Title Multivarijatna statistička analiza zadovoljstva klijenta u hotelskoj industriji : doktorska disertacija Author Sanja Raspor Janković Mentor Suzana Marković (mentor)Committee member Maja Biljan-August (predsjednik povjerenstva)Committee member Ivanka Avelini-Holjevac (član povjerenstva)Committee member Suzana Marković (član povjerenstva)Committee member Vlado Galičić (član povjerenstva)Granter University of Rijeka Defense date and country 2012-01-01, Croatia Scientific / art field, SOCIAL SCIENCES Universal decimal classificationUDC ) 330 - Economics. Economic science Abstract Svrha je ove doktorske disertacije teorijski i empirijski istražiti koncept zadovoljstva klijenta, s posebnim osvrtom na turizam i hotelsku industriju. Glavni su ciljevi istraživanja: (a) definirati koncept zadovoljstva klijenta, njegove prethodnice i posljedice, (b) objasniti postojeću metodologiju za mjerenje koncepta zadovoljstva klijenta, (c) oblikovati konceptualni, standardizirani i cjeloviti model za mjerenje zadovoljstva hotelskih gostiju, primjenom
... More metodologije modela indeksa zadovoljstva klijenta, (d) primijeniti metode multivarijatne statističke analize, (e) izmjeriti percipiranu kvalitetu usluge, imidž hotela, percipiranu vrijednost, zadovoljstvo klijenta i lojalnost klijenta, teanalizirati uzročno-posljedične odnose između ovih koncepata, (f) testirati valjanost, pouzdanost i prikladnost konceptualnog modela za mjerenje zadovoljstva klijenta u hotelskoj industriji. Oblikovan je modificirani model indeksa zadovoljstva klijenta koji se temelji na Američkom indeksu zadovoljstva klijenta (ACSI), Europskom indeksu zadovoljstva klijenta (ECSI) i Norveškom barometru zadovoljstva klijenta (NCSB). Model sadrži pet koncepata. Zadovoljstvo klijenta je središnji koncept u modelu, percipirana kvaliteta usluge, imidž hotela i percipirana vrijednost predstavljaju prethodnice, a lojalnost klijenta posljedicu u modelu. Empirijsko istraživanje provedeno je u 15 hotela na Opatijskoj rivijeri. U svrhu ostvarenja ciljeva istraživanja i testiranja postavljenih hipoteza korištene su metode deskriptivne analize, t-test, analiza varijance, faktorska analiza, analiza pouzdanosti, višestruka regresija i modeliranje strukturalnim jednadžbama. U obradi podataka korištena su dva statistička paketa, SPSS i LISREL. Analiza je provedena na uzorku od 336 ispravno ispunjena anketna upitnika. Rezultati ukazuju na: (a) značajan utjecaj pojedinih demografskih varijabli na ocjenu percipirane kvalitete, imidža hotela, percipirane vrijednosti, zadovoljstva i lojalnosti klijenta, (b)četiri faktora (dimenzije) zadovoljstva pojedinim elementom hotelske ponude, (c) utjecaj dimenzija zadovoljstva pojedinim elementom hotelske ponude na ukupno zadovoljstvo hotelskom uslugom, (d) dobru valjanost, pouzdanost i prikladnost testiranog konceptualnog modela indeksa zadovoljstva hotelskih gostiju, (e) direktnu, pozitivnu i značajnu povezanost percipirane kvalitete i imidža hotela sa zadovoljstvom hotelskih gostiju, te direktan, pozitivan i značajan utjecaj zadovoljstva klijenta na lojalnost klijenta. IIIIstraživanje ima nekoliko ograničenja koje treba uzeti u obzir prilikom generalizacije rezultata. Nedostatke istraživanja mogu predstavljati veličina uzorka, ograničeno, relativno malo geografsko područje istraživanja, kratko i specifično vremensko razdoblje u kojem je provedeno istraživanje, ograničen broj koncepata i varijabli uključenih u testirani konceptualni model. Ova doktorska disertacija pridonosi postojećoj literaturi o konceptu zadovoljstva klijenta općenito, a posebno o primjeni metoda multivarijatne statističke analize zadovoljstva klijenta u turizmu i hotelskoj industriji. Doprinos istraživanja može se promatrati u konceptualnom, empirijskom i praktičnom smislu. Konceptualni model pruža valjanu i pouzdanu osnovu za buduća istraživanja i za kontinuirano praćenje i poboljšanje zadovoljstva klijenta u hotelskoj industriji u Hrvatskoj. Less Abstract (english) The main purpose of this doctoral dissertation is to theoretically and empirically examine customer satisfaction, with special implication in tourism and hospitality industry. The study aims to: (a) define the concept of customer satisfaction, its antecedents and consequences, (b) analyze the existing methodology for measuring customer satisfaction, (c) develop a conceptual, standardized and holistic model for the measurement of hotel guest satisfaction, using customer
... More satisfaction index model methodology, (d) conduct multivariate statistical analysis,(e) measure perceived service quality, hotel image, perceived value, customer satisfaction and customer loyalty, as well as identify causal relationships between these concepts, (f) test the validity, reliability and goodness-of-fit of the conceptual model for measuring customer satisfaction in hotel industry. A modified customer satisfaction index model was developed based on American, European and Norwegian Customer Satisfaction Indices. The model includes five concepts. Customer satisfaction is the central concept, perceived service quality, hotel image and perceived value represent antecedents and loyalty is a consequent in the conceptual model. The empirical data were collected in 15 hotels in the Opatija Riviera. To meet study objectives and to test the proposed hypotheses, descriptive statistical analysis, t-test, analysis of variance, factor analysis, reliability analysis, multiple regression analysis and structural equation modeling were performed, using statistical packages SPSS and LISREL. Data analysis was conducted on 336 valid questionnaires. The results indicate: (a) significant influence of some demographic variables on perceived service quality, hotel image, perceived value, customer satisfaction and customer loyalty evaluations, (b) four-factor structure of customer attribute satisfaction with hotel services, (c) theimpact of customer attribute satisfaction dimensions on overall customer satisfaction with hotel stay, (d) good validity, reliability and fit of developed and tested hotel guest satisfaction index model, (e) direct, positive and significant influence of perceived service quality and hotel image on hotel guest satisfaction, as well as direct, positive and significant impact of hotel guest satisfaction on customer loyalty. VThe study has several limitations. The results may not be generalizable because of the small sample size, limited, relatively small geographic area, short and specific time period in which the research was conducted, limited number of concepts and variables that were included in conceptual model. This doctoral dissertation contributes to the existing literature of customer satisfaction concept in general, and to multivariate statistical analysis of customer satisfaction in tourism and hospitality industry in particular. It has conceptual, empirical and practical implications. The developed model provides valid and reliable basis for future research and for continuous monitoring and improvement of customer satisfaction in Croatian hotel industry. Less Keywords
zadovoljstvo klijenta
mjerenje
model indeksa zadovoljstva klijenta
multivarijatna statistička analiza
modeliranje strukturalnim jednadžbama
hotelska industrija.
Keywords (english)
customer satisfaction
measurement
customer satisfaction index model
multivariate statistical analysis
structural equation model
hotel industry.
Language croatian URN:NBN urn:nbn:hr:188:608279 Promotion 2012-01-18 Study programme Title: Business Administration in Tourism and Hospitality Catalog URL https://libraries.uniri.hr/cgi-bin/ucat/unilib.cgi?form=D1130122022 Type of resource Text Extent 31418 str; 30 cm File origin Born digital Access conditions Closed access Terms of use Created on 2017-01-19 17:45:15
