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2020, vol. 51, iss. 2, pp. 108-120
Satisfaction with the service quality in Serbian mountain hotels: Analysis of reviews on
University of Kragujevac, Faculty of Hotel Management and Tourism, Vrnjačka Banja,
Organizational and information support to the quality management system as a key factor in improving the competitiveness of domestic enterprises and ensuring their faster access to world and EU markets (MESTD - 179001)
Improving competitiveness of public and private sector by networking competences in the process of european integrations of Serbia (MESTD - 179066)

Service quality in the hotel industry has become one of the most important factors that influence customer confidence building, loyalty and create a sustainable competitive advantage in the turbulent tourism market. Considering that one of the characteristics of the service sector is the inability to try the service before purchasing, the importance of the information has gained particular importance. The aim of the paper is to analyze reviews of Serbian mountain hotels, published on the website, in order to determine satisfaction with the service quality in mountain hotels in Serbia. The research included 26 mountain hotels, for which a total of 5,292 reviews were analyzed. The results showed that the reviewers were generally satisfied with the quality of hotel service in Serbian mountain hotels. The significance of this research is that it provides insight into the service quality in mountain hotels, from the perspective of hotel guests. The obtained results can help hotel managers in making good business decisions regarding the quality of hotel service.
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article language: Serbian
document type: Original Paper
DOI: 10.5937/markt2002108S
published in SCIndeks: 18/09/2020
peer review method: double-blind
Creative Commons License 4.0

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