20.500.12556/DKUM-58485 Zadovoljstvo gostov in merjenje kakovosti storitve v čarter podjetju na podlagi vprašalnika Euminia Customer Satisfaction and Service Quality Control of Charter Company Based on Euminia Questionnaire Definicijo pojma kakovost storitev v turistični dejavnosti je težko postaviti. Kakovost turistične storitve določa gost in zadovoljstvo gostov je dandanes bistvenega pomena za obstoj ter razvoj turistične dejavnosti. Hrvaška ima eno največjih čarterskih flot na svetu, zato je konkurenca na področju čarterja na Hrvaškem velika. V diplomskem delu predstavljamo hrvaško čartersko podjetje, ki vrsto let z anketo Euminia meri zadovoljstvo svojih gostov. Opazovano čartersko podjetje želimo z vidika zadovoljstva gostov, glede na rezultate ankete Euminia, primerjati s konkurenco, poiskati konkurenčne prednosti in slabosti ter predlagati izboljšave za doseganje boljših rezultatov zadovoljstva gostov. Predstavljamo in ocenimo tudi sistem Euminia, anketo za ocenjevanje zadovoljstva gostov s storitvijo, z osebjem, opremo in s stanjem plovil. Na osnovi analize rezultatov sistema za ugotavljanje zadovoljstva gostov Euminia ugotavljamo, da je kakovost storitve opazovanega čarterja mogoče dvigniti na višji nivo z manjšimi investicijami na plovilih in z večjo kontrolo nekaterih zunanjih izvajalcev, s tem pa povečati zadovoljstvo gostov. The definition of the term service quality in tourism is difficult to determine. Quality of tourist service is usually set by the guest, and guests’ satisfaction is presently of the foremost importance for survival and development of the tourist activity. Croatia has one of the largest charter fleets in the world, therefore the competition in this field is harsh and plentiful. In the thesis, we present a Croatian charter company, which has for many years been using the Euminia evaluation system, to measure the satisfaction of their guests. The aforementioned charter company will be viewed from the point of customers’ satisfaction regarding the results of the Euminia survey. Based on the results, the company will be compared to the competition, its competitive drawbacks and advantages will be analysed, and finally, improvements to achieve better customer satisfaction in the future will be recommended. We also present and assess the Euminia system; a survey for measuring customers’ satisfaction through the following four categories: service, staff, equipment, and fleet’s situation. Based on the analysis of the results of the Euminia system, we are deducing that the quality of the service of the selected charter company can be upgraded with smaller investments aimed at the charter company's fleet, and an increase in the control over some outsourced contractors and therefore, the customers’ satisfaction can be increased. kakovost storitev zadovoljstvo gostov Euminia navtični turizem čarter service quality guests’ satisfaction Euminia nautical tourism charter true true false [S. Šinkovec] Slovenski jezik Angleški jezik Diplomsko delo 2016-04-20 12:18:21 2016-06-27 13:53:28 2022-06-17 03:06:10 2019-07-11 10:41:17 2016 0 Domžale 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.3 12354844 URN:SI:UM:DK:QO1HB1AX VS_Sinkovec_Sasa_2016.pdf VS_Sinkovec_Sasa_2016.pdf 1 624649823050598664CAF256A2BABB8F b1fe8112c76f5dd9f0331c826576adf6cf4cd0eb9823fd7e18ea3356b96330b4 95c6e512-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=93037 Ekonomsko-poslovna fakulteta 0 0 0