20.500.12556/DKUM-40756 ANALIZA ZADOVOLJSTVA HOTELSKIH GOSTOV ANALYSIS OF THE SATISFACTION OF HOTEL GUESTS Storitvena podjetja se morajo zavedati pomena zadovoljstva v sodobnem času. Vedno več podjetij se nagiba k temu, a niso prepričana kako se lotiti tematike in kako ukrepati, zato najemajo zunanje izvajalce za raziskavo, ki pa niso povsem seznanjeni s problematiko dotičnega podjetja. Raziskava zadovoljstva odjemalcev je nujna, saj se drugače podjetje ne bo zavedalo problemov, in tako bo upad odjemalcev njihovih storitev. Raziskava zadovoljstva odjemalcev je potekala v hotelu City v Krškem. Rezultati so bili pozitivni, gostje so hotel nadpovprečno ocenili, kar dokazuje, da v podjetju stremijo k popolnosti. Companies, especially those in the service industry, have to be aware of the importance of customer satisfaction in the modern world. More and more companies are turning towards this but are not sure how to handle this subject and how to proceed; this is why they hire external contractors to conduct survey. However, contractors are not completely familiar with problems of a certain company. A survey of customer satisfaction is essential, without it the company would quickly get into trouble because it would not be aware of its problems and would face a decline in customers. Hotel City is a market leader on its geographical location but nobody knows when a new competition will establish itself. Beside the market can also change and this is why the company cannot stagnate. Although the company manager was willing to cooperate, she was of the opinion that she knows where the problems are because they are already in the process of improving those factors. The results were surprisingly positive; the guests have rated the hotel above average which proves that the company strives towards perfection. odjemalci zadovoljstvo storitev pričakovanja merjenje zadovoljstva customers satisfaction service expectations measuring satisfaction true true false [A. Mahne] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2013-06-13 14:49:46 2013-11-06 09:28:51 2022-05-03 03:06:04 2021-04-24 03:19:24 2013 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 11553308 URN:SI:UM:DK:OYTPB4BY UNI_Mahne_Anja_2013.pdf UNI_Mahne_Anja_2013.pdf 1 5794F52F7BD81F38AADF90FBF4F8E892 b619f508f0d13469d3a26d25552c3aa33982ad77ccb088e8adbe1dbbb40e031f 0586101b-7c0a-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=55907 Ekonomsko-poslovna fakulteta 0 0 0