ABSTRACT
Purpose - The paper focuses on guest satisfaction and service process improvement, considering the importance of quality elements as an important factor for differentiation in the market. The purpose of this article is to identify the differences in the attitudes of domestic and foreign guests who have stayed in homestay accommodation. As part of the research, an importance-performance analysis was conducted to compare the importance of and satisfaction with quality elements among domestic and foreign guests. Design - Primary research was conducted in September 2020 in 10 counties of the Republic of Croatia. A total of 168 valid questionnaires were collected. The sample consists of guests from 17 countries who were accommodated in homestay accommodation. Methodology - For this article, importance-performance analysis (IPA) was performed and the importance of, and satisfaction with, each quality element was presented in an IPA matrix. By analysing the position of the quality elements in the matrix, it is possible to identify future strategies and improvements that need to be implemented to meet the needs of guests. Approach - The study analyses 20 quality elements in two IPA matrices, one for domestic guests, and one for foreign guests. Each matrix has four quadrants: "Concentrate here", "Keep up the good work", "Low priority" ", and "Possible overkill". Findings - The results show that there are differences between domestic and foreign guests in their perceptions of satisfaction with and importance of quality elements. The results of the conducted IPA provide guidelines for improving certain areas in the service delivery process in accordance with guest preferences. The research has several limitations, mainly the sample size and the fact that the study was conducted during the COVID-19 pandemic. Originality of the research - The results show the peculiarities of guests staying in homestay accommodation and highlight the differences in perception depending on the origin of the guests. The findings provide clear guidance for practitioners by identifying elements of service quality that are important to domestic and international guests. This provides the basis for creating services tailored to guests' needs and expectations.
ABSTRACT
The purpose of the study is to investigate the challenges of the Covid-19 pandemic on the event industry in the Republic of Croatia and to offer proposals for adjustments for the bearers of this industry. In this context, a survey was conducted on a sample of 31 respondents, members of the Community of Events Industry at the Croatian Chamber of Commerce. For the needs of empirical research, and based on relevant previous research (Professional Convention Management Association - PCMA, 2021;software company CVENT Inc., 2020;and platform for virtual events LYYTI, 2020), a survey questionnaire was constructed. The data were collected using the online survey method in August 2021, and processed using appropriate descriptive statistics procedures. The study's findings point to the initial fragility and unpreparedness of the event industry for the challenges associated with the Covid-19 pandemic, given the number of cancelled and delayed events, severe declines in operating revenues, necessary layoffs, etc. Despite the initial high sensitivity, respondents ultimately showed determination and resilience in exceptional business circumstances and feel largely ready for the challenges associated with the current pandemic. However, they are sceptical of new technological solutions and show a relatively weak ambition to integrate virtual technology into existing conventional events. They see the future of the event industry in a reliable concept of conventional events, with hybrid form as a suitable combination of virtual and conventional events. This research makes a new step forward in advancing theoretical knowledge and contributes to the literature in the field of the event industry, explicitly focusing on its resilience to external shocks caused by the Covid-19 pandemic. In practical terms, the results imply adaptation proposals for event industry stakeholders and can serve as a starting point for strengthening the institutional climate, which would enhance synergies with the event industry.
ABSTRACT
Improving service quality in tourist accommodation in households is one of the essential preconditions to the successful and long-term sustainable positioning and differentiation of Croatian tourism in the international market. Therefore, emphasis needs to be placed on quality improvement in this segment of the offering, focusing on guest needs and expectations. The research focused on the qualitative aspects of the service delivery process in tourist accommodation in households is also essential because this is an under-researched topic. The research's additional motivation is that service quality represents a competitive advantage, making research vital in quality development and improvement. Accordingly, research was conducted as part of the project Focus on Quality in Household Accommodation: The Guest Perspective. The study was based on a structured questionnaire adjusted to the specific features of tourist accommodation in households. A survey was conducted from July to September 2020 in tourist destinations in ten Croatian counties and included 168 guests. As a part of the research, satisfaction with, and the importance of, different quality dimensions among guests in household accommodation was analyzed. Importance-Performance Analysis (IPA) was used to compare importance and satisfaction ratings to identify the essential quality dimensions. The research results and gap analysis between guests' importance and their perception of households' performance will represent the basis for identifying areas for quality improvement, contributing to the research's practical implications. The study's limitations refer to the sample size, resulting from the fact that research was conducted from June to September 2020 under the business conditions imposed during the COVID-19 pandemic. Further studies could be expanded to cover a larger sample.