Analiza zadovoljstva tujih gostov v Zdravilišču Radenci : magistrsko delo

Černoga, Gregor

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Title:	Analiza zadovoljstva tujih gostov v Zdravilišču Radenci : magistrsko delo
Authors:	ID Černoga, Gregor (Author) ID Vojinović, Borut (Mentor) More about this mentor...
Files:	MAG_Cernoga_Gregor_2019.pdf (511,64 KB) MD5: EAC1CFA74E5DC43B3A498FAA02C1685C PID: 20.500.12556/dkum/459a5f05-f48d-4a19-bc61-4729c4c9e38d
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	FT - Faculty of Tourism
Abstract:	Turizem je hitrorastoča dejavnost po vsem svetu, ki vsebuje gospodarske, okoljske in kulturne vidike, ki igrajo pomembno vlogo pri spodbujanju potrošnje in trgovine. Zaradi kompleksnosti panoge so v turizmu potrošniki, gostje še posebej pozorni na kakovost storitev, ki so jih deležni, zato se od zaposlenih v turističnem sektorju pričakuje, da kot izvajalci storitev gostu pričarajo srečo in zadovoljstvo. Še posebej je to opazno v zdraviliški dejavnosti, s katero se ukvarjajo tudi Zdravilišče Radenci, kjer so zaposleni največ v stiku z gosti, hkrati pa jim ponujajo cel sklop različnih storitev, s čimer vprašanje zadovoljstva gostov postane veliko bolj kompleksno. Zatorej gostoljubje obstane le tako, da se gosta vedno postavi na prvo mesto, kljub temu da je pod vprašajem še tako obrobna operativna zadeva ali načrt. V magistrskem delu smo naredili raziskavo zadovoljstva tujih gostov. Podatke smo pridobivali z anketnim vprašalnikom, ki smo jih pri analiziranju rezultatov obdelali z različnimi statističnimi kazalniki, kot so povprečje, mediana, standardni odklon, najnižja in najvišja vrednost ter frekvence in relativne frekvence (odstotki). Za preverjanje hipotez smo uporabili korelacijsko analizo za ugotavljanje povezanosti med spremenljivkami, regresijsko analizo za ugotavljanje vpliva med spremenljivkami ter t-test za neodvisne vzorce za ugotavljanje razlik med povprečji dveh skupin anketirancev. Narejena raziskava je prikazala aktualno stanje zadovoljstva gostov v Zdravilišču Radenci. Podjetju smo s tem prikazali prednosti in slabosti v ponudbi, s čimer smo jim dali iztočnice za načrtovanje njihovih aktivnosti v prihodnosti.
Keywords:	Turizem, zadovoljstvo gostov, zdraviliška dejavnost, Zdravilišče Radenci
Place of publishing:	Maribor
Place of performance:	Maribor
Publisher:	[G. Černoga]
Year of publishing:	2019
Number of pages:	63, 4 str.
PID:	20.500.12556/DKUM-72968
UDC:	338.48-6:640.4:615.838(497.4 Radenci)(043.2)
COBISS.SI-ID:	2048295507
NUK URN:	URN:SI:UM:DK:4OEHTJMN
Publication date in DKUM:	11.04.2019
Views:	2476
Downloads:	245
Metadata:
Categories:	Misc. FT
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Licences

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

Link:	http://creativecommons.org/licenses/by-nc/4.0/
Description:	A creative commons license that bans commercial use, but the users don’t have to license their derivative works on the same terms.
Licensing start date:	08.01.2019

Secondary language

Language:	English
Title:	Analysis of international guests´ satisfaction at the Radenci health resort
Abstract:	Over the decades, tourism has experienced continued growth and has become one of the fastest growing economic sectors in the world. Tourism has major impact on the economy, environment, culture and society and plays an important role in promoting and encouraging consumption and trade. Tourism is a complex, multidimensional service industry where customers, or rather guests, pay particular attention to the quality of services they receive, and expect from the hospitality and tourism staff who provide these services to understand, meet or exceed their expectations. This is particularly true for the health resort industry in which the Radenci Health Resort boasts a long-standing tradition. Resort staff members are constantly in contact with the guests of the resort and provide them with a range of services, which brings the issue of customer satisfaction to a new, more complex level. Thus, to succeed in hospitality, a customer or a guest should be put first - even if this means putting at stake the most insignificant operational issue or a plan. The present master’s thesis aimed to investigate the level of satisfaction of foreign guests in the Radenci Hotel Resort. To this end, we collected data by means of a survey and analysed them by using a range of statistical indicators, including the mean, the median, the standard deviation, the minimum and maximum values, the frequencies and relative frequencies (percentages). Furthermore, under the hypothesis testing exercise, we used the correlation analysis to assess the relationship or association between the selected variables, and the regression analysis to identify the impact of independent variables on dependent variables; we applied the t-test to independent samples in order to determine whether there were any differences in the means of the two selected groups of respondents. The conducted analysis serves to shed light on the current state of guest satisfaction in the Radenci Health Resort. As the analysis identifies the strengths and weaknesses of the health resort offer in place, it invites the management to consider future action for performance improvement and supports future decision making.
Keywords:	tourism industry, guest satisfaction, health resort industry, Radenci Health Resort

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