The impact of sociodemographic variables on customer satisfaction when using digital services of hotels
The development of information and communication technologies is fundamentally transforming the tourism sector and tourism suppliers are widely using modern technologies to improve their business. Hotels are increasingly relying on digital technologies in an effort to reach their business objectives...
| Main Authors: | , , |
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| Format: | Article |
| Language: | srp |
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University Business Academy - Faculty of Economics and Engineering Management, Novi Sad, Serbia
2022-01-01
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| Series: | Ekonomija: teorija i praksa |
| Subjects: | |
| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/2217-5458/2022/2217-54582203013Z.pdf |
| _version_ | 1797989469656186880 |
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| author | Zakić Nebojša Ćirić Maja Ćurčić Nikola |
| author_facet | Zakić Nebojša Ćirić Maja Ćurčić Nikola |
| author_sort | Zakić Nebojša |
| collection | DOAJ |
| description | The development of information and communication technologies is fundamentally transforming the tourism sector and tourism suppliers are widely using modern technologies to improve their business. Hotels are increasingly relying on digital technologies in an effort to reach their business objectives, improve the experience and satisfaction of their guests and achieve a competitive advantage. The aim of this research is to determine the statistical significance of the impact of demographic variables on customer satisfaction when using digital services, such as: the hotel website, online reservations, internet services, as well as social media. Empirical research on customers' attitudes and their satisfaction with digital services that 4and 5star-hotels provide on the territory of Serbia was conducted in 2021 and the results were processed using statistical methods and the Chi-square test. The research results have shown that there is a statistically significant difference in customer satisfaction with digital hotel services depending on their gender and age. The research indicates that it is necessary to take in account the demographic categories of customers when developing digital hotel services and make adjustments to them accordingly. |
| first_indexed | 2024-04-11T08:20:52Z |
| format | Article |
| id | doaj.art-f317d7f7b1c3499ab9eb740732382740 |
| institution | Directory Open Access Journal |
| issn | 2217-5458 2620-0228 |
| language | srp |
| last_indexed | 2024-04-11T08:20:52Z |
| publishDate | 2022-01-01 |
| publisher | University Business Academy - Faculty of Economics and Engineering Management, Novi Sad, Serbia |
| record_format | Article |
| series | Ekonomija: teorija i praksa |
| spelling | doaj.art-f317d7f7b1c3499ab9eb7407323827402022-12-22T04:34:58ZsrpUniversity Business Academy - Faculty of Economics and Engineering Management, Novi Sad, SerbiaEkonomija: teorija i praksa2217-54582620-02282022-01-01153132910.5937/etp2203013Z2217-54582203013ZThe impact of sociodemographic variables on customer satisfaction when using digital services of hotelsZakić Nebojša0Ćirić Maja1https://orcid.org/0000-0002-9557-9881Ćurčić Nikola2https://orcid.org/0000-0003-3375-2690Fakultet za ekonomiju i inženjerski menadžment, Novi Sad, SerbiaFakultet za ekonomiju i inženjerski menadžment, Novi Sad, SerbiaPSS Institut "Tamiš", Pančevo, SerbiaThe development of information and communication technologies is fundamentally transforming the tourism sector and tourism suppliers are widely using modern technologies to improve their business. Hotels are increasingly relying on digital technologies in an effort to reach their business objectives, improve the experience and satisfaction of their guests and achieve a competitive advantage. The aim of this research is to determine the statistical significance of the impact of demographic variables on customer satisfaction when using digital services, such as: the hotel website, online reservations, internet services, as well as social media. Empirical research on customers' attitudes and their satisfaction with digital services that 4and 5star-hotels provide on the territory of Serbia was conducted in 2021 and the results were processed using statistical methods and the Chi-square test. The research results have shown that there is a statistically significant difference in customer satisfaction with digital hotel services depending on their gender and age. The research indicates that it is necessary to take in account the demographic categories of customers when developing digital hotel services and make adjustments to them accordingly.https://scindeks-clanci.ceon.rs/data/pdf/2217-5458/2022/2217-54582203013Z.pdfinformation and communication technologieshotelscustomer satisfactiondemographic variables |
| spellingShingle | Zakić Nebojša Ćirić Maja Ćurčić Nikola The impact of sociodemographic variables on customer satisfaction when using digital services of hotels Ekonomija: teorija i praksa information and communication technologies hotels customer satisfaction demographic variables |
| title | The impact of sociodemographic variables on customer satisfaction when using digital services of hotels |
| title_full | The impact of sociodemographic variables on customer satisfaction when using digital services of hotels |
| title_fullStr | The impact of sociodemographic variables on customer satisfaction when using digital services of hotels |
| title_full_unstemmed | The impact of sociodemographic variables on customer satisfaction when using digital services of hotels |
| title_short | The impact of sociodemographic variables on customer satisfaction when using digital services of hotels |
| title_sort | impact of sociodemographic variables on customer satisfaction when using digital services of hotels |
| topic | information and communication technologies hotels customer satisfaction demographic variables |
| url | https://scindeks-clanci.ceon.rs/data/pdf/2217-5458/2022/2217-54582203013Z.pdf |
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