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master's thesis
Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d.
2021. urn:nbn:hr:137:049855
Bogatirov, Iva
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"

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Bogatirov, I. (2021). Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d. (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:049855

Bogatirov, Iva. "Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d.." Master's thesis, University of Pula, 2021. https://urn.nsk.hr/urn:nbn:hr:137:049855

Bogatirov, Iva. "Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d.." Master's thesis, University of Pula, 2021. https://urn.nsk.hr/urn:nbn:hr:137:049855

Bogatirov, I. (2021). 'Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d.', Master's thesis, University of Pula, accessed 15 April 2024, https://urn.nsk.hr/urn:nbn:hr:137:049855

Bogatirov I. Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d. [Master's thesis]. Pula: University of Pula; 2021 [cited 2024 April 15] Available at: https://urn.nsk.hr/urn:nbn:hr:137:049855

I. Bogatirov, "Istraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d.", Master's thesis, University of Pula, Pula, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:137:049855

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Metadata
TitleIstraživanje kvalitete usluge hotelskog poduzeća Valamar Riviera d.d.
Title (english)Service Quality Research Using the Example of Valamar Riviera d.d.
AuthorIva Bogatirov
MentorDragan Benazić (mentor)
Committee memberErik Ružić (predsjednik povjerenstva)
Committee memberDragan Benazić (član povjerenstva)
Committee memberDanijela Križman Pavlović (član povjerenstva)
GranterUniversity of Pula
(Faculty of economics and tourism "Dr. Mijo Mirković")
Pula
Defense date and country2021-09-16, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Kvalitetu usluge možemo definirati kao rezultat usporedbe očekivanja i dobivenog odnosno percipiranog u trenutku pružanja usluge. Svaka osoba definira kvalitetu u odnosu na svoje potrebe. Kvaliteta je ključ za postizanje zadovoljstva potrošača i nužan uslov za ostvarivanje poslovnog uspjeha poduzeća u turizmu. Zadovoljstvo se događa nakon kupovine i konzumiranja proizvoda odnosno korištenja i doživljaja usluga. Da bi se pojavio osjećaj zadovoljstva potrebni minimum jest da očekivanja potrošača budu ispunjena, a po mogućnosti i nadmašena. Da bi mogli ostvariti zahtjevi koji se postavljaju za kvalitetu neophodno je njome svjesno upravljati, a posebice u suvremenim uvjetima poslovanja. Upravljanje kvalitetom ne znači zamjenu za procese kontrole i osiguranja kvalitete već njihovu nadogradnju i usavršavanje. Potpuno upravljanje kvalitetom je način upravljanja organizacijom usredotočen na kvalitetu, utemeljen na sudjelovanju svih članova organizacije te koji zadovoljavanjem korisnika teži za dugoročnim uspjehom i boljitkom za sve članove organizacije i zajednice u cjelini. Strateški model upravljanja kvalitetom u Valamar Rivieri d.d. dizajniran je da bi omogućio uspjeh čitave organizacije i to stavljanjem gosta na prvo mjesto i dosljednim isporučivanjem nevjerojatne usluge. Izuzetno je važno biti u korak s promjenama u potrebama i željama svojih gostiju kako bi se moglo stvoriti i zadovoljiti njihove potrebe.
Abstract (english)
Quality service can be defined as result of comparation between expected and gained, or perceived, while providing the service. Each person defines quality in regard of his own needs. Quality is the key of achieving customer satisfaction and necessary condition for achieving business success of companies in tourism. Satisfaction occurs after buying and consuming products or using and experiencing services. To achieve satisfaction minimum necessary requirement is that customers expectations are met and if possible exceeded. In order to be able to achieve quality requirements it is necessary to consciusly manage it, especially in modern business conditions. Quality management is not supstitution for control and assurance processes but their upgrade and improvement. Total quality management is a way of organisation management focused on quality and founded on participation of all organisation members witch strive longterm success and improvement for all organisation and community members as a whole by satisfiying customers. Strategic model of quality management in Valamar Riviera d.d. is designed to enable success of entire organisation by putting customer as number one and consistently delivering amazing service. It is extremly important to keep up with changes in customer needs and wishes in order to create and satisfy their needs.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:049855
Study programmeTitle: Business Economics; Financial Management, Marketing Management, Management and Entrepreneurship,Tourism, Business Informatics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics, Informatics Management
Course: Marketing Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra poslovne ekonomije (magistar/magistra poslovne ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2021-10-04 20:07:12