Quality and Satisfaction Measurement and Management: The Case Tourist Destination Maribor

Globalizacija, čas v katerem živimo, je zaznamovana z nenehnimi spremembami, ki se jim ne moremo izogniti in predstavljajo edino stalnico našega življenja. Konkurenčni boj med podjetji je z vsakim dnem večji, zato je zelo pomembno, da podjetja postanejo inovativna, znajo navdušiti odjemalce in so boljša od konkurentov. Področje, ki smo ga raziskovali v magistrskem delu se navezuje na management kakovosti in zadovoljstva s turistično destinacijo Maribor. V današnjem konkurenčnem okolju predstavlja kakovost storitev najpomembnejši cilj, ki pripomore k zadovoljitvi potreb odjemalcev. Za vsako podjetje oz. destinacijo pa je pomembno tudi, da potekata proizvodnja in marketing storitev ob najmanjših možnih stroških, ob katerih se zadovoljujejo potrebe odjemalcev, kar je glavni namen managementa kakovosti.Globalization, the modern times are marked with permanent changes, which we cannot avoid and which represent the only constant of our lives. The competition between companies is getting fiercer by the day, which is why it is of great importance for the companies to become more innovative, to know how to impress their clients and to be better than the competition. The field of research in this master paper is aiming at quality management and the satisfaction with the tourist destination Maribor. In today\u27s competitive environment, service quality is the most important goal that contributes to the clients’ satisfaction. For each company or destination, it is also important that the production costs and service marketing are kept as low as possible while at the same time meeting the clients’ needs, which is the main purpose of quality management