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Hotellverksamheter på Makarska rivieran: en undersökning av dess kvalitet, servicenivå och tillgänglighet
Södertörn University, School of Business Studies.
Södertörn University, School of Business Studies.
2012 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Background and problem: In Croatia, the hotel industry has undergone difficult and unstable conditions since the 90s. Since 2001, however the results in the sector has improved due to increased investment in the renovation of facilities and construction of new hotels.

Purpose: The study aims to examine hotel operations on the Makarska Riviera on the basis of tourist business perspective, and examine its quality, service and accessibility.

Method: In this study we used a qualitative approach. The survey was conducted through structured interviews and a non-participant observation.

Result and conclusions: Satisfied and fulfilled employees, in turn that the hotels will have satisfied customers and may have profitable operations. Many hotels aim at constantly working to improve profitability and customer satisfaction. When measuring customer satisfaction, many hotel owners felt that the service is good and that they have received a good response from their guests. The hotels that were observed were nice and clean inside and out. A majority of the hotels were renovated and looked fashionable in and out with fine furnishings in the lobby and restaurant. Availability was good in both the plant itself and around it. All hotels were located near the beach, town center and bus stops. The people interviewed believe that accessibility to and from the hotels, airport is good with a well developed infrastructure. In conclusion, we note that the Makarska hotel operations in general maintains its facilities and, overall, a good quality standard and service. Most hotels are well planned and are strategically located. Hotel operators in general are continually working to improve quality through training their staff and follow up of their customers' perceived expectations.

Place, publisher, year, edition, pages
2012. , 37 p.
Keyword [en]
hotel operations, service, quality, accessibility
Keyword [sv]
hotellverksamhet, service, kvalitet, tillgänglighet
National Category
Economics and Business
URN: urn:nbn:se:sh:diva-16907OAI: diva2:545417
Subject / course
Tourism Studies
Social and Behavioural Science, Law
Available from: 2012-08-20 Created: 2012-08-20 Last updated: 2012-08-20Bibliographically approved

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