20.500.12556/DKUM-19419 ANALIZA KAKOVOSTI STORITEV HOTELA IN ZADOVOLJSTVO GOSTOV HOTEL SERVICES QUALITY AND HOTEL GUESTS SATISFACTION ANALYSIS V današnjem času postaja poslovno okolje za organizacije čedalje bolj tekmovalno in agresivno, zato predstavlja kakovost storitev ključno sestavino za konkurenčnost. Le s kakovostnimi storitvami organizacije zadovoljujejo odjemalčeva pričakovanja. Zelo pomembno je spremljanje potreb, pričakovanj ter želja odjemalcev, saj lahko organizacije na podlagi rezultatov oblikujejo ali izboljšajo ponudbo ter zadovoljijo odjemalca. V diplomskem seminarju sem želela izmeriti ter analizirati zadovoljstvo odjemalcev v hotelu Arena. Na podlagi rezultatov raziskave, ki sem jo opravila s pomočjo strukturiranega anketnega vprašalnika sem ugotovila, da so odjemalci hotela v splošnem zelo zadovoljni z izvedenimi storitvami, vendar se pojavljajo tudi odstopanja, kjer so potrebne izboljšave. In the present times, the business environment is becoming increasingly competitive and aggressive for organisations, making the quality of services a key ingredient of competitiveness. Only through quality services can organisations meet the customer's expectations. It is very important to monitor the customers’ needs, expectations and wishes, as organisations can shape or improve the offer based on the results, and satisfy the customer. In my graduation paper I wanted to measure and analyse customer satisfaction at the Arena hotel. Based on the results of research conducted using a structured survey questionnaire, I have established that the hotel’s customers are, in general, very pleased with the services provided, but that there are also deviations where improvements are needed. kakovost storitev zadovoljstvo odjemalec anketni vprašalnik quality service satisfaction consumer question survey true true false [T. Sabo Turner] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2011-07-12 15:55:12 2011-11-21 11:22:07 2022-04-13 15:21:54 2023-12-25 03:21:15 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 10842140 URN:SI:UM:DK:CBMXTGC0 UNI_Sabo_Turner_Tanisa_2011.pdf UNI_Sabo_Turner_Tanisa_2011.pdf 1 63AECFA6EDBC099A4698543813766FD9 946d472b244e7aa492c8620b922f10b163801141541741d5ba9c7164adbeac19 5f3b3768-7c05-11eb-bb7a-00155d0001ca 20.500.12556/dkum/889f0303-04cb-4746-95f6-3f1619b44ea2 https://dk.um.si/Dokument.php?lang=slv&id=23825 Ekonomsko-poslovna fakulteta 0 0 0