20.500.12556/DKUM-68116 Analiza kakovosti storitev v dveh izbranih hotelih Analysis of services quality in two selected hotels V okviru diplomskega dela smo se ukvarjali s kakovostjo storitev in analizo elementov kakovosti storitev v dveh izbranih hotelih. Med pisanjem smo ugotavljali, kaj obsega pojem storitve, kaj je zanje značilno, kaj pojmujemo z besedno zvezo kakovost storitev in katere modele imamo za ocenjevanje kakovosti storitev na voljo. Na kratko smo opredelili pojem zadovoljstvo, ki sovpada s kakovostjo storitev. V praktičnem delu smo s pomočjo grafikonov in tabel predstavili rezultate anketiranja o kakovosti storitev v hotelih, ki je bilo izvedeno med domačimi in mednarodnimi gosti obeh hotelov. V sklepnem delu smo zapisali ugotovitve in predloge, ki bi lahko pripomogli k večjemu zadovoljstvu mednarodnih gostov hotelov. In the diploma thesis, we were dealing with the service quality and with the analysis of the elements of the service quality in two selected hotels. While writing the thesis, we discussed what the term service actually meant, which were its features, what is meant when using the term service quality and which models are used for evaluating the service quality. We also briefly discussed the term satisfaction, which is closely connected to the service quality. In the empirical part, we presented the results of the opinion poll on service quality in the hotels. We conducted the survey among domestic and international guests in both hotels. In the conclusion, we provided the findings and suggestions that might contribute to a bigger satisfaction with hotels services of international guests. storitev kakovost storitev značilnosti storitev modeli za ocenjevanje kakovosti storitev zadovoljstvo service quality features of services models for evaluating service quality satisfaction true true false [B. Mlasko] Slovenski jezik Angleški jezik Delo diplomskega projekta/projektno delo 2017-09-10 19:09:26 2017-11-13 13:32:37 2022-08-01 14:53:08 2019-07-11 16:42:22 2017 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 338.48 12872732 URN:SI:UM:DK:2GBH7ZTR VS_Mlasko_Barbara_2017.pdf VS_Mlasko_Barbara_2017.pdf 1 7C4CBB869B19E613AC8FF47EC2863799 f9ca7861ee3e51997042ee0cc77bf2b50d3b2483b8949851c16d8e62d70dba03 62cd70b8-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/7e55032e-a080-4e28-91f3-ed511b4d9807 https://dk.um.si/Dokument.php?lang=slv&id=119156 Ekonomsko-poslovna fakulteta 0 0 0