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Serbian Journal of Management
2019, vol. 14, br. 1, str. 205-221
jezik rada: engleski
vrsta rada: neklasifikovan
doi:10.5937/sjm14-18253

Creative Commons License 4.0
Integrisani okvir za lojalnost klijenata u hotelskom sektoru
European University of Tirana, Faculty of Economy and Information Technology, Marketing and Management Department, Tirana, Albania

e-adresa: drita.kruja@uet.edu.al

Sažetak

Ova studija istražuje uticaj prethodnih uslova (tj. kvaliteta usluga, imidža, poverenja, opažene vrednosti i zadovoljstva klijenata) na lojalnost klijenata u hotelskom sektoru. Ukupno je primljen 361 validan odgovor u istraživanju sprovedenom u Albaniji. Podaci su analizirani korišćenjem eksplorativne i konfirmativne faktorske analize i modeliranja strukturnih jednačina. Nalazi ukazuju da su kvalitet usluge, imidž, poverenje, uočena vrednost i zadovoljstvo klijenata pouzdani prediktori lojalnosti klijenata u hotelskom sektoru. Rezultati ove studije mogu pomoći i uputiti praktičare u razumevanje značajnih elemenata njihove ponude za stvaranje i jačanje lojalnosti.

Ključne reči

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