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undergraduate thesis
Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista
2020. urn:nbn:hr:191:318429
Rašan, Dora
University of Rijeka
Faculty of Tourism and Hospitality Management

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Rašan, D. (2020). Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista (Undergraduate thesis). Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management. Retrieved from https://urn.nsk.hr/urn:nbn:hr:191:318429

Rašan, Dora. "Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista." Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2020. https://urn.nsk.hr/urn:nbn:hr:191:318429

Rašan, Dora. "Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista." Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2020. https://urn.nsk.hr/urn:nbn:hr:191:318429

Rašan, D. (2020). 'Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista', Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, accessed 24 July 2024, https://urn.nsk.hr/urn:nbn:hr:191:318429

Rašan D. Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista [Undergraduate thesis]. Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management; 2020 [cited 2024 July 24] Available at: https://urn.nsk.hr/urn:nbn:hr:191:318429

D. Rašan, "Primjena DAILYSERV ljestvice u mjerenju zadovoljstva turista", Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:191:318429

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Metadata
TitlePrimjena DAILYSERV ljestvice u mjerenju zadovoljstva turista
Title (english)Application of DAILYSERV scale in tourist satisfaction measurement
AuthorDora Rašan
MentorSuzana Marković (mentor)
GranterUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Opatija
Defense date and country2020-07-17, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Dnevne ture predstavljaju vrstu paket aranžmana koji ne traje duže od 24 sati i ne uključuje noćenje u turističkoj destinaciji. Ovaj oblik aranžmana od iznimnog je značaja za poslovanje putničkih agencija i turoperatora jer donosi znatan izvor prihoda, a za lokalne putničke agencije uglavnom je i jedini izvor prihoda. Putničke agencije i turoperatori organizatori su putovanja te oni putnicima nude usluge prijevoza, turističkog vođenja, hrane i pića te dodatne aktivnosti. Cilj empirijskoga istraživanja je ispitati razinu kvalitete usluge i stupanj zadovoljstva turista dnevne ture. Primjenom modificirane DAILYSERV ljestvice izvršena je analiza zadovoljstva posjetitelja prijevozom i vozačem, turističkim vodičem, hranom i pićem te ukupnom kvalitetom pružene usluge na dnevnoj turi, kao i analiza zadovoljstva posjetitelja dodatnim aktivnostima na dnevnoj turi i analiza budućih namjera posjetitelja dnevne tura. Istraživanje je provedeno online anketnim upitnikom u periodu od 31. ožujka do 6. travnja 2020. godine u Međimurskoj županiji. Rezultati istraživanja ukazuju da turisti varijable unutar dimenzije turistički vodič vrednuju s najvišim ocjenama (6,46), dok je najniže ocjenjena dimenzija hrana i piće (5,85). Dimenzije koje se odnose na sveukupnu kvalitetu, sveukupno zadovoljstvo i bihevioralne namjere ocjenjene su od strane turista u rasponu od 5,99 do 6,29. Obzirom da su turisti pri ocjenjivanju koristili Likertovu ljestvicu od 7 stupnjeva, moguće je zaključiti da je prisutan visok stupanj zadovoljstva turista pruženim uslugama na dnevnoj turi. U literaturu je zastupljen mali broj ovakvih istraživanja te bi se buduća istraživanja trebala usmjeriti na ispitivanje razine zadovoljstva posjetitelja dnevnih tura. Ovakva istraživanja imaju velik značaj za putničke agencije i turoperatore koji uz pomoć dobivenih rezultata istraživanja mogu unuaprijediti kvalitetu svojih usluga.
Abstract (english)
Day tours are a type of package tour, that does not last longer than 24 hours and does not include overnight stays in a tourist destination. This form of arrangement is extremely important for the business of travel agencies and tour operators because it brings a significant source of revenue and for local travel agencies it is usually, for the most part the only source. Travel agencies and tour operators are travel organizers and they offer passengers services such as transport, tourist guidance, food and beverage services and additional activities. The aim of the empirical research is to examine the level of service quality and the degree of tourists’ satisfaction of daily tours. Application of the modified DAILYSERV scale allowed the analysis of tourists’ satisfaction with transport and driver, tourist guide, food and beverage and the overall quality of service provided on the daily tour, as well as an analysis of tourist satisfaction with additional activities on the daily tour and analysis of future intentions of tourists. The research was conducted by using an online survey questionnaire in the period from March 31. to April 6. 2020. in Međimurje County. According to the results of the research, the variables within dimension “the tourist guide” are highest-rated (6.46), while the lowest-rated dimension is “food and baverages” (5.85). Dimensions related to overall quality, overall satisfaction, and behavioral intentions were rated by tourists ranging from 5.99 to 6.29. Considering that the tourists used the Likert scale of 7 degrees in the evaluation, it is possible to conclude that there is a high degree of satisfaction of tourists with the services provided on the day tour. A small number of research studies like this are represented in the literature, so future research should be focused on examining the level of tourist satisfaction in regards to day tours. Also, such research of daily tours is of great value for travel agencies and tour operators as they can use the obtained results of empirical research to improve the quality of their services.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:191:318429
Study programmeTitle: Business Economics in Tourism and Hospitality; moduls: Entrepreneurship in Tourism and Hospitality, Tourism Management, Hospitality Management, International Tourism and Hospitality Management, Event and Leisure Management; specializations in: Entrepreneurship in Tourism and Hospitality, Tourism Management, Hospitality Management, International Tourism and Hospitality Management,, Event and Leisure Management, OPATIJA
Course: Tourism Management
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
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Created on2021-04-06 12:52:36