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master's thesis
ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA
2023. urn:nbn:hr:128:440116
Hodak, Jelena
Karlovac University of Applied Sciences
Business Department

Cite this document

Hodak, J. (2023). ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA (Master's thesis). Karlovac: Karlovac University of Applied Sciences. Retrieved from https://urn.nsk.hr/urn:nbn:hr:128:440116

Hodak, Jelena. "ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA." Master's thesis, Karlovac University of Applied Sciences, 2023. https://urn.nsk.hr/urn:nbn:hr:128:440116

Hodak, Jelena. "ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA." Master's thesis, Karlovac University of Applied Sciences, 2023. https://urn.nsk.hr/urn:nbn:hr:128:440116

Hodak, J. (2023). 'ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA', Master's thesis, Karlovac University of Applied Sciences, accessed 17 April 2024, https://urn.nsk.hr/urn:nbn:hr:128:440116

Hodak J. ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA [Master's thesis]. Karlovac: Karlovac University of Applied Sciences; 2023 [cited 2024 April 17] Available at: https://urn.nsk.hr/urn:nbn:hr:128:440116

J. Hodak, "ISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA", Master's thesis, Karlovac University of Applied Sciences, Karlovac, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:128:440116

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Metadata
TitleISTRAŽIVANJE ZADOVOLJSTVA GOSTIJU HOTELOM JEZERO NA PLITVIČKIM JEZERIMA
Title (english)MARKET RESEARCH OF GUEST'S SATISFACTION WITH HOTEL JEZERO ON THE PLITVICE LAKES
AuthorJelena Hodak
MentorTihana Cegur Radović (mentor)
Committee memberSilvija Vitner Marković (predsjednik povjerenstva)
Committee memberDraženka Birkić (član povjerenstva)
Committee memberTihana Cegur Radović (član povjerenstva)
Committee memberNatalija Kusanić Belinić (član povjerenstva)
GranterKarlovac University of Applied Sciences
(Business Department)
Karlovac
Defense date and country2023-07-06, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
U radu se razmatra pojam hotelske industrije te se pobliže opisuje marketinški miks hotela. U hotelijerstvu su svi aspekti marketinškog miksa jednako važni. Kao glavna komponenta marketinškog miksa hotelski proizvod predstavlja uslugu koja se pruža gostima. To su obično usluge smještaja, usluge hrane i pića, wellness i tako dalje. Osim kvalitete usluge, imidž hotela, lokacija, njegov interijer, sadržaji i kapacitet važne su sastavnice hotelskog proizvoda. U sklopu marketinškog miksa cijena predstavlja prihod za hotel. Razlikuje se ovisno o usluzi koju hotel pruža. Promocija služi za informiranje i podsjećanje potrošača o proizvodima i uslugama, kao i njihovo promoviranje. Distribucijski kanali ubrzavaju sam proces rezervacija hotelskog smještaja, najčešći distributeri u turizmu su turoperatori, turističke agencije i prijevoznici. Uz ova četiri elementa, usluge imaju tri dodatna elementa: ljude, procese i fizičku okolinu. Ljudi se odnose na hotelske djelatnike, koji moraju biti obrazovani, stručni i kvalificirani. Procesi su načini, metode i postupci po kojima funkcioniraju određene stvari u hotelu. Fizičko okruženje odnosi se na lokaciju hotela i sve što ga okružuje. Kako bi potrebe i želje gostiju biti u potpunosti zadovoljene, svi elementi trebaju biti međusobno povezani i nadopunjavati se. U praktičnom djelu rada provedeno je anketno istraživanje zadovoljstva gostiju koji su boravili u hotelu Jezero. Rezultati ankete pokazuju kako je najkvalitetnija stavka ponude hotela hotelsko osoblje i čistoća smještajnih jedinica. Stavke na kojima ima prostora za poboljšanje su usluge wellness centra, ponuda suvenirnice, ponuda jela i pića u restoranu i lobby-u baru.
Abstract (english)
In the paper, the concept of the hotel industry is considered and the hotel's marketing mix is described in more detail. In the hotel industry, all aspects of the marketing mix are equally important. As the main component of the marketing mix, the hotel product represents the service provided to guests. These are usually accommodation services, food and beverage services, wellness and so on. In addition to the quality of services, the image of the hotel, location, it’s interior, content and capacity are important components of the hotel product. As part of the marketing mix, the price represents the income for the hotel. It varies depending on the service the hotel provides. Promotion is namely for informing and reminding people about products and services, as well as their advertising. In addition to these four elements, the work introduces three new ones: people, processes and physical environment. People refer to hotel employees, who must be educated, professional and qualified. Processes are ways, methods and procedures by which certain things in the hotel work. The physical environment refers to the location of the hotel and everything that surrounds it. In order for the guests needs and wishes to be fully satisfied, all elements should be interconnected and complement each other. In the practical part, there is market research of guest’s satisfaction with hotel Jezero. The survey results show that the highest quality things of the hotel are hotel staff and cleanliness of accommodation units. The things that need to be worked on are wellness centre services, gift shop offer, lobby bar and restaurant offers.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:128:440116
Study programmeTitle: Business Administration
Study programme type: professional
Study level: specialist graduate
Academic / professional title: stručni/a specijalist/specijalistica poslovnog upravljanja (stručni/a specijalist/specijalistica poslovnog upravljanja)
Type of resourceText
File originBorn digital
Access conditionsClosed access
Terms of useLicence In copyright icon
Created on2023-07-25 07:41:01