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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 22 October 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 October 22] 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
MentorMilena Kužnin (mentor)
Committee memberRebecca Charry (predsjednik povjerenstva)
GranterRIT Croatia
Dubrovnik
Defense date and country2018-05-02, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
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.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:181297
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
Created on2018-07-04 09:23:01