The quality of hotel service as a factor of achieving loyalty among visitors
The quality of service, as well as the impact of hotel business on achieving loyalty among hotel visitors, has always been a topic of research in the world. The aim of this research was to determine the level of service quality achieved in hotels at Mount Zlatibor, as well as whether quality factor...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja
2023-06-01
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| Series: | Mенаџмент у хотелијерству и туризму |
| Subjects: | |
| Online Access: | https://htmanagementvb.com/index.php/HITM/article/view/252 |
| _version_ | 1797794945018363904 |
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| author | Tamara Gajić Dragan Vukolić Miloš Zrnić Dávid Lóránt Dénes |
| author_facet | Tamara Gajić Dragan Vukolić Miloš Zrnić Dávid Lóránt Dénes |
| author_sort | Tamara Gajić |
| collection | DOAJ |
| description |
The quality of service, as well as the impact of hotel business on achieving loyalty among hotel visitors, has always been a topic of research in the world. The aim of this research was to determine the level of service quality achieved in hotels at Mount Zlatibor, as well as whether quality factors influence the creation of loyalty among hotel visitors. The results of multiple regression analysis showed an evident influence of both tangible and intangible quality factors on loyalty. However, a slightly greater degree of influence of intangible factor was noted. Research can have theoretical and practical importance, as a complement to existing research, as well as for creating a hotel’s business strategy.
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| first_indexed | 2024-03-13T03:10:24Z |
| format | Article |
| id | doaj.art-eea82d1d81d94258873409fc1623d60b |
| institution | Directory Open Access Journal |
| issn | 2620-0279 2620-0481 |
| language | English |
| last_indexed | 2024-03-13T03:10:24Z |
| publishDate | 2023-06-01 |
| publisher | University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja |
| record_format | Article |
| series | Mенаџмент у хотелијерству и туризму |
| spelling | doaj.art-eea82d1d81d94258873409fc1623d60b2023-06-26T14:42:51ZengUniversity of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka BanjaMенаџмент у хотелијерству и туризму2620-02792620-04812023-06-0111110.5937/menhottur2301067GThe quality of hotel service as a factor of achieving loyalty among visitorsTamara Gajić0Dragan Vukolić1Miloš Zrnić2Dávid Lóránt Dénes3Geographical Institute “Jovan Cvijić”, SASA, Belgrade, Serbia; South Ural State University, Institute of Sport, Tourism and Service, Chelyabinsk, RussiaUniversity of Business Studies, Faculty of Tourism and Hotel Management, Banja Luka, Bosnia and HerzegovinaAcademy of Applied Studies, The College of Hotel Management, Belgrade, SerbiaJohn von Neumann University, Faculty of Economics and Business, Department of Tourism and Hospitality, Kecskemét, Hungary; Eötvös Lóránd University, Faculty of Social Sciences, Savaria University Centre, Savaria Department of Business Economics, Szombathely, Hungary; Constantine the Philosopher University in Nitra, Faculty of Central European Studies, Department of Tourism, Nitra, Slovakia The quality of service, as well as the impact of hotel business on achieving loyalty among hotel visitors, has always been a topic of research in the world. The aim of this research was to determine the level of service quality achieved in hotels at Mount Zlatibor, as well as whether quality factors influence the creation of loyalty among hotel visitors. The results of multiple regression analysis showed an evident influence of both tangible and intangible quality factors on loyalty. However, a slightly greater degree of influence of intangible factor was noted. Research can have theoretical and practical importance, as a complement to existing research, as well as for creating a hotel’s business strategy. https://htmanagementvb.com/index.php/HITM/article/view/252service qualityloyaltyhotel service |
| spellingShingle | Tamara Gajić Dragan Vukolić Miloš Zrnić Dávid Lóránt Dénes The quality of hotel service as a factor of achieving loyalty among visitors Mенаџмент у хотелијерству и туризму service quality loyalty hotel service |
| title | The quality of hotel service as a factor of achieving loyalty among visitors |
| title_full | The quality of hotel service as a factor of achieving loyalty among visitors |
| title_fullStr | The quality of hotel service as a factor of achieving loyalty among visitors |
| title_full_unstemmed | The quality of hotel service as a factor of achieving loyalty among visitors |
| title_short | The quality of hotel service as a factor of achieving loyalty among visitors |
| title_sort | quality of hotel service as a factor of achieving loyalty among visitors |
| topic | service quality loyalty hotel service |
| url | https://htmanagementvb.com/index.php/HITM/article/view/252 |
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