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2016, vol. 10, br. 2, str. 93-98
Kvalitet usluge garni hotela u Novom Sadu
Univerzitet u Novom Sadu, Prirodno-matematički fakultet

e-adresaivkov.milan@gmail.com
Ključne reči: garni hoteli; kvalitet usluge; Novi Sad
Sažetak
Obezbeđivanje kvalitetne usluge je prioritet za pružaoce usluga. Kvalitet usluge koji se nudi kupcima smatra se sredstvom kojim hoteli ostvaruju konkurentsku prednost na tržištu. Cilj ovog rada je identifikacija efekata zadovoljstva korisnika usluga na njihovu privrženost i frekvenciju njihove ponovne posete odabranim hotelima u Novom Sadu. Rezultati istraživanja ukazuju na to da menadžment analiziranih hotela prilično dobro osluškuje potrebe svojih gostiju. Na osnovu rezultata deskriptivne statističke analize i rezultata regresione analize, zaključuje se da na ukupno zadovoljstvo gostiju u značajnoj meri utiče kvalitet usluge u restoraterskom sektoru. Kvalitet usluge u smeštajnom sektoru i dalje ima veliki značaj u celokupnoj hotelskoj ponudi, ali ne i presudan.
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O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/timsact10-10672
objavljen u SCIndeksu: 15.07.2016.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0

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