publication . Article . 2015

testing expected and perceived service quality in the hotel industry

Vujko Aleksandra; Gajić Tamara; Mladenovski Milan; Momirski Jovan;
Open Access
  • Published: 01 Jan 2015 Journal: Skola biznisa (issn: 1451-6551, Copyright policy)
  • Publisher: Centre for Evaluation in Education and Science (CEON/CEES)
Abstract
Guest satisfaction is the key to retaining existing and attracting new guests. In order to reach this goal, managers in hotels have become aware of the fact that the quality stay is reflected in the unique experiences of the tourists in particular. Guest satisfaction with hotel services can be tested by various methods. In this study, we used a questionnaire technique, in which respondents were guests of the hotel 'Vojvodina', 'Novi Sad' and 'Park' in Novi Sad, then the guests of the hotel 'Vojvodina' and 'Gold Class' in Zrenjanin, as well as the guests of the hotel 'Brothers Sekulic' in Zlatibor. The respondents were asked to evaluate various aspects of the bus...
Subjects
free text keywords: Marketing, Service quality, Hotel industry, Business, customer satisfaction, hotel services, hotel accommodation, HF5001-6182
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publication . Article . 2015

testing expected and perceived service quality in the hotel industry

Vujko Aleksandra; Gajić Tamara; Mladenovski Milan; Momirski Jovan;