s njima, pa je stoga od velike važnosti implementirati sustav upravljanja kvalitetom u poslovanje. Poduzeće koje implementira sustav kvalitete u poslovanje, ostvaruje konkurentsku prednost na tržištu. Predmet istraživanja ovoga rada odnosi se na analizu kvalitete usluge u uslužnom poduzeću. Cilj je ovoga rada definirati kvalitetnu te analizirati važnost kvalitete usluge u uslužnom poduzeću. Svrha je ovoga rada teorijski koncept u vezi kvalitete usluge primijeniti na konkretan primjer iz prakse. U radu se analizira poduzeće Arena Hospitality Group.In today's business environment, quality is one of the important preconditions for the survival and development of every company. Tourism and hotel companies provide services to tourists and guests and are in direct contact with them, so it is of great importance to implement a quality management system in business. The company that implements the quality system in the business, has a competitive advantage in the market. The subject of this paper is related to the analysis of service quality in a service company. The aim of this paper is to define quality and analyze the importance of quality of service in a service company. The purpose of this paper is to apply the theoretical concept regarding service quality to a specific practical example. This paper analyzes the company Arena Hospitality Group