Vpliv organizacijske klime na zadovoljstvo gosta

magistrsko delo

Tjaša Drevenšek (Author), Mladen Knežević (Mentor)

Abstract

V povezavi s kakovostjo storitev je zadovoljstvo gostov tisti pojem, ki ga hotelirji dobro poznajo in h kateremu stremijo, če želijo poslovati uspešno in obstati na trgu. Storitve gostom pa izvajajo zaposleni, ki delujejo v določenem delovnem okolju. Namen raziskave je ugotoviti, ali vzdušje v delovnem okolju, imenovano organizacijska klima, vpliva na zadovoljstvo hotelskega gosta. Uporabljena metoda spraševanja je bila izvedena z dvema instrumentoma, anketnim vprašalnikom za goste in za zaposlene. Raziskovanje je potekalo 26 dni v petih hotelih istega hotelskega podjetja. V statistično obdelavo je bilo vključenih 251 anketnih vprašalnikov. Mnenja 188 anketiranih gostov so pokazala, da so bili v hotelih zelo zadovoljni, 63 zaposlenih pa je poročalo, da je klima v hotelskem podjetju dobra. Izračun korelacije s Pearsonovim koeficientom je pokazal zelo šibko korelacijo med pojmoma. Izračun statistične pomembnosti kaže na nepomembnost rezultatov, razlog za to pa je lahko premajhen vzorec zaposlenih, napaka v procesu oziroma vprašalniku in podobno.

Keywords

organizacijska klima;zadovoljstvo;gostje;hotelirstvo;magistrske naloge;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.09 - Master's Thesis
Organization:	UM FT - Faculty of Tourism
Publisher:	[T. Drevenšek]
UDC:	005.42-024.61:640.412(043.2)
COBISS:	2048163923
Views:	1333
Downloads:	157
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	ǂThe ǂimpact of organizational climate on guest satisfaction
Secondary abstract:	Every hotel that wants to have a successful business and stay on market for a long time has to know topic of guest satisfaction in connection to service quality. At the same time there are employees in hotel who perform service and work in specific work environment. Purpose of this research is to find out if work atmosphere, known as organizational climate has any impact on guest satisfaction. Research method was based on two instruments, questionnaire for guests and for employees. Survey was performed in five hotels from the same hotel company and lasted for 26 days altogether. Number of 251 questionnaires was used in statistical analysis. Opinions of 188 surveyed guests showed, that they were very satisfied and opinions of 63 employees showed that organizational climate was good. Pearson’s coefficient used for correlation calculation showed very low correlation between satisfaction and climate. Further calculation showed statistical insignificance of results, which could be effected by small sample of employees, mistakes made in process or in instruments et cetera.
Secondary keywords:	hotel industry;organizational climate;guest satisfaction;
URN:	URN:SI:UM:
Type (COBISS):	Master's thesis/paper
Thesis comment:	Univ. v Mariboru, Fak. za turizem
Pages:	VI, 64, XVII f.
ID:	9170275