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Podrug, Doris
Elektronički Zbornik Radova Veleučilišta u Šibeniku, 07/2023, Volume: 17, Issue: 1-2Journal Article
Ovaj rad analizira percipiranu kvalitetu usluge u ekonomiji dijeljenja, specifično u sektorima smještaja i prijevoza. Cilj istraživanja je utvrditi razlike u stavovima korisnika usluga u ovim sektorima u percepciji kvalitete usluge i identificirati koja dimenzija kvalitete usluge je važnija za korisnike. Istraživanje se temeljilo na dvije dimenzije kvalitete usluge: tehničkoj i društvenoj. Ispitivanje je provedeno na uzorku od 327 ispitanika, a uzorak istraživanja činili su korisnici ekonomije dijeljenja u smještaju i prijevozu u Hrvatskoj. Rezultati pokazuju da je za korisnike usluge smještaja i prijevoza važno da se aplikacija redovito ažurira kako bi brzo dobili nove informacije i lakše izabrali uslugu. Također, obje skupine korisnika smatraju da imaju višestruke koristi od ove usluge, kao što su mogućnost upoznavanja drugih ljudi i osjećaj sigurnosti. Međutim, postoji statistički značajna razlika u percepciji korisnika u određenim aspektima društvene dimenzije kvalitete usluge. Naime, društvena dimenzija pokazala se izuzetno važnom u istraživanjima sektora smještaja. Pokazuje se da je želja za zajednicom i socijalnom interakcijom razlog odabira takvog smještaja u odnosu na tradicionalni oblik. Uloga domaćina je ključna u odabiru smještaja, a gosti cijene boravak s domaćinom jer im među ostalim pruža priliku za autentičnim iskustvima. Ovi rezultati mogu biti korisni za pružatelje usluga u ekonomiji dijeljenja u smještaju i prijevozu, kako bi bolje razumjeli preferencije i očekivanja svojih korisnika i poboljšali kvalitetu svojih usluga. This paper analyzes the perceived service quality in the sharing economy, specifically in the accommodation and transport sectors. The aim of the research was to determine differences in service quality perceptions among users in these sectors and to identify which category of service quality is more important to them. The research was based on two categories of service quality: technical and social. The survey was conducted on a sample of 327 respondents, and the research sample consisted of users of the sharing economy in accommodation and transport in Croatia. The results show that for users of accommodation and transport services, it is important that the application is regularly updated to quickly receive new information and to make service selection easier. Additionally, both groups of users believe that they have multiple benefits from this service, such as the ability to meet other people and a sense of security. However, there is a statistically significant difference in user perception in certain aspects of the social category of service quality. Specifically, the social category has been shown to be extremely important in accommodation sector studies. The desire for community and social interaction is a reason for choosing this type of accommodation over traditional forms. The role of the host is crucial in the choice of accommodation, and guests appreciate staying with a host because it provides them with the opportunity for authentic experiences. These results can be useful for service providers in the sharing economy in accommodation and transport to better understand the preferences and expectations of their users and improve the quality of their services.
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