ZADOVOLJSTVO UPORABNIKOV TURISTIČNIH STORITEV

• Main Author: Stanonik, Tana
• Other Authors: Šprajc, Polona
• Format: Bachelor Thesis
• Language: Slovenian
• Published: 2015
• Subjects: turizem; zadovoljstvo; turist; Kefalonija; tourism; satisfaction; tourist; Cephalonia; sami
• Online Access: https://dk.um.si/IzpisGradiva.php?id=48020; https://dk.um.si/Dokument.php?id=71722&dn=; http://www.cobiss.si/scripts/cobiss?command=DISPLAY&base=cobib&rid=7468563&fmt=11

Zadovoljstvo uporabnikov turističnih storitev je eden ključnih dejavnikov za uspešno poslovanje ponudnikov turističnih storitev. V teoretičnem delu diplomske naloge smo na kratko razjasnili glavna pojma turizem ter zadovoljstvo. Opisali smo nekaj dejavnikov, ki vplivajo na zadovoljstvo uporabnikov turističnih storitev. Govorimo o kakovosti storitev v turizmu, nakupnem vedenju turistov ter o lojalnosti turistov. Opisali smo tudi samo merjenje zadovoljstva turistov ter razjasnili kako se v turizmu ravna s pritožbami. V raziskovalnem delu pa smo s pomočjo ankete, ki smo jo uporabili za anketiranje slovenskih turistov, ki so počitnikovali na grškem otoku Kefalonija v poletni sezoni 2013, odgovorili na zastavljena raziskovalna vprašanja. Zanimalo nas je predvsem ali so bili turisti s svojimi počitnicami zadovoljni, katere skupine turistov je lažje zadovoljiti kot druge ter ali so si tisti turisti, ki niso bili zadovoljni, za to krivi sami. Raziskali smo tudi kakšno vlogo ima organizator počitnic pri samem zadovoljstvu svojih uporabnikov ter kako se rešujejo težave, ki nastanejo med počitnicami. Customer satisfaction with tourist services is one of the key factors for successful business performance of tourist service providers. In the theoretical part of this thesis we briefly clarified the main concepts of tourism and satisfaction. We described some of the concepts that affect customer satisfaction with tourist services, such as quality of services in tourism, buying behavior of tourists and tourist loyalty. We also explained the system of measuring customer satisfaction in tourism and clarified how they deal with complaints in tourism. In the research part of the thesis we used a survey to question Slovenian tourists that were spending their vacation on the Greek island of Cephalonia in the summer season of 2013. With that survey we answered our research questions. We were mostly interested in the satisfaction of tourists with their vacation, which groups of tourist are the easiest to satisfy and if the tourists that were not satisfied, have themselves to blame for it. We also researched how important is the tour operator for guest satisfaction and how the problems, that appear on vacation, are solved.