摘要：Tourism is a rapidly growing industrythat requires explosive reaction of management.In order to achieve or even exceed guests' expectations,we must determine what their expectations for quality ofservice are.The employees are the heart of business.How do we integrate all the power of qualitythat we will become in the eyes of customers? Thisisthe task of modern management in tourism.In this paper we present an analysis of qualityin a casualsample of 333 guestsin 42 different hotelsin Slovenia and Croatia.Based on multiple linear regression analysis,we found that guests in the four-star hotels are more satisfied with the quality of offers as guestsin three-star hotels.Statisticallysignificant differences between the three-stars hotels and four-star hotel isreflected in the satisfaction with the quality of food and drink and its quick service,the price of the service,friendliness ofstaff to guests,and the arrangement of the restaurant,reception and rooms.
其他摘要：Turizam je brzo rastuća grana,što zahteva eksplozivne reakcije menadžmenta.Da bi dostigli ili čak premašili očekivanja gostiju,moramo utvrditi kakva su njihova očekivanja kada se radi o kvalitetu usluga.Zaposleni su srce svakog preduzeća.Na koji način treba povezati sve snage u preduzeću,kako bi postali kvalitetni u očima gostiju? To je u stvari zadatak modernog menadžmenta u turizmu.U radu analiziramo kvalitet turističke ponude na slučajnom uzorku od 333 gostiju u 42 različita hotela u Sloveniji i Hrvatskoj.Na osnovu multivarijantne linearne analize smo utvrdili da su gosti u hotelima sa četiri zvezdice zadovoljniji kvalitetom ponude u odnosu na goste u hotelima sa tri zvezdice.Statistički važne razlike između hotela sa četiri i tri zvezdice se izražavaju u zadovoljstvu kvalitetnom hranom i pićem,brzom uslugom,cenom usluga,ljubaznošću osoblja prema gostima te uređenosti restorana,recepcije i soba.
关键词：Tourism is a rapidly growing industrythat requires explosive reaction of management.In order to achieve or even exceed guests' expectations,we must determine what their expectations for quality ofservice are.The employees are the heart of business.How do we integrate all the power of qualitythat we will become in the eyes of customers? Thisisthe task of modern management in tourism.In this paper we present an analysis of qualityin a casualsample of 333 guestsin 42 different hotelsin Slovenia and Croatia.Based on multiple linear regression analysis,we found that guests in the four-star hotels are more satisfied with the quality of offers as guestsin three-star hotels.Statisticallysignificant differences between the three-stars hotels and four-star hotel isreflected in the satisfaction with the quality of food and drink and its quick service,the price of the service,friendliness ofstaff to guests,and the arrangement of the restaurant,reception and rooms.
其他关键词：Turizam je brzo rastuća grana,što zahteva eksplozivne reakcije menadžmenta.Da bi dostigli ili čak premašili očekivanja gostiju,moramo utvrditi kakva su njihova očekivanja kada se radi o kvalitetu usluga.Zaposleni su srce svakog preduzeća.Na koji način treba povezati sve snage u preduzeću,kako bi postali kvalitetni u očima gostiju? To je u stvari zadatak modernog menadžmenta u turizmu.U radu analiziramo kvalitet turističke ponude na slučajnom uzorku od 333 gostiju u 42 različita hotela u Sloveniji i Hrvatskoj.Na osnovu multivarijantne linearne analize smo utvrdili da su gosti u hotelima sa četiri zvezdice zadovoljniji kvalitetom ponude u odnosu na goste u hotelima sa tri zvezdice.Statistički važne razlike između hotela sa četiri i tri zvezdice se izražavaju u zadovoljstvu kvalitetnom hranom i pićem,brzom uslugom,cenom usluga,ljubaznošću osoblja prema gostima te uređenosti restorana,recepcije i soba.
