Odnos slovenskih porabnikov do animacije kot dela storitvene ponudbe v turističnih agencijah : diplomsko delo

Chavleska, Emilija (author), Golob, Urša (mentor)

S tem diplomskim delom sem želela raziskati, kakšen je odnos slovenskih porabnikov do animacije kot dela ponudbe v turističnih agencijah. Ali animacija kot taka in njena kakovost vplivajo na zadovoljstvo potrošnikov in ali to vpliva na ponovno izbiro hotela/resorta? S pomočjo zastavljenih hipotez, ki sem jih preverjala skozi spletni vprašalnik 1KA, sem odgovorila na zgoraj omenjena vprašanja. S pomočjo multiple regresijske analize sem ugotovila, da je kakovost animacije pomemben dejavnik za zadovoljstvo potrošnikov s hotelom/resortom, pa tudi to, da je zadovoljstvo pomemben dejavnik za ponovno izbiro hotela/resorta. Kakovost animacije pa na ponovno izbiro hotela/resorta vpliva le posredno, prek zadovoljstva. Moja raziskava kaže, kako pomembne so za goste dodatne storitve, kot je animacija, ki jih ponujajo hoteli in resorti.

• Language: Slovenian
• Keywords: porabniki, turizem, zadovoljstvo potrošnika, kakovost animacije, ponovna izbira
• Work type: Bachelor thesis/paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: FDV - Faculty of Social Sciences
• Place of publishing: Ljubljana
• Publisher: [E. Chavleska]
• Year: 2020
• Number of pages: 98 str.
• PID: 20.500.12556/RUL-117276
• UDC: 338.48(497.4)(043.2)
• COBISS.SI-ID: 22271747
• Publication date in RUL: 04.07.2020

Secondary language

• Language: English
• Title: Attitude of Slovenian consumers towards animation as part of the service offer in tourist agencies

Abstract

In this thesis I wanted to explore the attitude of Slovenian consumers towards animation as part of the service offer in tourist agencies. Does the animation as such and its quality, affect consumer satisfaction and does this affect the re-selection of the hotel/resort. With the help of the set hypothesis, which I tested through the online questionnaire 1KA, I answered the questions above. Using multiple regression analysis, I found out that the quality of the animation is an important factor for consumer satisfaction with the hotel/resort as well as that satisfaction is an important factor for a repeated choice of a hotel/resort. The quality of the animation does not directly affect the repeated choice of the hotel/resort. Rather, its influence is mediated by consumer satisfaction. My research shows that additional services such as animation that complement the basic service of a hotel/resort are very important for hotel guests.

• Keywords: consumers, tourism, consumer satisfaction, quality of animation, re-selection