Content analysis of hotel guest comment cards: a case study of Croatian hotel industry

Suzana Marković (Author), Sanja Raspor (Author)

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;

Data

Language:	English
Year of publishing:	2010
Typology:	1.02 - Review Article
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	Društvo ekonomistov Maribor
UDC:	338.483:338.488(049.5):640.412(497.5)
COBISS:	10128156
ISSN:	0547-3101
Parent publication:	Naše gospodarstvo
Views:	839
Downloads:	22
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	Slovenian
Secondary title:	Analiza vsebine hotelskih vprašalnikov: primer hrvaških hotelov
Secondary 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).
URN:	URN:NBN:SI
Type (COBISS):	Not categorized
Pages:	str. 65-74
Volume:	ǂLetn. ǂ56
Issue:	ǂšt. ǂ1/2
Chronology:	2010
ID:	1730246