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Menadžment u hotelijerstvu i turizmu
2019, vol. 7, br. 1, str. 61-70
jezik rada: engleski
vrsta rada: izvorni naučni članak
objavljeno: 09/07/2019
doi: 10.5937/menhottur1901061V
Kvalitet usluga i zadovoljstvo korisnika u hotelijerstvu Srbije
aCollege of Vocational Studies, Aranđelovac
bUniverzitet u Kragujevcu, Fakultet za hotelijerstvo i turizam, Vrnjačka Banja

e-adresa: marija.lakicevic@kg.ac.rs

Sažetak

Značaj merenja kvaliteta i vrednosti komponenti uslužne ponude hotela ogledaju se u njihovoj povezanosti sa satisfakcijom gostiju. Cilj rada jeste prikazivanje nivoa zadovoljstva kvalitetom hotelskih usluga, odnosno sagledati mogućnosti za uspostavljanje i razvijanje dugoročnih odnosa sa gostima hotela. Zadovoljni gosti ispoljavaju veći stepen satisfakcije i lojalnosti, pa će ponovo posetiti hotel, preporučiti ga prijateljima što utiče na profit hotela, a time i na razvoj turizma u celini. Istraţivanje je sprovedeno u osam hotela u Srbiji. Primarni podaci prikupljeni su metodom anketiranja, pri čemu je anketirano 87 ispitanika koji su bili gosti hotela. Ispitanici su svoje statove iskazivali na sedmostepenim Likertovim skalama. Analiza podataka je sprovedena primenom statističkog programa IBM SPSS (Statistical Package for the Social Sciences SPSS 20).

Ključne reči

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