publication . Article . 2015

CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY

Ana Stranjancevic; Iva Bulatovic;
Open Access English
  • Published: 01 Dec 2015 Journal: International Journal for Quality Research (issn: 1800-6450, eissn: 1800-7473, Copyright policy)
  • Publisher:  Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
Abstract
One of the greatest challenges for stakeholders is to ensure customer satisfaction, especially in service industries such as tourism and hospitality. The aim of this paper is to show that restaurant guest satisfaction depends on numerous factors as well as to show the connection between satisfaction and loyalty. Customer satisfaction and loyalty are excellent indicators of service quality. For the purpose of this paper, empirical survey was conducted and the results of the research were analyzed by statistical method. Factors which affect customer satisfaction are: kind staff, professionalism, speed of service, food quality, ambience and comfort. This implicates...
Subjects
free text keywords: quality, satisfaction, loyalty, tourism, restaurant, management, Management. Industrial management, HD28-70
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