VISITORS SATISFACTION WITH QUALITY OF SERVICES AT THE BLED CASTLE

Cilj diplomske naloge je bil sestaviti anketni vprašalnik na podlagi SERVQUAL metode in ga prilagoditi specifiki obravnavanega okolja torej Blejskega gradu ter na podlagi rezultatov ankete, ugotoviti kako so obiskovalci Blejskega gradu zadovoljni s kakovostjo storitev. Anketiranje smo izvajali med 15. 6. 2013 in 30. 7. 2013. Anketo smo razdelili med 56 naključnih obiskovalcev Blejskega gradu. Ugotovili smo, da obiskovalci Blejskega gradu niso zadovoljni s kakovostjo storitev, saj so anketiranci le 5 od 36 dejavnikov kakovosti storitev ocenili višje od pričakovanja. Glavni predlogi za izboljšave gredo predvsem v smer vlaganja v zaposlene. Vodstvo bi moralo, kot kažejo rezultati ankete, največ skrbi vložiti v zaposlene, ter na ta način zvišati kakovost storitev in posledično tudi zadovoljstvo obiskovalcev Blejskega gradu.The aim of the Diploma Thesis was to make a questionnaire, based on the SERVQUAL method and adapt it for the specific circumstances of the Bled castle. Based on the results of the survey, we could determine satisfaction of the visitors that come to Bled castle with the quality of services. Interviews were carried out between 15th of June 2013 and 30th of July 2013. There were 56 random visitors attended in the survey. We found that visitors of Bled castle were not satisfied with the quality of services, because the respondents rated only 5 out of 36 factors of the service quality higher than expected. The main suggestions for improving the service quality are going in the direction of investing in employees. Management should, as the results of the survey showed, spend more energy and invest into employees. That way the level of the service quality would increase and consequently the satisfaction of visitors that visit Bled castle would increase as well