20.500.12556/DKUM-68345 Analiza kakovosti storitev v hotelirstvu Analysis of the quality of services in the hotel industry Obravnavana tema diplomskega dela je analiza stanja kakovosti storitev na področju hotelirstva. Namen raziskovalnega dela je bil ugotoviti, kakšna je kakovost storitev v izbranem hotelu ter podati predloge izboljšave. Metodologija dela:uporabili smo anketni vprašalnik, s katerim smo pridobili potrebne informacije, in opisno statistiko, s pomočjo katere smo dobili povprečno vrednost. Podatke smo uporabili v analizi primerjave anketnih vprašalnikov in delno modela pričakovane in zaznane vrednosti. Glavni rezultati raziskovalnega dela so bili anketno povpraševanje, primerjava anketnih vprašalnikov in merjenje kakovosti. Predlog raziskovalnega dela so izboljšave na področju ponudbe storitev. Primerjava in analiza sta nam pokazali, da gosti pričakujejo več od storitev, ki jih hotel ponuja. Analiza primerjav nam v primerjavi z že obstoječo anketo prav tako prikaže odstopanja na področju storitev. Ugotovili smo, da so gosti hotela v anketnem vprašalniku najnižje ocenili storitve, ki jih ponuja hotel. Povprečno oceno pričakovanja gostov v razmerju z zaznano storitvijo smo primerjali z že obstoječo anketo ter tako dobili razliko v oceni storitve. The subject of the graduate work is the analysis of the state of service quality in the hotel sector. The purpose of the research work was to determine the quality of services in the selected hotel and to suggest improvements. The methodology of work, we used the questionnaire which provided us with the necessary information, then we used the descriptive statistics from which we have obtained an average value. The obtained data were used in the analysis of the comparison questionnaire and the expected and detected model value. The main results of the research work were the comparison of survey questionnaires and the measurement of quality in the proposal of the research work are included suggestions for improvements of quality service. Comparison and analysis showed us that guests expect more from the services that hotel offers. The comparison of survey questionnaires also shows us the lowest graded services offered by an hotel. We have discovered that the guests of the hotel in the survey questionnaire rated the services which was offered by the hotel by far the lowest. We compared the average rating of survey which includes the estimate value of guest expectations in relation to the perceived service which they received with the existing survey, result of analysis was that services which was provided by hotel was valued the lowest. kakovost storitev dejavniki storitev analiza ključnih dejavnikov. Quality of services Service Factors Analysis of keyfactors. true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2017-09-18 13:36:02 2017-09-25 12:42:59 2022-08-01 15:26:46 2019-07-11 16:19:14 2017 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7967507 URN:SI:UM:DK:6PBJUBY1 UN_Paurevic_Rok_2017.pdf UN_Paurevic_Rok_2017.pdf 1 F5A57FF8134E6AC17F7C0129A8C2886A e64fa652e55fc249422bc4dc4c4962246b2fbb758911843c7f2f7ede38624e76 4768d99c-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/1befb2d0-7dcd-4d0c-bb34-325f63f9b9f1 https://dk.um.si/Dokument.php?lang=slv&id=118254 Fakulteta za organizacijske vede 0 0 0