Access restricted to higher education institution's students and staff
master's thesis
Measuring service quality and customer satisfaction in the hospitality industry Anapplication of statistical methods

Darko Kafadar
Metadata
TitlePRIMJENA STATISTIČKIH METODA U MJERENJU ZADOVOLJSTVA KVALITETOM USLUGA U UGOSTITELJSTVU
AuthorDarko Kafadar
Mentor(s)Ana Perišić (thesis advisor)
AbstractMjerenje zadovoljstva kvalitetom usluga jedna je od najvažnijih procesa u ugostiteljstvu. U ovome radu prikazana je primjena statističkih metoda u istraživanju zadovoljstva gostiju u caffe barovima na području plaže u Okrugu Gornjem. U radu su pomoću metoda deskriptivne statistike analizirana socio-demografska obilježja i učestalost dolazaka, te zadovoljstvo gostiju (osobljem, uređenjem, čistoćom i plažom). Istraživanje je pokazalo kako su gosti izuzetno zadovoljni ponudom. Nadalje, pomoću hi-kvadrat testa ispitano je postojanje statističke ovisnosti zadovoljstva gostiju i na njihovih socio-demografskih obilježja i učestalosti dolazaka. Iz provedenog istraživanja može se zaključiti kako u svim slučajevima zadovoljstvo (osobljem, uređenjem, plažom i čistoćom) te socio-demografska obilježja i učestalost dolazaka nisu statistički ovisni.
Keywordschi-square test costumer satisfaction socio-demographic characteristics: Okrug Gornji survey
Parallel title (English)Measuring service quality and customer satisfaction in the hospitality industry Anapplication of statistical methods
GranterVeleučilište u Šibeniku
PlaceŠibenik
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Business Mathematics and Statistics
Study programme typeprofessional
Study levelspecialist graduate
Study programmeManagement
Academic title abbreviationSruč.spec.oec.
Genremaster's thesis
Language Croatian
Defense date2016-09-28
Parallel abstract (English)The monitoring process of customer satisfaction and service quality plays a key role in hospitality industry. This paper provides an application of statistical methods in measuring customers satisfaction in the beach area of Okrug Gornji. Socio-demographic characteristics, arrival frequency and customer satisfaction (with staff, landscaping, cleanliness and the beach) were analyzed by using methods of descriptive statistics. The research results reported high customer satisfaction. Moreover, by applying chi-square test, the existence of statistical dependence betweencustomer satisfaction and customers’ socio-demographic characteristics and visit frequency was tested. The results showed that socio-demographic characteristics and frequency of visits were not statistically dependent with customer satisfaction.
Parallel keywords (Croatian)hi-kvadrat test zadovoljstvo gostiju socio-demografske karakteristike Okrug Gornji ankete
Resource typetext
Access conditionAccess restricted to higher education institution's students and staff
Terms of useAll rights reserved
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:143:194666
CommitterNives Paškov Milošević