Title (srp)

Uticaj zadovoljstva zaposlenih na neopipljive komponente kvaliteta usluga u hotelijerstvu

Author

Perić, Goran, 1980-

Contributor

Pavlović, Nebojša, 1958-
Đorđević, Biljana, 1968-
Sekulić, Dejan, 1983-
Milovanović, Vesna, 1984-

Description (srp)

Zaposleni imaju važnu ulogu u hotelijerstvu, imajući u vidu da se hotelske uslugepružaju direktno i lično, kao i da između zaposlenih i gostiju postoji visok nivointerakcija koje se u značajnoj meri odražavaju na percepciju kvaliteta usluga. Da bise osiguralo pružanje kvalitetnih usluga, hotelske organizacije moraju imatizadovoljne zaposlene. Zadovoljstvo zaposlenih i kvalitet usluga opsežno suistraživani u uslužnim delatnostima, ali je svega nekoliko studija razmatrano ukontekstu hotelijerstva, koje su uglavnom bazirane na konceptu zadovoljstva gostiju,dok su izostala istraživanja o konceptu kvaliteta usluga kao višedimenzionalnogkonstrukta. Kao rezultat toga, cilj istraživanja doktorske disertacije je da se naosnovu teorijsko-metodološkog i empirijskog istraživanja identifikuje uticajzadovoljstva zaposlenih na kvalitet usluga u hotelijerstvu i to, pre svega, naneopopljive komponente kvaliteta usluga koje su najvažnije u oceni kvaliteta, imajućiu vidu da se zaposleni nameću kao ključna odrednica kvaliteta usluga.Empirijsko istraživanje je sprovedeno u periodu od januara 2020. godine do juna 2021.godine u 93 hotela u Republici Srbiji. Prikupljanje primarnih podataka vršeno jeanketiranjem, a zbog ispitivanja uticaja zadovoljstva zaposlenih na percipiranikvalitet usluga, istraživanje je sprovedeno na dva uzorka, zaposlene i goste hotela. Uistraživanju je učestvovalo 481 zaposlenih i 478 gostiju. Rezultati deskriptivnestatističke analize pokazuju ambivalentnost po pitanju zadovoljstva zaposlenih ivisoku percepciju gostiju o kvalitetu usluga koje zaposleni pružaju. Sa druge strane,rezultati testiranja hipoteza potvrdili su značajan i pozitivan uticaj zadovoljstvazaposlenih na percipirani kvalitet usluga u hotelijerstvu i pojedinačne neopipljivekomponente kvaliteta usluga kao što su pouzdanost, odgovornost i sigurnost. Na osnovurezultata potvrđene su statistički značajne razlike u zadovoljstvu zaposlenih uzavisnosti od nivoa njihovog obrazovanja. Predstavljena su ograničenja istraživanjakoja treba uzeti u obzir prilikom tumačenja rezultata doktorske disertacije.Teorijski doprinos doktorske disertacije ogleda se u empirijskoj verifikacijiefekata zadovoljstva zaposlenih na percipirani kvalitet usluga u hotelijerstvu ipojedinačne neopipljive komponente kvaliteta usluga kao što su pouzdanost,odgovornost i sigurnost. Rezultati doktorske disetacije pružaju i brojne praktičneimplikacije za menadžere u hotelijerstvu.

Description (srp)

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Description (eng)

Employees have an important role in the hotel industry, considering that hotel services aredelivered directly and in person and that there is a high level of interaction between employeesand guests, which is significantly reflected in the perception of service quality. In order to makesure high-quality services, hotel organizations must have satisfied employees. Employeesatisfaction and service quality have been extensively researched in service industries, but onlya few studies have been considered in the hotel industry context, and they are mainly based onthe concept of guest satisfaction, while research on the service quality concept as amultidimensional construct was lacking. As a result, the aim of this doctoral dissertationresearch is to identify the impact of employee satisfaction on service quality in the hotel industrybased on theoretical, methodological, and empirical research, primarily on the intangiblecomponents of service quality that are the most important in quality assessment, consideringthat employees are imposed as the key determinant in service quality.The empirical research was conducted in the period from January 2020 to June 2021 in 93 hotelsin the Republic of Serbia. The collection of primary data was performed through surveys, anddue to the investigation of the employee satisfaction impact on the perceived quality of services,the survey was conducted on two samples - employees and hotel guests. 481 employees and478 guests participated in the research. The results of the descriptive statistical analysis showambivalence in terms of employee satisfaction and high perception of guests about the servicequality. On the other hand, the results of hypothesis testing confirmed the significant andpositive impact of employee satisfaction on the quality of hotel services and the individualintangible components of service quality, such as reliability, responsiveness, and assurance.Based on the results, statistically significant differences in employee satisfaction wereconfirmed depending on their level of education. The limitations of the research that should betaken into account when interpreting the results of the doctoral dissertation are presented.The theoretical contribution of the doctoral dissertation is reflected in the empirical verificationof the effects of employee satisfaction on the quality of services in the hotel industry and theindividual intangible components of service quality, such as reliability, responsiveness, andassurance. The results of the doctoral dissertation also provide a number of practicalimplications for managers in the hotel industry.

Object languages

Serbian

Date

2021

Rights

Creative Commons License
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CC BY 3.0 AT - Creative Commons Attribution 3.0 Austria License.

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Identifiers