A  Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine
 Dining Restaurants in Dubrovnik

Trojić, Ana Maria

prikaz prve stranice dokumenta A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik

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undergraduate thesis

A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik

Dubrovnik: RIT Croatia, 2018. urn:nbn:hr:229:181297

Trojić, Ana Maria

RIT Croatia

Cite this document

APA 6th Edition

Trojić, A. M. (2018). A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:181297

MLA 8th Edition

Trojić, Ana Maria. "A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik." Undergraduate thesis, RIT Croatia, 2018. https://urn.nsk.hr/urn:nbn:hr:229:181297

Chicago 17th Edition

Trojić, Ana Maria. "A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik." Undergraduate thesis, RIT Croatia, 2018. https://urn.nsk.hr/urn:nbn:hr:229:181297

Harvard

Trojić, A. M. (2018). 'A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik', Undergraduate thesis, RIT Croatia, accessed 24 September 2023, https://urn.nsk.hr/urn:nbn:hr:229:181297

Vancouver

Trojić AM. A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2018 [cited 2023 September 24] Available at: https://urn.nsk.hr/urn:nbn:hr:229:181297

IEEE

A. M. Trojić, "A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik", Undergraduate thesis, RIT Croatia, Dubrovnik, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:229:181297

Cite this item: https://urn.nsk.hr/urn:nbn:hr:229:181297

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Metadata

Title	A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik
Author	Ana Maria Trojić
Mentor	Milena Kužnin (mentor)
Committee member	Rebecca Charry (predsjednik povjerenstva)
Granter	RIT Croatia Dubrovnik
Defense date and country	2018-05-02, Croatia
Scientific / art field, discipline and subdiscipline	SOCIAL SCIENCES Economics Trade and Tourism
Abstract	The primary goal of this research project was to assess service quality in Dubrovnik fine dining restaurants, more specifically to analyze the importance of specific service quality elements from three perspectives ; restaurant customers’, managers’ and employees’. Five service quality dimensions were measured; tangibles, reliability, responsiveness, assurance and empathy. Modified DINESERV model was used to develop a questionnaire for conducting this research. Results of this questionnaire indicated that there is a significant gap between managers’, employees’ and customers’ perceptions on the importance of service quality elements in Dubrovnik fine dining restaurants. In addition, this research suggested that managers overrate the importance of service quality elements while employees underrate the importance of these elements when compared to customers. Customers and employees ranked reliability as the most important service quality element for restaurant industry while managers ranked responsiveness element of service quality as the most important element, which is a new finding provided by this research.
Keywords
Language	english
URN:NBN	urn:nbn:hr:229:181297
Study programme	Title: Service Management Study programme type: professional Study level: undergraduate Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resource	Text
File origin	Born digital
Access conditions	Open access
Terms of use
Repository	RIT Croatia Digital repository
Created on	2018-07-04 09:23:01