prikaz prve stranice dokumenta Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala
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master's thesis
Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala
Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management, 2020. urn:nbn:hr:191:986077
Belančić, Tamara
University of Rijeka
Faculty of Tourism and Hospitality Management

Cite this document

Belančić, T. (2020). Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala (Master's thesis). Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management. Retrieved from https://urn.nsk.hr/urn:nbn:hr:191:986077

Belančić, Tamara. "Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala." Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2020. https://urn.nsk.hr/urn:nbn:hr:191:986077

Belančić, Tamara. "Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala." Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2020. https://urn.nsk.hr/urn:nbn:hr:191:986077

Belančić, T. (2020). 'Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala', Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, accessed 19 April 2024, https://urn.nsk.hr/urn:nbn:hr:191:986077

Belančić T. Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala [Master's thesis]. Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management; 2020 [cited 2024 April 19] Available at: https://urn.nsk.hr/urn:nbn:hr:191:986077

T. Belančić, "Mjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala", Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:191:986077

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Metadata
TitleMjerenje percepcije kvalitete usluge i zadovoljstva posjetitelja gastro festivala
Title (english)Measurement of visitors' service quality perception and satisfaction related to gastro festivals
AuthorTamara Belančić
MentorSuzana Marković (mentor)
GranterUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Opatija
Defense date and country2020-09-21, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Cilj ovog rada bio je istražiti razinu zadovoljstva posjetitelja gastronomskog festivala iz čega je proizašla i krajnja svrha rada – odrediti razinu kvalitete dotičnog festivala te pronaći područja koja bi se moglo poboljšati. U ovom diplomskom radu korištene su statistička metoda te metoda uzoraka. Istraživanje za potrebe ovoga rada provedeno je prvoga dana 19. Festivala šparoga u Lovranu, 13.travnja 2019. Za prikupljanje primarnih podataka korišten je anketni upitnik po uzoru na Anila (2012), Yoona i suradnike (2010) te Kima i Eves (2012). Ispitanici su odabrani namjernim izborom, a prikupljeno je 127 ispravno popunjenih upitnika. Rezultati ovog istraživanja pokazuju da su posjetitelji Festivala zadovoljni njime, ali i da ima mjesta za poboljšanje. Najviše ocjene zabilježene su u dimenziji Osoblja, Lokacija i Hrane, dok su najniže ocjenjene dimenzije Dodatni sadržaji i Informacije. Može se primijetiti da je kvaliteta hrane, iako ocjenjena solidno, preniska s obzirom da se ovdje radi o gastronomskom festivalu. Razina lojalnosti niža je nego razina zadovoljstva.
Abstract (english)
The aim of this paper was to investigate the level of satisfaction of visitors to the gastronomic festival, which resulted in the ultimate purpose of the work - to determine the level of quality of the festival and find areas that could be improved. In this thesis, the statistical method and the method of samples were used. The research for the purposes of this paper was conducted on the first day of the 19th Asparagus Festival in Lovran, April 13, 2019. A survey questionnaire modelled on Anil (2012), Yoon et al. (2010) and Kim and Eves (2012) was used to collect primary data. Respondents were selected by deliberate selection, and 127 correctly completed questionnaires were collected. The results of this research show that the visitors of the Festival are satisfied with it, but also that there is room for improvement. The highest scores were recorded in the Staff, Location and Food dimension, while the lowest scores were in the Additional facilities and Information dimensions. It can be noticed that the quality of the food, although rated solidly, is too low considering that this is a gastronomic festival. The level of loyalty is lower than the level of satisfaction.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:191:986077
Study programmeTitle: Hospitality Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
RepositoryRepository of Faculty of Tourism and Hospitality Management
Created on2021-02-11 09:53:46

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