Kvantitativna analiza emocionalnog doživljaja gostiju u restoranima Opatijske rivijere
| Autor: | Suzana Marković, Sanja Raspor Janković, Matina Gjurašić |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Service quality
media_common.quotation_subject Sample (statistics) Research findings Riviera Quantitative analysis (finance) kvaliteta usluga zadovoljstvo lojalnost emocije restorani Opatijske rivijere kvantitativna analiza Loyalty Experience economy service quality satisfaction loyalty emotions Opatija Riviera restaurants quantitative analysis Customer satisfaction Business Marketing kvaliteta usluga zadovoljstvo lojalnost emocije restorani Opatijske rivijere kvantitativna analiza media_common |
| Zdroj: | Oeconomica Jadertina Volume 11 Issue 1 |
| ISSN: | 1848-1035 1848-4956 |
| Popis: | U ekonomiji doživljaja ljudi više ne kupuju proizvode i usluge, nego iskustva koja im pružaju snažne emocionalne i iskustvene reakcije. Iako se koncepti kvalitete usluga i zadovoljstva klijenta istražuju niz godina, i dalje se nalaze u fokusu znanstvenih i stručnih istraživanja. Međutim, malo je radova koji mjere i istražuju emocionalni doživljaj gostiju u restoranima. Stoga je cilj ovoga rada iscrpno analizirati dosadašnja istraživanja koja se bave ovim konceptima i razviti instrument DINEXPE za mjerenje emocionalnog doživljaja gostiju u restoranu. U tu svrhu razvijen je upitnik koji se sastoji od 35 varijabli, a u analizi prikupljenih podataka primijenjene su metode statističke analize. Uzorak čini 195 gostiju restorana koji su posjetili astronomski festival u Lovranu (Opatijska rivijera) u travnju 2018. godine. Rezultati ovoga istraživanja pomoći će voditeljima restorana u hrvatskom turizmu, pa i šire, u razumijevanju svojih gostiju te u dizajniranju kvalitete usluga koja će biti u skladu s njihovim očekivanjima. Experience economy is not about people buying products and services. Instead, they buy experiences that lead to strong emotions and reactions. Although service quality and customer satisfaction concepts have been under study for many years, they are still in the focus of scientific and practical research. However, there is a small number of studies that aim to measure and research customers’ emotional experience in restaurants. The main purpose of the present study is to analyse previous researches regarding these concepts, and to develop an instrument DINEXPE for measuring customers’ emotional experience in restaurants. For this purpose, measurement instrument with 35 variables was created and data was analysed using statistical methods. The sample consists of 195 restaurant customers who visited Lovran gastronomic festival (Opatija Riviera, Croatia) in April 2018. The research findings can be useful to restaurant managers to better understand their guests in designing service quality that meets guests’ expectations. |
| Databáze: | OpenAIRE |
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