Ο ρόλος της ποιότητας στις υπηρεσίες yachting στην Ελλάδα
SubjectΣκάφη αναψυχής -- Ελλάδα ; Θαλάσσιος τουρισμός -- Μαρίνες ; Ικανοποίηση καταναλωτών ; Ποιοτικός έλεγχος -- Στατιστικές μέθοδοι ; Yachting -- Greece ; Consumer satisfaction -- Statistical methods ; Quality control -- Statistical methods
In the present dissertation, the aim was to investigate the role of quality in yachting services in Greece. In this case, the concepts discussed, were the evaluation of quality and customer satisfaction, especially in the tourism and hospitality industry, part of which is also the sector of tourism with pleasure yachts. It was also analyzed the service sector of yachting both globally and in Greece. As shown, in Greece, the industry consists of a few companies, but there are further problems which prevent the entry of competitors in the industry. The empirical research was conducted with the SERVQUAL questionnaire in yachting services company based in Athens which has been established since 1992. The company's customers were asked to evaluate the quality of the facilities, attitude and behavior of employees and confidence in the firm. The final sample of the respondents was 102. As demonstrated, the major problems of the enterprise were focused on facilities, but also on the trust of customers towards the firm.