Mucunska, Dafinka (2023) ИСТРАЖУВАЊЕ НА ВЛИЈАНИЕТО НА КВАЛИТЕТОТ ВРЗ УСПЕШНОСТА НА ДЕЛОВНИТЕ СУБЈЕКТИ ВО УГОСТИТЕЛСТВОТО. Doctoral thesis, University "St.Kliment Ohridski" - Bitola.
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Abstract
The purpose of this research is to identify the impact of quality on the success of the hospitality business in the hotel segment, by using a real example, a case study of Manastir Hotel, Berovo.
The research model was developed based on extensive research of domestic and foreign literature, i.e. according to the most important models for measuring the quality of the service, processes and offer in hospitalitysector, precisely in the hotel industry.
Following the example of these models, but also with the help of the very significant practical experience of the researcher, the research tools that were used, were tested in practice, as a basis for this research paper. The central place in the research models is occupied by the success of the hotel business, which is conditioned by the quality of the service and offer, actually by the used quality standards, and practiced quality management and its control.
The research, which was very intensive, was conducted from December 2022 to May 2023. The researcher used secondary, but also a large amount of primary data, up to which came by researching the literature and directly through own experience and research.
In the own research was used a complex research approach, which contained several types of research strategy: case study, action research, survey, archival research and comparative analysis.
Descriptive statistics were used to analyze and process the results of the research, which showed that the used standards in the hotel industry are a prerequisite for quality and that quality management and its control, are must, for the establishment of continuous quality and the affects of this, on the success of the hotel business.
The research also has several limitations that should be taken into consideration and due to which the results cannot be generalized. That is, the size of the examined sample
used in the research methods, the small geographical area, the narrow time frame of the conducted research and the seasonal difference in the operation of the hotels in correlation with the time of the conducted research. Despite the mentioned limitations, the conducted research provides significant theoretical and empirical implications.The tested models provided a reliable basis for future research on the impact of quality on business performance, both at the individual hotel business level and at the level of the entire hotel industry.
Keywords: hospitality, hotel, quality standards, quality management, quality control, quality continuity, business success
| Item Type: | Thesis (Doctoral) |
|---|---|
| Subjects: | Scientific Fields (Frascati) > Social Sciences > Other social sciences |
| Divisions: | Doctoral Dissertations |
| Depositing User: | M-r Bojan Mihajlovski |
| Date Deposited: | 30 Oct 2023 08:50 |
| Last Modified: | 30 Oct 2023 08:50 |
| URI: | https://eprints.uklo.edu.mk/id/eprint/8899 |
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