Metrika

  • citati u SCIndeksu: [1]
  • citati u CrossRef-u:[1]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:16
  • preuzimanja u poslednjih 30 dana:12

Sadržaj

članak: 1 od 1  
2017, vol. 65, br. 3-4, str. 245-258
Primena IPA metoda u analizi zadovoljstva gostiju u hotelskim preduzećima
Univerzitet Singidunum, Fakultet za turistički i hotelijerski menadžment, Beograd
Sažetak
Zadovoljstvo gostiju kvalitetom pružene usluge jeste jedan od osnovnih ciljeva kojim hotelska preduzeća teže. Zbog brojnih specifičnosti (neopipljivost, nemogućnost skladištenja, itd) hotelske usluge taj cilj nije lako postići, pa menadžment hotelskih preduzeća ulaže velike napore u procesu identifikacije turističkih potreba, a zatim i prilagođavanju hotelskog proizvoda tim potrebama. Cilj našeg istraživanja je da se identifikuju slabosti i prednosti hotelskog proizvoda analizom ocena gostiju o važnosti (importance) i stvarnom stanju (performance) odabranih atributa. Analizirani su hoteli kategorisani sa četiri i pet zvezdica u Srbiji, odnosno 1308 gostiju koji su boravili u njima. Kako bismo identifikovali slabe tačke koje mogu poslužiti menadžerima za podizanje kvaliteta hotelskog proizvoda, koristili smo IPA metod (Importance-Performance Analysis). Dobijeni rezultati pokazuju da su anketirani gosti generalno zadovoljni onim atributima hotelskog proizvoda koji su im veoma važni, dok to nije slučaj sa manje važnim atributima. Takođe, postoje određene razlike između ocena gostiju koji su boravili u gradskim hotelima u odnosu na goste planinskih i banjskih hotela.
Reference
Ainin, S., Haryati, H.N. (2008) Applying Importance-Performance Analysis to Information Systems: An Exploratory Case Study. Journal of Information, Information Technology, and Organizations (Years 1-3), 3: 095-103
Albayrak, T., Caber, M. (2015) Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques. Tourism Management, 46: 43-50
Azzopardi, E., Nash, R. (2013) A critical evaluation of importance-performance analysis. Tourism Management, 35: 222-233
Barjaktarović, D. (2015) Upravljanje kvalitetom u hotelijerstvu. Beograd: Univerzitet Singidunum
Chang, T.Z., Chen, S.J., Chiou, J.S. (2015) Management leadership behavior and market orientation: The relationship and their effects on organization effectiveness and business performance. u: Marketing, Technology and Customer Commitment in the New Economy, 276-281
Chang, T., Chen, S. (1998) Market orientation, service quality and business profitability: a conceptual model and empirical evidence. Journal of Services Marketing, 12(4): 246-264
Chen, M., Murphy, H.C., Knecht, S. (2016) An Importance Performance Analysis of smartphone applications for hotel chains. Journal of Hospitality and Tourism Management, 29: 69-79
Chen, Y., Lin, S. (2013) Applying Importance-Performance Analysis for Improving Internal Marketing of Hospital Management in Taiwan. International Business Research, 6(4):
Chiou, J., Chang, T. (2009) The Effect of Management Leadership Style on Marketing Orientation, Service Quality, and Financial Results: A Cross-Cultural Study. Journal of Global Marketing, 22(2): 95-107
Coghlan, A. (2012) Facilitating reef tourism management through an innovative importance-performance analysis method. Tourism Management, 33(4): 767-775
Crick, A., Spencer, A. (2011) Hospitality quality: new directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4): 463-478
Crosby, P.B. (1979) Quality is free. New York: McGraw-Hill
Čačić, K. (2010) Poslovanje hotelskih preduzeća. Beograd: Univerzitet Singidunum
Ćosić, M. (2007) Upravljanje kvalitetom turističkih usluga. Beograd: Čigoja štampa
Dabestani, R., Shahin, A., Saljoughian, M., Shirouyehzad, H. (2016) Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA. International Journal of Quality & Reliability Management, 33(2): 160-177
de Nisco, A., Riviezzo, A., Napolitano, M.R. (2015) An importance-performance analysis of tourist satisfaction at destination level: Evidence from Campania (Italy). European Journal of Tourism Research, 10,64-75
Dolinsky, A. (1991) Considering the competition in strategy development: An extension of importance-performance analysis. Journal of Health Care Marketing, 11(1); 31-36
Dwyer, L., Armenski, T., Cvelbar, L.K., Dragićević, V., Mihalic, T. (2015) Modified Importance-Performance Analysis for Evaluating Tourism Businesses Strategies: Comparison of Slovenia and Serbia. International Journal of Tourism Research, 18(4): 327-340
Dwyer, L., Dragićević, V., Armenski, T., Mihalič, T., Knežević, C.L. (2016) Achieving destination competitiveness: an importance-performance analysis of Serbia. Current Issues in Tourism, 19(13): 1309-1336
Grönroos, C. (2001) The perceived service quality concept - a mistake?. Managing Service Quality: An International Journal, 11(3): 150-152
Hadžić, O., Bjeljac, Ž. (2006) Ispitivanje faktora koji utiču na zadovoljstvo turističkim doživljajem turiste-posetioca manifestacija u Novom Sadu. Glasnik Srpskog geografskog društva, vol. 86, br. 2, str. 261-276
Ho, L., Feng, S., Yen, T. (2014) Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan. Journal of Service Science and Management, 07(03): 222-234
Holjevac, A.I. (2002) Upravljanje kvalitetom u turizmu i hotelskoj industriji. Opatija
Jemmasi, M., Strong, K.C., Taylor, S.A. (2011) Measuring Service Quality For Strategic Planning And Analysis In Service Firms. Journal of Applied Business Research (JABR), 10(4): 24
Joseph, M., Allbright, D., Stone, G., Sekhon, Y., Tinson, J. (2005) Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies. International Journal of Financial Services Management, 1(1): 66
Juran, J. (1997) Oblikovanjem do kvaliteta. Beograd: PS Grmeč
Kang, G., James, J. (2004) Service quality dimensions: an examination of Grönroos's service quality model. Managing Service Quality: An International Journal, 14(4): 266-277
Kitcharoen, K. (2004) The importance-performance analysis of service quality in administrative departments of private universities in Thailand. ABAC Journal, 24(3); 20-46
Kosar, L., Rašeta, S. (2005) Izazovi kvaliteta. Beograd: Visoka hotelijerska škola
Kotler, P., Bowen, J., Makens, J. (2010) Marketing u ugostiteljstvu, hotelijerstvu i turizmu. Zagreb: Mate
Lai, L.S.L., To, W.M. (2010) Importance‐performance analysis for public management decision making. Management Decision, 48(2): 277-295
Lee, H. (2015) Measurement of visitors' satisfaction with public zoos in Korea using importance-performance analysis. Tourism Management, 47: 251-260
Levenburg, N.M., Magal, S.R. (2004) Applying Importance-Performance Analysis to Evaluate E-Business Strategies among Small Firms. e-Service Journal, 3(3): 29-48
Linda, S.L.L. (2009) A Competitiveness Analysis of the Convention Tourism of China's Macao Special Administrative Region. World Academy of Science, Engineering and Technology, 600-605; 60
Liu, Y., Jang, S.(Shawn) (2009) Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?. International Journal of Hospitality Management, 28(3): 338-348
Lopes, S.D.F., Maia, S.C.F. (2012) Applying importance-performance analysis to the management of health care services. China-USA Business Review, 11(2)
Luo, C., Gao, H., Gao, C., Ma, W. (2015) An importance-performance analysis of E-service quality. u: International Conference on Logistics, Informatics and Service Sciences (LISS), IEEE, pp. 1-6; July
Magal, S.R., Kosalge, P., Levenburg, N.M. (2009) Using importance performance analysis to understand and guide e‐business decision making in SMEs. Journal of Enterprise Information Management, 22(1/2): 137-151
Miranda, F.J., Chamorro, A., Murillo, L.R., Vega, J. (2010) An Importance-Performance Analysis of Primary Health Care Services: Managers vs. Patients Perceptions. Journal of Service Science and Management, 03(02): 227-234
Pan, F.C. (2015) Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel. Tourism Management, 46: 84-91
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4): 41
Pike, S. (2005) The Use of Repertory Grid Analysis and Importance-Performance Analysis to Identify Determinant Attributes of Universities. Journal of Marketing for Higher Education, 14(2): 1-18
Pyo, S. (2000) Quality Research in Tourism and Hospitality. Journal of Quality Assurance in Hospitality & Tourism, 1(1): 1-12
Renganathan, R. (2011) Service quality in hospitality services: Gap model and factor analysis. European Journal of Social Sciences, 26(2); 159-175
Roy, S.K., Lassar, W.M., Ganguli, S., Nguyen, B., Yu, X. (2015) Measuring service quality: a systematic review of literature. International Journal of Services, Economics and Management, 7(1): 24
Salazar, A., Costa, J., Rita, P. (2010) A service quality evaluation scale for the hospitality sector. Worldwide Hospitality and Tourism Themes, 2(4): 383-397
Seth, N., Deshmukh, S.G., Vrat, P. (2005) Service quality models: a review. International Journal of Quality & Reliability Management, 22(9): 913-949
Sethna, B. (1982) Extensions and testing of importance-performance analysis. Business Economics, 17(4); 28-31
Sever, I. (2015) Importance-performance analysis: A valid management tool?. Tourism Management, 48: 43-53
Sörensson, A., von Friedrichs, Y. (2013) An importance-performance analysis of sustainable tourism: A comparison between international and national tourists. Journal of Destination Marketing & Management, 2(1): 14-21
Sultan, P., Yin, W.H. (2010) Service quality in higher education - a review and research agenda. International Journal of Quality and Service Sciences, 2(2): 259-272
Wang, C., Lee, Y., Chou, H. (2014) An Importance-Performance Analysis of Human Factors for Patient Safety Management Strategy. Journal of Testing and Evaluation, 43(6): 20140120
Ziegler, J., Dearden, P., Rollins, R. (2012) But are tourists satisfied? Importance-performance analysis of the whale shark tourism industry on Isla Holbox, Mexico. Tourism Management, 33(3): 692-701
 

O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/EKOPRE1704245K
objavljen u SCIndeksu: 29.08.2017.