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2020, vol. 51, br. 2, str. 108-120
Zadovoljstvo kvalitetom hotelske usluge u planinskim hotelima Srbije - analiza recenzija sa Booking.com
Univerzitet u Kragujevcu, Fakultet za hotelijerstvo i turizam, Vrnjačka Banja

e-adresamarijanaseocanac@gmail.com, dejan.sekulic@kg.ac.rs
Projekat:
Organizacione i informacione podrške sistemu upravljanja kvalitetom kao ključnim faktorom povećanja konkurentnosti naših preduzeća i njihiovog bržeg izlaska na svetsko i EU tržište (MPNTR - 179001)
Unapređenje konkurentnosti javnog i privatnog sektora umrežavanjem kompetencija u procesu evropskih integracija Srbije (MPNTR - 179066)

Ključne reči: kvalitet usluge; recenzije; Booking.com; planinski hoteli; Srbija
Sažetak
Kvalitet usluge u hotelijerstvu postao je jedan od najvažnijih faktora koji utiče na kreiranje poverenja kupaca, lojalnosti i stvaranje održive konkurentske prednosti na turbulentnom turističkom tržištu. Imajući u vidu da je jedna od karakteristika sektora usluga nemogućnost da se usluga isproba pre kupovine, značaj informacija dobija posebnu važnost. Cilj rada jeste da se kroz analizu recenzija koje su objavljene na internet sajtu Booking.com, istraži zadovoljstvo kvalitetom hotelske usluge u planinskim hotelima u Srbiji. Istraživanjem je obuhvaćeno 26 planinskih hotela, za koje su analizirane ukupno 5.292 recenzije. Rezultati su pokazali da su recenzenti zadovoljni kvalitetom hotelske usluge u planinskim hotelima Srbije. Značaj ovog istraživanja jeste sticanje uvida o kvalitetu hotelske usluge u planinskim hotelima iz perspektive gostiju. Dobijeni podaci mogu pomoći menadžerima hotela u donošenju adekvatnih poslovnih odluka koje se tiču kvaliteta usluge.
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O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/markt2002108S
objavljen u SCIndeksu: 18.09.2020.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0

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