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Structural-Dimensional Concept of Tourism Service Quality / Strukturno-Dimenzionalni Koncept Kvaliteta Turističkih Usluga

Author

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  • Vujović Vukan P.

    (1Singidunum University, PhD student, 32 Danijelova Street, Belgrade, Serbia)

Abstract

Teškoće isporučivanja konstantno zadovoljavajućeg kvaliteta turističke usluge nastaju kao posledica neusaglašenosti između proizvodnih struktura i odgovarajućih dimenzionih odlika isporućujućih vrednosti tokom konzumnog ciklusa. Za na- vedenu pojavu odgovoran je рге svega organizacioni sistem preduzeća, sačinjen od proizvodnih (radnih) jedinica i službi zaduženih za upravljanje kvalitetom, kao i kontrolu i nadgledanje procesa proizvodnje, odnosno toka isporuke. Ovaj rad razmatra aktuelne modele strukturne kompleksnosti, dimenzionog sagle- davanja kvaliteta, kao i faze učešća korisnika tokom životnog ciklusa turističke usluge. Mogućnost izdvajanja nekoliko karakterističnih nivoa složenog turističkog produkta obezbeđuje uporište za sadržajnije poredenje na relaciji „projektovaní i ostvareni kvalitet“ i postizanje većih organizacionih performansi u domenu tržišno isporučene vrednosti rezultujuće usluge. Glavni cilj rada je pružiti teorijsku osnovu za primenu dubljih organizaciono-funkcionalnih modela analize i kontinuirano praćenje postignutog kvaliteta. Efekat ovakvog sistemskog pristupa manifestovao bi se na konačni stepen ispunjavanja očekivanja i ukupno zadovoljsvo potrošača (ili korisnika) turističkom uslugom.

Suggested Citation

  • Vujović Vukan P., 2013. "Structural-Dimensional Concept of Tourism Service Quality / Strukturno-Dimenzionalni Koncept Kvaliteta Turističkih Usluga," The European Journal of Applied Economics, Sciendo, vol. 10(2), pages 32-39, October.
    • Handle: RePEc:vrs:tejoae:v:10:y:2013:i:2:p:32-39:n:2
    DOI: 10.2478/sjas10-4263
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