20.500.12556/DKUM-72412 Razlika med pričakovanji in zaznavo kakovosti logističnih storitev nastanitvenega obrata Difference between expectations and perception of quality of logistics services in accomodation Kakovost storitev je v današnjem poslovnem svetu ključ do uspešnega poslovanja podjetij in glavni akter pri določanju konkurenčne prednosti. Ponudba storitev turističnih podjetij se iz dneva v dan veča, s tem pa tudi tekmovalnost konkurenčnih podjetij. Raziskava kakovosti storitev omogoča nenehen razvoj, sposobnost odziva na spremembe povpraševanja, zadovoljevanje odjemalcev in s tem povezano konkurenčno prednost, ki je nujno potrebna na hitro razvijajočem se turističnem trgu. Zato se raziskavam turističnih trgov in odjemalcev turističnih storitev pripisuje vedno večji pomen. S pomočjo merjenja kakovosti storitev lahko nastanitven obrat definira kritična področja, ki so potrebna izboljšav, in področja, ki pozitivno vplivajo na poslovanje turističnih podjetij. Raziskavo kakovosti logističnih storitev v izbranem nastanitvenem obratu bomo naredili s pomočjo metode AHP, ki nam bo podala obtežitve posameznih kriterijev, in z metodo SERVQUAL, s katero bomo pridobili utežene vrednosti kriterijev in njihovih podkriterijev. S pomočjo rezultatov obeh metod bomo določili oceno pomembnosti posameznih podkriterijev in kriterijev. The quality of services is the key to successful business operations and the main defining agent in determining competitive advantage in today's business world. The range of services from tourism service providers and suppliers increases daily alongside the competitive drive of competing companies. The research of service quality enables continuous development, the ability to respond to changes in demand, customer satisfaction and with them a cohesive competitive advantage, which is indispensable in the fast-evolving tourism market. For all these reasons, the research of tourism markets and its tourism service providers and suppliers is attributed increasingly bigger significance. By measuring the quality of services, accommodation establishments can define its critical areas that require improvements, and areas that have a positive impact on its business performance. In this paper, the AHP method will be applied for quality of logistics services research at a selected accommodation establishment, as it will provide the relevance of specific criteria. We will also be using the SERVQUAL method, with which we will gain weighed values of our criteria and sub-criteria. By using the results provided by these methods, we will determine the significance of individual sub-criteria and criteria. kakovost logističnih storitev odjemalec nastanitven obrat AHP SERVQUAL logistics service quality customer accommodation establishment AHP SERVQUAL true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2018-09-24 12:50:44 2019-02-28 09:30:37 2022-08-01 22:34:19 2019-07-11 19:18:09 2018 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 URN:SI:UM:DK:B17EF4MG VS_Kajba_Milena_2018.pdf VS_Kajba_Milena_2018.pdf 1 19DB378C9029DCA7AA60D88E9AC29242 edaa75d1a9417aefed8c223f611c22e9502615fe4e2f7d5fc03135d1b163ca2c 68397a8c-7c10-11eb-bb7a-00155d0001ca 20.500.12556/dkum/bda74cf8-cc89-446f-8216-eed52a698e5b https://dk.um.si/Dokument.php?lang=slv&id=130381 Fakulteta za logistiko 0 0 0