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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

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

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

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

Trojić, A. M. (2018). 'A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik', Završni rad, RIT Croatia, citirano: 01.05.2024., https://urn.nsk.hr/urn:nbn:hr:229:181297

Trojić AM. A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik [Završni rad]. Dubrovnik: RIT Croatia; 2018 [pristupljeno 01.05.2024.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:181297

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

Za citiranje koristite ovu mrežnu adresu: https://urn.nsk.hr/urn:nbn:hr:229:181297
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Podaci o radu
NaslovA Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik
AutorAna Maria Trojić
MentorMilena Kužnin (mentor)
Član povjerenstvaRebecca Charry (predsjednik povjerenstva)
Ustanova koja je dodijelila
akademski / stručni stupanj		RIT Croatia
Dubrovnik
Datum i država obrane2018-05-02, Hrvatska
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Trgovina i turizam
Sažetak
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.
Ključne riječi
Jezikengleski
URN:NBNurn:nbn:hr:229:181297
Studijski programNaziv: Service Management
Vrsta studija: stručni
Stupanj studija: stručni
Akademski / stručni naziv: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (bacc. oec.)
Vrsta resursaTekst
Način izrade datotekeIzvorno digitalna
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
RepozitorijDigitalni repozitorij RIT Croatia
Datum i vrijeme pohrane2018-07-04 09:23:01

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