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2013, vol. 44, br. 3, str. 231-246
Kvalitet usluga kao determinanta satisfakcije potrošača u hotelijerstvu
Univerzitet u Kragujevcu, Fakultet za hotelijerstvo i turizam, Vrnjačka Banja

e-adresadejan.sekulic@kg.ac.rs
Sažetak
Specifičnost hotelskog proizvoda ogleda se u neodvojivosti i kompleksnosti same usluge i fizičkog proizvoda. Ova specifičnost može se posmatrati dvojako: usluga je u vezi sa hotelskim objektom i ne može se realizovati sama po sebi, ali je u vezi i sa proizvodima materijalnog oblika. Na osnovu toga možemo reći da je hotelski proizvod skup opipljivih i neopipljivih atributa koji zadovoljavaju potrebe i želje hotelskih gostiju. Kvalitet usluga predstavlja jedan od najvažnijih faktora koji utiču na satisfakciju potrošača. Cilj rada je da ukaže na značaj kvaliteta usluga na satisfakciju potrošača u hotelijerstvu. U radu je testiran novi model, razvijen na osnovu ranijih modela za merenje kvaliteta usluga. Istraživanje je sprovedeno na uzorku od 124 ispitanika. Rezultati istraživanja ukazuju na faktore koji utiču na satisfakciju potrošača u hotelijerstvu, pri čemu je ustanovljen i intenzitet uticaja svakog pojedinačnog faktora.
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O članku

jezik rada: srpski
vrsta rada: izvorni naučni članak
DOI: 10.5937/markt1303231S
objavljen u SCIndeksu: 16.12.2013.

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