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Importance of Service Quality & Guest Satisfaction in 5-star Hotels.



Topic: Importance of Service Quality & Guest Satisfaction in 5-star Hotels.


Abstract: The purpose of the study is to find and examine not only the importance of service quality and customer satisfaction but also to witness how they are related and as necessary for success of any hotel.


Outline: 5 chapters in total



Chapter 1: Introduction

* Central theme/Background

* Statement of the problem

* Purpose of the study

* Research Questions

* Need for the study

* Hypothesis

* Definition of terms if any


Chapter 2: Review of the Literature

* Introduction

* Purpose of the research

* Summary


Chapter 3: Results & Research (Methodology Qualitative/Quantitative)



* Participants

* Researcher’s role

* Procedure

* Information collection

* Research design




* Research design

* Participants or Population

* Procedure

* Data Analysis

Pros or Cons of either methods or the one that was more useful


Chapter 4: Results or Data Analysis

* Results according to researcher’s questions or findings

* Data according to researcher’s questions or findings


Chapter 5: Conclusion

* Result interpretation

* Generalizations

* Limitations

* Implications

* Recommendations



References & Appendixes




– black, Times New Roman font, – 11-pt. font, – 1.5 spacing,

– justified text,

– Margins: 3 cm on the left, 2.5 cm on the right, at the top and bottom


Word by word citations should not be longer than 10 lines or 2 paragraphs or 500 characters per quotation.

misspellings should not exceed 5, while the number of grammatical errors should not exceed 10 in the thesis.



1. The basic keywords of the thesis (3-5 keywords):

I. keyword

II. keyword

III. keyword

IV. keyword

V. keyword


2. 2-3 sources that are considered to be the most important (literature):

I. source

II. source

III. source


The short, maximum one-page-long abstract of the thesis





Typeface and font size used in footnotes:

Times New Roman 10 Line spacing in the main body, abstract,

Table of Contents and Bibliography: 1.5

Line spacing in footnotes: single

The full text of the thesis (also including the text in the footnotes) shall be fully justified (aligned along both margins) Left margin size: 3 cm Right, top and bottom margin size: 2.5 cm


Each word-for-word quotation is punctuated by quotation marks and each is completed with a footnote containing a citation to the reference work.

No word-for-word quotation may be longer than 10 lines / 2 paragraphs / 500 characters (including spaces). All citation information is included in a footnote in the case of each piece of paraphrased material.

Citations are marked by displaying superscripted decimal numbers in one consecutive series. Referenced printed literature and the titles listed in the printed literature section of the Bibliography are cited in accordance with the following basic format and its corresponding versions depending on the specific type of source material: AUTHOR: Title. Place of publication, Publishing House, year of publication.


Citation information related to both word-for-word quotations and paraphrased material has to include the specific page number(s) of the original text that is cited. When referring to a specific page or range of pages, insert the abbreviation „p.” or „pp.” respectively at the very end of the citation. For example: TIMMONS, J.: New Venture Creation: Entrepreneurship for the 21st century. Irwin, Homewood, IL. 2003. p. 15.


References to electronic literature follow the same rules as those pertaining to printed literature but shall include the electronic address and the last updated date.

References to Internet sources that do not fall into the category of electronic literature comply with the format below in case the following data may be identified:


AUTHOR: Title. In: Name of online content unit {online} electronic accessibility, date of last update. In case the above data may not be identified, they may be omitted. For example: Sallie Mae: How Undergraduate Students Use Credit Cards: Sallie Mae’s National Study of Usage Rates and Trends 2009. http://static.mgnetwork.com/rtd/pdfs/20090830_iris.pdf, issued: April 2009, download: 2016. 09.01.)


Minimum number of sources to be used in the thesis according to source type  Printed or electronic academic literature              Other sources

15                                                                               5


The referencing system used in the Bibliography complies with the referencing system used in the main body.

The Bibliography includes clearly separated sections for printed / electronic sources and other sources.

The works cited in the Bibliography are numbered and listed in alphabetical order by the author’s last name (inserting the title Dr. after the name).

The Bibliography includes all materials cited in the thesis. The Bibliography includes only those sources that are actually cited in the thesis.

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