Selected quality factors in the function of creating guests' satisfaction
The quality of service is an ongoing problem of research in the world in all service sectors and dictates potential expectations among guests and their satisfaction. Pursuant to the problem and theoretical setting of similar research, the authors identified the quality factors of hotel service in Di...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Srpsko udruženje za marketing
2022-01-01
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| Series: | Marketing (Beograd. 1991) |
| Subjects: | |
| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2022/0354-34712204276V.pdf |
| _version_ | 1797853169425842176 |
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| author | Vujić Tamara Vujić Milan Zrnić Miloš Gajić Tamara Vukolić Dragan |
| author_facet | Vujić Tamara Vujić Milan Zrnić Miloš Gajić Tamara Vukolić Dragan |
| author_sort | Vujić Tamara |
| collection | DOAJ |
| description | The quality of service is an ongoing problem of research in the world in all service sectors and dictates potential expectations among guests and their satisfaction. Pursuant to the problem and theoretical setting of similar research, the authors identified the quality factors of hotel service in Divčibare, to determine their impact on guest satisfaction. Methods used in research are descriptive and regressive analysis. The authors used a modified questionnaire from the author of Akbab (2006), for the international community. The survey was conducted during 2022, with a total sample of 442 respondents. The study showed that the material component of the hotel service has a positive impact on the loyalty of visitors to the hotel building, in relation to the intangible component. In addition, by observing the behaviour of guests, it is possible to respond to their demands and needs which are a major factor in creating loyalty. |
| first_indexed | 2024-04-09T19:46:17Z |
| format | Article |
| id | doaj.art-38b34a466c9f429ba21a7e1c83fa5de7 |
| institution | Directory Open Access Journal |
| issn | 0354-3471 2334-8364 |
| language | English |
| last_indexed | 2024-04-09T19:46:17Z |
| publishDate | 2022-01-01 |
| publisher | Srpsko udruženje za marketing |
| record_format | Article |
| series | Marketing (Beograd. 1991) |
| spelling | doaj.art-38b34a466c9f429ba21a7e1c83fa5de72023-04-03T15:54:12ZengSrpsko udruženje za marketingMarketing (Beograd. 1991)0354-34712334-83642022-01-015342762830354-34712204276VSelected quality factors in the function of creating guests' satisfactionVujić Tamara0https://orcid.org/0000-0003-3454-6573Vujić Milan1https://orcid.org/0000-0002-5870-0224Zrnić Miloš2https://orcid.org/0000-0003-3454-6573Gajić Tamara3Vukolić Dragan4https://orcid.org/0000-0002-6364-9849Academy of Applied Studies, The College of Hotel Management, Belgrade, SerbiaAcademy of Applied Studies, The College of Hotel Management, Belgrade, SerbiaAcademy of Applied Studies, The College of Hotel Management, Belgrade, SerbiaFaculty of Hotel and Tourism Management, University of Kragujevac, Vrnjačka Banja, SerbiaFaculty of Hotel and Tourism Management, University of Kragujevac, Vrnjačka Banja, SerbiaThe quality of service is an ongoing problem of research in the world in all service sectors and dictates potential expectations among guests and their satisfaction. Pursuant to the problem and theoretical setting of similar research, the authors identified the quality factors of hotel service in Divčibare, to determine their impact on guest satisfaction. Methods used in research are descriptive and regressive analysis. The authors used a modified questionnaire from the author of Akbab (2006), for the international community. The survey was conducted during 2022, with a total sample of 442 respondents. The study showed that the material component of the hotel service has a positive impact on the loyalty of visitors to the hotel building, in relation to the intangible component. In addition, by observing the behaviour of guests, it is possible to respond to their demands and needs which are a major factor in creating loyalty.https://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2022/0354-34712204276V.pdfqualityserviceloyaltydivčibare |
| spellingShingle | Vujić Tamara Vujić Milan Zrnić Miloš Gajić Tamara Vukolić Dragan Selected quality factors in the function of creating guests' satisfaction Marketing (Beograd. 1991) quality service loyalty divčibare |
| title | Selected quality factors in the function of creating guests' satisfaction |
| title_full | Selected quality factors in the function of creating guests' satisfaction |
| title_fullStr | Selected quality factors in the function of creating guests' satisfaction |
| title_full_unstemmed | Selected quality factors in the function of creating guests' satisfaction |
| title_short | Selected quality factors in the function of creating guests' satisfaction |
| title_sort | selected quality factors in the function of creating guests satisfaction |
| topic | quality service loyalty divčibare |
| url | https://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2022/0354-34712204276V.pdf |
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