Pregled bibliografske jedinice broj: 1035274
Exploring the dimensions of customer satisfaction: the case of Croatian hotel industry
Exploring the dimensions of customer satisfaction: the case of Croatian hotel industry // Conference proceedings of International scientific conference on Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture – ITEMA 2017
Budimpešta, Mađarska, 2017. str. 116-123 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 1035274 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Exploring the dimensions of customer satisfaction: the case of
Croatian hotel industry
(Exploring the dimensions of customer satisfaction:
the case of Croatian hotel industry)
Autori
Raspor Janković, Sanja ; Marković, Suzana
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
Izvornik
Conference proceedings of International scientific conference on Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture – ITEMA 2017
/ - , 2017, 116-123
ISBN
978-86-80194-08-0
Skup
International Scientific Conference on Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture – ITEMA 2017
Mjesto i datum
Budimpešta, Mađarska, 26.10.2017
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
customer satisfaction, statistical analysis, hotel industry, Croatia
Sažetak
The objective of the present research was to determine customer satisfaction dimensions structure in Croatian hotel industry. An on-site survey was conducted among foreign guests in 15 hotels in Opatija Riviera (Croatia). The questionnaire used for collecting data was divided in two parts. In the first part customer satisfaction with hotel services was measured, using 37 statements. The second part consisted of respondents’ demographic characteristics. A total of 250 valid questionnaires were collected. The descriptive analysis, factor analysis, and reliability analysis were performed to analyze the data. The findings implied that, in general, foreign hotel guests were very satisfied with the hotel service experience. Respondents were most satisfied with the reception staff’s physical appearance. In addition, the study identified five factors that best explained customer satisfaction in hotel industry in Croatia. The results of the present research may contribute to the existing knowledge of customer satisfaction in hotel industry, indicating hotel service attributes that could be improved, as well as the once that are important to foreign guests in hotels.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Ustanove:
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija,
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