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2018, vol. 65, iss. 3, pp. 1193-1210
The effect of the structure of management and employees on guest's satisfaction of restaurant products and services
aUniversity of Novi Sad, Faculty of Science
bThe College of Hotel Management, Belgrade
cCollege of Professional Studies in Management and Business Communication, Sremski Karlovci

emaildragan.tesanovic@dgt.uns.ac.rs, milovan.krasavcic@gmail.com, bojana.kalenjuk@dgt.uns.ac.rs, gagicsnjeza@yahoo.com, lukrecija.djeri@dgt.uns.ac.rs
Project:
New products based on cereals and pseudocereals from organic production (MESTD - 46005)
Improvement and development of hygienic and technological procedures in production of animal originating foodstuffs with the aim of producing high-quality and safe products competetive on the global market (MESTD - 46009)

Keywords: structure of employees; satisfaction; quality; restaurant industry; hospitality
Abstract
The purpose of this research is to define the effects of the structure of management and employees to the guest's satisfaction in terms of quality of restaurant products and services. The methodology used for this research has been the polling of 600 guests in 30 restaurants in Belgrade during 2015. The process of measuring satisfaction was performed by monitoring the attitudes and perceptions of users in terms of quality of products and services, which marks food quality, service quality, and ambience quality and price/quality ratio. The research of educational and age structure, as well as the number of supporting staff and other workers, has been conducted. Correlation and regression analysis were performed with the aim of defining the effect of the educational structure of employees to guest's satisfaction. The results show that restaurant managers should pay special attention to educational levels of employees through regular and permanent education, as they influence the guest's satisfaction.
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About

article language: English
document type: Review Paper
DOI: 10.5937/ekoPolj1803193T
published in SCIndeks: 25/10/2018
peer review method: double-blind
Creative Commons License 4.0