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A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik
Ana Maria Trojić (2018)
RIT Croatia
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Trojić, A. M. (2018). A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik (Undergraduate thesis). Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:181297

Trojić, Ana Maria. "A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik." Undergraduate thesis, RIT Croatia, 2018. https://urn.nsk.hr/urn:nbn:hr:229:181297

Trojić, Ana Maria. "A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik." Undergraduate thesis, RIT Croatia, 2018. https://urn.nsk.hr/urn:nbn:hr:229:181297

Trojić, A. M. (2018). 'A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik', Undergraduate thesis, RIT Croatia, accessed 19 February 2019, https://urn.nsk.hr/urn:nbn:hr:229:181297

Trojić AM. A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2018 [cited 2019 February 19] Available at: https://urn.nsk.hr/urn:nbn:hr:229:181297

A. M. Trojić, "A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik", Undergraduate thesis, RIT Croatia, Dubrovnik, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:229:181297

Metadata
TitleA Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik
AuthorAna Maria Trojić
Mentor(s)Milena Kužnin (thesis advisor)
Abstract
The primary goal of this research project was to assess service quality in Dubrovnik fine dining restaurants, more specifically to analyze the importance of specific service quality elements from three perspectives ; restaurant customers’, managers’ and employees’. Five service quality dimensions were measured; tangibles, reliability, responsiveness, assurance and empathy. Modified DINESERV model was used to develop a questionnaire for conducting this research. Results of this questionnaire indicated that there is a significant gap between managers’, employees’ and customers’ perceptions on the importance of service quality elements in Dubrovnik fine dining restaurants. In addition, this research suggested that managers overrate the importance of service quality elements while employees underrate the importance of these elements when compared to customers. Customers and employees ranked reliability as the most important service quality element for restaurant industry while managers ranked responsiveness element of service quality as the most important element, which is a new finding provided by this research.
Committee MembersRebecca Charry (committee chairperson)
GranterRIT Croatia
PlaceDubrovnik
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Trade and Tourism
Study programme typeprofessional
Study levelundergraduate
Study programmeService Management
Academic title abbreviationbacc. oec.
Genreundergraduate thesis
Language English
Defense date2018-05-02
Parallel keywords (Croatian)service quality fine dining service quality elements gaps model service quality perceptions
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:229:181297