Razlika med pričakovanji in zaznavo kakovosti logističnih storitev nastanitvenega obrata

Kajba, Milena

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Title:	Razlika med pričakovanji in zaznavo kakovosti logističnih storitev nastanitvenega obrata
Authors:	ID Kajba, Milena (Author) ID Kramar, Uroš (Mentor) More about this mentor...
Files:	VS_Kajba_Milena_2018.pdf (984,90 KB) MD5: 19DB378C9029DCA7AA60D88E9AC29242 PID: 20.500.12556/dkum/bda74cf8-cc89-446f-8216-eed52a698e5b
Language:	Slovenian
Work type:	Bachelor thesis/paper
Organization:	FL - Faculty of Logistic
Abstract:	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.
Keywords:	kakovost logističnih storitev, odjemalec, nastanitven obrat, AHP, SERVQUAL
Place of publishing:	Maribor
Year of publishing:	2018
PID:	20.500.12556/DKUM-72412
NUK URN:	URN:SI:UM:DK:B17EF4MG
Publication date in DKUM:	28.02.2019
Views:	1317
Downloads:	175
Metadata:
Categories:	FL
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Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	24.09.2018

Secondary language

Language:	English
Title:	Difference between expectations and perception of quality of logistics services in accomodation
Abstract:	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.
Keywords:	logistics service quality, customer, accommodation establishment, AHP, SERVQUAL

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