Article metrics

  • citations in SCindeks: [2]
  • citations in CrossRef:[1]
  • citations in Google Scholar:[=>]
  • visits in previous 30 days:7
  • full-text downloads in 30 days:4
article: 4 from 7  
Back back to result list
Menadžment u hotelijerstvu i turizmu
2019, vol. 7, iss. 1, pp. 61-70
article language: English
document type: Original Scientific Paper
published on: 09/07/2019
doi: 10.5937/menhottur1901061V
Service quality and customer satisfaction in the hotel industry in Serbia
aCollege of Vocational Studies, Aranđelovac
bUniversity of Kragujevac, Faculty of Hotel Management and Tourism, Vrnjačka Banja

e-mail: marija.lakicevic@kg.ac.rs

Abstract

The significance of quality measurement and the value of components of a hotel service offer can be observed in the connection with the clients' satisfaction. The goal of this paper is to measure the level of satisfaction with the quality of hotel service, i.e. to identify the possibilities for establishing and development of long-term relations with the hotel's clients. Happy guests show a larger degree of satisfaction and loyalty and they visit the hotel again, recommend it to their friends, which affects the hotel's profits, and the development of tourism as a whole. The research was conducted in eight hotels in Serbia. Primary data were obtained by using survey method and 87 respondents, all of which were the guests of the hotels. The respondents expressed their claims on 7 points of Likert scale. The data analysis was conducted by applying the statistical program IBM SPSS (Statistical Package for the Social Sciences SPSS 20).

Keywords

References

Akbaba, A. (2006) Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2): 170-192
Atilgan, E., Akinci, S., Aksoy, S. (2003) Mapping service quality in the tourism industry. Managing Service Quality: An International Journal, 13(5): 412-422
Bošković, T. (2009) Turizam kao factor privrednog razvoja / Tourism as a factor of economic development. Škola biznisa, 27(3), 5-23
Grigoroudis, E., Siskos, Y. (2010) Customer Satisfaction Evaluation. in: Springer Science and Business Media, Boston, MA: Springer Science & Business Media, ():
Hair, F.J., Black, C.W., Babin, J.B., Anderson, E.R. (2014) Multivariate Data Analysis. Harlow: Pearson Education
Javalgi, R.G., Martin, C.L., Young, R.B. (2006) Market research, market orientation i customer relationship management: A framework i implications for service providers. Journal of Services Marketing, 30 (1): 12-23
Kandampully, J., Suhartanto, D. (2000) Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6): 346-351
Kotler, P., Bowen, J., Makens, J. (2010) Marketing u ugostiteljstvu, hotelijerstvu i turizmu [Marketing in catering, hospitality and tourism]. Zagreb: Mate
Kozak, M., Rimmington, M. (2000) Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. Journal of Travel Research, 38(3): 260-269
Marinković, V., Sekulić, D. (2016) Motiv boravka kao kriterijum segmentacije korisnika hotelijerskih usluga [The motive of stay as a criterion in segmentation of users of hotel services]. Menadžment u hotelijerstvu i turizmu, 4(2), 25-35
Marinković, V., Senić, V. (2012) Analiza elemenata kvaliteta usluga u korporativnom bankarstvu. Ekonomski horizonti, vol. 14, br. 1, str. 13-22
Milićević, R. (2016) Resursne atrakcije kao multiplikativni factor razvoja zdravstvenog turizma Srbije [Resource attractions as a multiplicative factor of development of sanitary tourism in Serbia]. Kragujevac: Ekonomski fakultet Univerziteta u Kragujevcu
Milovanović, V., Milićević, S. (2014) Management of Serbian tourism products as a condition for improving its competitiveness on the international tourism market. Menadžment u hotelijerstvu i turizmu, 2(1): 38-48
Min, H., Min, H., Chung, K. (2002) Dynamic benchmarking of hotel service quality. Journal of Services Marketing, 16(4): 302-321
Oliver, R.L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4): 460
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4): 41-50
Radosavljević, G. (2009) Menadžment u turizmu [Management in tourism]. Kragujevac: Ekonomski fakultet
Rao, C. P., Kelkar, M.M. (1997) Relative Impact of Performance and Importance Ratings on Measurement of Service Quality. Journal of Professional Services Marketing, 15(2): 69-86
Sekulić, D., Mandarić, M. (2013) Quality of services as a determinant of customer satisfaction in the hotel industry. Marketing, vol. 44, br. 3, str. 231-246
Tiebout, C.M. (2006) Community income multipliers: a population growth model‡. Journal of Regional Science, 2(1): 75-84
Vizek, M. (2008) Analiza odrednica hrvatskog turistiĉkog sektora. in: Privredna kretanja i ekonomska politika, Zagreb: Ekonomski fakultet, pp. 58-81
Wong, A. (2004) The role of emotional satisfaction in service encounters. Managing Service Quality: An International Journal, 14(5): 365-376
Yi, Y. (1990) A critical review of consumer satisfaction. in: Zeithaml V. [ed.] Review of Marketing, Chicago: American Marketing Association, pp. 68-123