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undergraduate thesis
AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)
Dubrovnik: RIT Croatia, 2020. urn:nbn:hr:229:928395
Vuković, Tena
RIT Croatia

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Vuković, T. (2020). AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES) (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:928395

Vuković, Tena. "AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)." Undergraduate thesis, RIT Croatia, 2020. https://urn.nsk.hr/urn:nbn:hr:229:928395

Vuković, Tena. "AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)." Undergraduate thesis, RIT Croatia, 2020. https://urn.nsk.hr/urn:nbn:hr:229:928395

Vuković, T. (2020). 'AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)', Undergraduate thesis, RIT Croatia, accessed 25 April 2024, https://urn.nsk.hr/urn:nbn:hr:229:928395

Vuković T. AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES) [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2020 [cited 2024 April 25] Available at: https://urn.nsk.hr/urn:nbn:hr:229:928395

T. Vuković, "AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)", Undergraduate thesis, RIT Croatia, Dubrovnik, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:229:928395

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Metadata
TitleAIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)
AuthorTena Vuković
MentorJoseph Kevin Walker (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2020-05-24, Croatia
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Interdisciplinary Humanistic Studies
Abstract
This research effort addressed a number of issues associated with Gen Z fliers: how do they perceive various elements of the flying experience and are they satisfied with the flying experience provided by Croatian Airlines, an airline employing a hybrid airline business model. Kano and SERVQUAL models were combined to determine the meaning of flying elements and a SERVQUAL evaluation determined Gen Z’s satisfaction with Croatian Airlines. The results indicated that when considering flying elements some differences exist between more frequent and infrequent fliers, with more frequent fliers expecting more from airlines. The results also suggest that Gen Z is largely satisfied with Croatian Airline’s offer with specific areas of improvement possible.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:928395
Study programmeTitle: 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 resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
RepositoryRIT Croatia Digital repository
Created on2020-06-30 08:52:45

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