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i l

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I or{exlma}la
KBaJrrrTeT yonyre rppaqyuaBarbeM pa3nrrra (pacnoua' jasa) rE:uely o4ronapajyhrx
[oy3AaHocT (reliabilrty), pa3}MeBalse
Kpo3 IIeT AIIMeH3HJa: oII}IILIL,IIBa AlxueH:uja (tangibles),
rresponiveness), noneperse (assurance) lr eruna:rr.ria
(.mputry) ouunBuea 4nvreu:rja
np"4.rur*u $*rt*.- o6jer'e, olpeMy r{ Il3DIeA ooo6:la floysganocr ce oAHocI'I Ha
ce [pyxl4 o6ehana yc'{yra nepo4ocrojuo rI TaqHo Pas}Meearbe je nora ga ce
cnoco6uoct Aa
gna'lu ],y6asHo II CTp] {HO
KOpI{CHI'rKy rloMolHe rr npoMIITHO npyxl{ [ax]Ba. flonepeme
r{ eunau'rie yrcrry'ryje npyxaPe
o.iO*" rioje no6ylyje crrlT)r{ocr rroBeper*e. [rmeuar'rja
v flaxl+e noTpouar{y (ropuculny). I4ucTpylreuT je
5pnx:rune v1/I11Bt1ry]..urrr3oBaHe
raKo Aa 6yAe nprorenrrrB Ha rrrrrpoK olreKrap ylnyra @lrgetu Aerarbur{e:
"[!rrpu"
Ir"iirrihoq"vac L: UpTavfianie kvalitetom u turizmu i hotelskoj industriji, Fakultet za
turistidki i hotelski menaclZment, Opatija, 2002', ctp 38-53, rz 103-104')