Analiza kakovosti storitev turistične agencije

diplomsko delo univerzitetnega študija Organizacija in management delovnih sistemov

Katja Potočnik (Avtor), Boštjan Gomišček (Mentor)

Povzetek

Diplomsko delo obravnava kakovost storitev Turistične agencije ENZ.ZO in zadovoljstvo njihovih potnikov. V raziskavi smo z metodo anketiranja proučili raven zadovoljstva potnikov s posameznimi sestavinami storitev, kakovost izvedbe storitev in odnos do turistične agencije ENZ.ZO. Anketiranje smo izvajali v marcu 2009. Rešeno je bilo 27 anket, od skupno 60, torej je bila stopnja odziva 45%. Pri raziskavi ravni zadovoljstva potnikov s posameznimi storitvami, smo ugotovili, da so potniki večinoma zadovoljni s kakovostjo storitev, saj so anketiranci 11 od 21 dejavnikov kakovosti storitev ocenili višje od pričakovanja. Za ostalih 10 dejavnosti kakovosti storitev, s katerimi potniki niso bili zadovoljni, smo predlagali rešitve in usmeritve. Rezultati so pokazali, da potniki na najvišja mesta uvrščajo dejavnike, pri katerih je ključnega pomena odnos zaposlenih. Potniki pričakujejo prijaznost, urejenost, čistočo, strokovnost in podobne dejavnike, ki so v veliki meri povezani z dejavnostmi osebja turistične organizacije. Cilj turistične organizacije naj bo, da s svojimi storitvami zadovoljuje svoje potnike in poskuša celo preseči njihova pričakovanja. Vodstvo in zaposleni se morajo zavedati in posvečati pozornost naslednjim dejavnikom: kakovostno vodenje,ustrezna ponudba, imidž, inovativnost, dostopnost, videz, lokacija, urejenost poslovnih prostorov, prijazno in strokovno osebje.

Ključne besede

kakovost;kakovost storitev;zadovoljstvo strank;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2014
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[K. Potočnik]
UDK:	005.336.3
COBISS:	7285011
Št. ogledov:	1365
Št. prenosov:	157
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	ANALYSIS OF QUALITY OF TURIST AGENCY'S SERVICES
Sekundarni povzetek:	The following diploma thesis presents the quality of the offer, provided by the tourist agency ENZ.ZO and also the passengers’ satisfaction with this offer. The research is based on a survey, which was used to establish the level of customers’ satisfaction with individual components of the service, the quality of service provision and the relationship between the customers and tourist agency ENZ.ZO. The survey was conducted in March 2009. 60 surveys were handed out, however 27 surveys were handed in. The survey has shown that the passengers were generally satisfied with the quality of services, since 11 out of 21 factors of quality were achieved in a better manner than the passengers expected. However, 10 factors have not achieved the expected results. Hence we proposed some solutions and recommendations. The results confirm that the most important factor of the customer satisfaction is the attitude of the tourist agency’s staff. Furthermore, the passengers expect friendliness, neatness, cleanliness, professionalism, and similar factors, which are largely related to the activities of the staff. The aim of the tourist agency should be to satisfy its passengers with its services and even to try to exceed their expectations. Management and employees must be aware of and pay attention to the following factors: quality management, adequate facilities, image, innovation, accessibility, appearance, location and nicely arranged premises, but most of all friendly and professional staff.
Sekundarne ključne besede:	quality;service quality;customer satisfaction;image;tourist agency.;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	71 f.
ID:	8729046