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Title:Content analysis of hotel guest comment cards: a case study of Croatian hotel industry
Authors:ID Marković, Suzana (Author)
ID Raspor, Sanja (Author)
Files:URL http://www.dlib.si/details/URN:NBN:SI:DOC-EZRL45PP
 
Language:English
Work type:Not categorized
Typology:1.02 - Review Article
Organization:EPF - Faculty of Business and Economics
Abstract:If properly designed, administered, and analysed, the process of monitoring customer satisfaction and service quality can be beneficial to any hotel firm and make all the difference between offering a mediocre service and one of exceptionally high quality. The purpose of this study is to examine hotel guest comment cards (GCCs) and customer satisfaction management schemes in Opatija's hotels. This study adopts the applied content analysis approach (Gilbert and Horsnell 1998), comparing and recording findings based on a set of best practice criteria.
Keywords:zadovoljstvo, kvaliteta, storitve, merjenje, analiza, hotelirstvo
Publisher:Društvo ekonomistov Maribor
Year of publishing:2010
Number of pages:str. 65-74
Numbering:Letn. 56, št. 1/2
PID:20.500.12556/DKUM-52371 New window
UDC:338.483:338.488(049.5):640.412(497.5)
ISSN on article:0547-3101
COBISS.SI-ID:10128156 New window
NUK URN:URN:SI:UM:DK:K2RHIHZV
Publication date in DKUM:10.07.2015
Views:1346
Downloads:33
Metadata:XML DC-XML DC-RDF
Categories:Misc.
:
MARKOVIĆ, Suzana and RASPOR, Sanja, 2010, Content analysis of hotel guest comment cards: a case study of Croatian hotel industry. Naše gospodarstvo : revija za aktualna gospodarska vprašanja [online]. 2010. Vol. 56, no. 1/2, p. 65–74. [Accessed 18 April 2025]. Retrieved from: http://www.dlib.si/details/URN:NBN:SI:DOC-EZRL45PP
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Record is a part of a journal

Title:Naše gospodarstvo : revija za aktualna gospodarska vprašanja
Shortened title:Naše gospod.
Publisher:Ekonomsko-poslovna fakulteta, Društvo ekonomistov Maribor, Ekonomski center Maribor
ISSN:0547-3101
COBISS.SI-ID:751364 New window

Secondary language

Language:Slovenian
Title:Analiza vsebine hotelskih vprašalnikov: primer hrvaških hotelov
Abstract:Primerno definiran in izpeljan proces spremljanja zadovoljstva gostov in kakovosti storitev lahko pozitivno vpliva na poslovanje hotela, saj omogoča ugotavljanje razlike med povprečno in zelo kakovostno storitvijo. Namen raziskave je analizirati hotelske vprašalnike in postopke merjenja zadovoljstva gostov v opatijskih hotelih. Analiza vsebine temelji na kriterijih, ki sta jih v svoji raziskavi uporabila Gilbert in Horsnell (1998).


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