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undergraduate thesis
Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik
2019. urn:nbn:hr:146:346083
Marlais, Dario
VERN University of Applied Sciences

Cite this document

Marlais, D. (2019). Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik (Undergraduate thesis). Retrieved from https://urn.nsk.hr/urn:nbn:hr:146:346083

Marlais, Dario. "Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik." Undergraduate thesis, VERN University of Applied Sciences, 2019. https://urn.nsk.hr/urn:nbn:hr:146:346083

Marlais, Dario. "Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik." Undergraduate thesis, VERN University of Applied Sciences, 2019. https://urn.nsk.hr/urn:nbn:hr:146:346083

Marlais, D. (2019). 'Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik', Undergraduate thesis, VERN University of Applied Sciences, accessed 18 January 2021, https://urn.nsk.hr/urn:nbn:hr:146:346083

Marlais D. Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik [Undergraduate thesis]. Zagreb: VERN University of Applied Sciences; 2019 [cited 2021 January 18] Available at: https://urn.nsk.hr/urn:nbn:hr:146:346083

D. Marlais, "Zadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik", Undergraduate thesis, VERN University of Applied Sciences, Zagreb, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:146:346083

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Metadata
TitleZadovoljstvo posjetitelja ugostiteljskom ponudom zračne luke Dubrovnik
Title (english)Customer satisfaction with food and beverage facilities on Dubrovnik airport
AuthorDario Marlais
MentorIvan Gašpert (mentor)
GranterVERN University of Applied Sciences
Zagreb
Defense date and country2019-07-16, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Zadovoljstvo gosta predstavlja skup subjektivnih mišljenja i stavova o proizvodima i uslugama. Razina zadovoljstva, odnosno nezadovoljstva, ovisit će o tome je li usluga ili proizvoda, nakon konzumacije, ispunila očekivanja gosta. Stupanj zadovoljstva nužno je mjeriti kako bi se moglo utjecati na razvijanje kvalitete te time uspješnije konkurirati na tržištu. U radu se nastoji definirati glavne kategorije pri određivanju i mjerenju stupnja zadovoljstva gostiju te isto primijeniti na specifičnom slučaju – na utvrđivanje zadovoljstva gostiju ugostiteljskom uslugom u Zračnoj luci Dubrovnik. U radu je provedeno istraživanje putem anketnog upitnika među gostima na Zračnoj luci Dubrovnik i polazi se od tvrdnje da sadašnja ponuda ne zadovoljava njihove potrebe. Postoji samo jedan tip ugostiteljskog objekta u kojima se nudi identična ponuda hrane, pića i napitaka s manjim oscilacijama u cijenama.
Abstract (english)
Customer Satisfaction is a set of subjective opinions and attitudes about products and services. The level of satisfaction or dissatisfaction will depend on whether the service or product, after consummation, fulfilled the expectations of the guest. The level of satisfaction is necessary to measure in order to influence the development of quality and thus to compete more successfully on the market. The paper seeks to define the main categories in determining and measuring the degree of satisfaction of guests, and also applies in a specific case - to determine the satisfaction of guests in the catering service at Dubrovnik Airport. In this paper a survey was conducted through a questionnaire among the guests at Dubrovnik Airport and it is based on the claim that the present offer does not meet their needs. There is only one type of catering facility and they all offer an identical menu with lower price oscillations.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:146:346083
Study programmeTitle: Tourism; specializations in: Tourism Management, Hotel Management
Course: Tourism Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2019-07-18 10:54:12