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undergraduate thesis
Do managers know it?: Service gaps in Dubrovnik casual dining
2019. urn:nbn:hr:229:673688
Kocijan, Renato
RIT Croatia

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Kocijan, R. (2019). Do managers know it?: Service gaps in Dubrovnik casual dining (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan, Renato. "Do managers know it?: Service gaps in Dubrovnik casual dining." Undergraduate thesis, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan, Renato. "Do managers know it?: Service gaps in Dubrovnik casual dining." Undergraduate thesis, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan, R. (2019). 'Do managers know it?: Service gaps in Dubrovnik casual dining', Undergraduate thesis, RIT Croatia, accessed 06 December 2024, https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan R. Do managers know it?: Service gaps in Dubrovnik casual dining [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2019 [cited 2024 December 06] Available at: https://urn.nsk.hr/urn:nbn:hr:229:673688

R. Kocijan, "Do managers know it?: Service gaps in Dubrovnik casual dining", Undergraduate thesis, RIT Croatia, Dubrovnik, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:229:673688

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Metadata
TitleDo managers know it?: Service gaps in Dubrovnik casual dining
AuthorRenato Kocijan
MentorDomagoj Nikolić (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2019-04-28, Croatia
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Interdisciplinary Humanistic Studies
Abstract
The expectation-perception gap is present in all service industries and restaurants are especially affected. The gap can negatively impact their operations and discourage customers to return in the long-run. By using Kano Model, this paper researches expectations and perceptions of service quality of the local patrons and service providers in the context of Dubrovnik fast casual dining restaurants. A questionnaire was distributed to 102 locals and 10 service providers in order to find out how they rate certain service quality aspects. The results have shown that gaps do exist, particularly between the one-dimensional and attractive attributes. Therefore, service providers should keep an eye on the trends and collect customers data in order to improve the service quality through personalization and keep customer returning in the long-term.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:673688
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 useLicence In copyright icon
Created on2019-06-21 13:03:49