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Pregled bibliografske jedinice broj: 397335

Customer satisfaction measurement in hotel industry: Content analysis study


Avelini Holjevac, Ivanka; Marković, Suzana; Raspor, Sanja
Customer satisfaction measurement in hotel industry: Content analysis study // 4th International Scientific Conference "Planning for the future learning from the past: Contemporary Developments in Tourism, Travel & Hospitality"
Rhodes Island, Greece: University of Aegean, 2009. (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
Customer satisfaction measurement in hotel industry: Content analysis study

Autori
Avelini Holjevac, Ivanka ; Marković, Suzana ; Raspor, Sanja

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
4th International Scientific Conference "Planning for the future learning from the past: Contemporary Developments in Tourism, Travel & Hospitality" / - Rhodes Island, Greece : University of Aegean, 2009

Skup
4th International Scientific Conference "Planning for the future learning from the past: Contemporary Developments in Tourism, Travel & Hospitality"

Mjesto i datum
Rhodes Islands, Greece, 3-5 April, 2009

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer satisfaction; service quality; measurement techniques; content analysis; hotel industry

Sažetak
One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the battle for competitive differentiation and customer retention. Lam and Zhang (1999) claim that overwhelming customer demand for quality products and service has in recent years become increasingly evident to professionals in the tourism and hotel industry. Among all customer demands, service quality has been increasingly recognized as a critical factor in the success of any business (Grönroos, 1990 ; Parasuraman et al., 1988). The purpose of this study is to examine hotel guest comment cards (GCCs) and customer satisfaction management schemes in Opatija’ s hotels. This study adopts the applied content analysis approach which Gilbert and Horsnell (1998) used in their study, utilizing comparison and recording of findings based on a set of best practice criteria. The results of this study provide hotel professionals with an assessment of current methods of measuring and managing customer satisfaction in Opatija’ s hotels.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Projekt / tema
010-0101195-1035 - Statistički mjerni instrumenti:konstrukcija i prilagodba poduzetničkoj ekonomiji (Jasna Horvat, )
116-1162459-2458 - Modeli i standardi kvalitete i poslovne izvrsnosti za hotelsku industriju (Ivanka Avelini-Holjevac, )

Ustanove
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija