TOURIST SATISFACTION WITH RESTAURANTS IN MAJOR CITIES OF THE WESTERN BALKANS
Keywords:
restaurants, foreign tourists, local visitors, Trip Advisor, tourist satisfaction
Abstract
In the modern world restaurants hold a significant share in achieving a sense of satisfaction in guests, and restaurants in major Western Balkans cities (Belgrade, Zagreb, Ljubljana, Sarajevo, Skopje, Podgorica) are some of the more important factors in satisfying tourism needs of foreign and domestic tourists. Restaurants are places that satisfy daily food and beverage necessities for local inhabitants as well. Hence, the first objective of this paper is to examine the satisfaction expressed by foreign tourists in restaurants of the selected cities in the Western Balkans, and in that sense rate their favourite city. The second objective is to show the degree to which local visitors and domestic tourists are satisfied with services provided in the examined hospitality establishments. The comments which form an integral part of the analysis in the research section of this paper were gathered from one of the most popular websites in the restaurant business field ‒ Trip Advisor.
References
Ariffin, H. F., Bibon, M. F., & Abdulah, R. P. (2012). Restaurant's Atmospheric Elements: What the Customer Wants. Procedia - Social and Behavioral Sciences, 380-387.
Basri, N. A., Ahmad, R., Anaur, F., & Ismail, K. (2016). Effect of Word of Mouth Communication on Consumer. Precedia- Social and Behavioral Sciences, 324-331.
Borovčanin, D., Čerović, S., & Knežević, M. (2107). Primena poslovne inteligencije u hotelijerstvu. Sinteza (pp. 416-421). Beograd: Univerzitet Singidunum.
Čačić, K., & Mašić, S. (2013). Uticaj portala TripAdvisor na poslovanje hotela u Srbiji. Marketing, 211-220.
Čerovi, S., & Knežević, M. (2019). Menadžment u hotelijerstvu. Beograd: Univerzitet Singidunum.
Čerović, S. (2019). Upravljanje ljudskim resursima u hotelijerstvu. Beograd: Univerzitet Singidunum.
Čerović, S., Spasić, V., & Radović, V. (2020). Finansijski menadžment turističko-ugostiteljskih preduzeća. Beograd: Univerzitet Singidunum.
Ellis, A., Park, E., Kim, S., & Yeoman, I. (2018). What is food tourism? Tourism Management, 250-263.
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 174-185.
Gagić, S. (2016). Restaurant Innovativeness. The European Journal of Applied Economics, 57-69.
Giglio, S., Pantano, E., Bilotta, E., & Melewar, T. (2019). Branding luxury hotels: Evidence from the analysis of consumers’ “big” visual data on TripAdvisor. Journal of Business Research.
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 82-92.
Hu, Y., & Kim, H. J. (2018). Positive and negative eWOM motivations and hotel customers’ eWOM behavior: Does personality matter? International Journal of Hospitality Management, 27-37.
Jeong, E., & Jang, S. (. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 356-366.
Jeong, E., & Jang, S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 356-366.
Kalenjuk, B., Tešanović, D., Gagić, S., Erdelji, I., & Banjac, M. (2015). OFFER OF AUTHENTIC FOOD AS A CONDITION FOR GASTRONOMIC TOURISM DEVELOPMENT. The European Journal of Applied Economics, 27-34.
Khorsand, R., Rafiee, M., & Kayvanfar, V. (2020). Insights into TripAdvisor's online reviews: The case of Tehran's hotels. Tourism Management Perspectives.
Kiatkawsin, K., & Han, H. (2019). What drives customers’ willingness to pay price premiums for luxury gastronomic experiences at michelin-starred restaurants? International Journal of Hospitality Management, 209-219.
Kim, H. S., & Jang, S. (2020). The effect of increasing employee compensation on firm performance: Evidence from the restaurant industry. International Journal of Hospitality Management.
Kim, J.-H., Youn, H., & Rao, Y. (2017). Customer responses to food-related attributes in ethnic restaurants. International Journal of Hospitality Management, 129-139.
Knežavić, M., Barjaktarević, D., & Obradović, P. (2014). Ocenivanje kvaliteta hotelskih usluga putem interneta. Sinteza (pp. 767-771). Beograd: Univerzitet Singidunum.
Knežević, M., Borovčanin, D., Džamić, V., & Radojević, T. (2017). Značaj društvenih mreža u promociji srpskih manastira. Sitcon (pp. 140-147). Beograd: Univerzitet Singidunum.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 103-110.
Kordić, N., & Milićević, S. (2019). THE INFLUENCE OF HUMAN RESOURCES ON THE DEVELOPMENT OF LEADING TOURISM DESTINATIONS IN SERBIA. The European Journal of applied economics, 128-145.
Lai, M. Y., Khoo-Lattimore, C., & Ying, W. (2018). A perception gap investigation into food and cuisine image attributes for destination branding from the host perspective: The case of Australia. Tourism Management, 579-595.
Mariani, M., & Visani, F. (2019). Embedding eWOM into efficiency DEA modelling: An application to the hospitality sector. International Journal of Hospitality Management, 1-12.
Nam, K., Baker, J., Ahmad, N., & Goo, J. (2020). Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation. Decision Support Systems.
Nieto-Garcia, M., Munoz-Gallego, P., & Gonzalez-Benito, O. (2017). Tourists’ willingness to pay for an accommodation: The effect of eWOM and internal reference price. International Journal of Hospitality Management, 67-77.
Peng, N., Annie, C., & Hung, K.-P. (2017). The effects of teppanyaki restaurant stimuli on diners’ emotions and loyalty. International Journal of Hospitality Management, 1-12.
Popesku, J. (2016). Menadžment turističke destinacije. Beograd: Univerzitet Singidunum.
Tantanetewin, W., & Inkarojit, V. (2018). The influence of emotional response to interior color on restaurant entry decision. International Journal of Hospitality Management, 124-131.
Team, R. C. (2018). A language and environment for statistical computing, R Foundation for Statistical Computing, Viena (Available at https://www.R-project.org/).
Tepavčević, J., Blešić, I., & Bradić, M. (2018). Qualitative analysis of guest reviews of Italian restaurants on TripAdvisor. Marketing, 83-92.
Yen, C.-L. A., & Tang, C.-H. H. (2019). The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors. International Journal of Hospitality Management, 9-18.
Yim, S. E., Lee, S., & Kim, W. G. (2014). Determinants of a restaurant average meal price: An application of the hedonic pricing model. International Journal of Hospitality Management, 11-20.
Zainal, N. T., Harun, A., & Lily, J. (2017). Examining the mediating effect of attitude towards electronic words-of mouth (eWOM) on the relation between the trust in eWOM source and intention to follow eWOM among Malaysian travellers. Asia Pacific Management Review, 35-44.
Basri, N. A., Ahmad, R., Anaur, F., & Ismail, K. (2016). Effect of Word of Mouth Communication on Consumer. Precedia- Social and Behavioral Sciences, 324-331.
Borovčanin, D., Čerović, S., & Knežević, M. (2107). Primena poslovne inteligencije u hotelijerstvu. Sinteza (pp. 416-421). Beograd: Univerzitet Singidunum.
Čačić, K., & Mašić, S. (2013). Uticaj portala TripAdvisor na poslovanje hotela u Srbiji. Marketing, 211-220.
Čerovi, S., & Knežević, M. (2019). Menadžment u hotelijerstvu. Beograd: Univerzitet Singidunum.
Čerović, S. (2019). Upravljanje ljudskim resursima u hotelijerstvu. Beograd: Univerzitet Singidunum.
Čerović, S., Spasić, V., & Radović, V. (2020). Finansijski menadžment turističko-ugostiteljskih preduzeća. Beograd: Univerzitet Singidunum.
Ellis, A., Park, E., Kim, S., & Yeoman, I. (2018). What is food tourism? Tourism Management, 250-263.
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 174-185.
Gagić, S. (2016). Restaurant Innovativeness. The European Journal of Applied Economics, 57-69.
Giglio, S., Pantano, E., Bilotta, E., & Melewar, T. (2019). Branding luxury hotels: Evidence from the analysis of consumers’ “big” visual data on TripAdvisor. Journal of Business Research.
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 82-92.
Hu, Y., & Kim, H. J. (2018). Positive and negative eWOM motivations and hotel customers’ eWOM behavior: Does personality matter? International Journal of Hospitality Management, 27-37.
Jeong, E., & Jang, S. (. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 356-366.
Jeong, E., & Jang, S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 356-366.
Kalenjuk, B., Tešanović, D., Gagić, S., Erdelji, I., & Banjac, M. (2015). OFFER OF AUTHENTIC FOOD AS A CONDITION FOR GASTRONOMIC TOURISM DEVELOPMENT. The European Journal of Applied Economics, 27-34.
Khorsand, R., Rafiee, M., & Kayvanfar, V. (2020). Insights into TripAdvisor's online reviews: The case of Tehran's hotels. Tourism Management Perspectives.
Kiatkawsin, K., & Han, H. (2019). What drives customers’ willingness to pay price premiums for luxury gastronomic experiences at michelin-starred restaurants? International Journal of Hospitality Management, 209-219.
Kim, H. S., & Jang, S. (2020). The effect of increasing employee compensation on firm performance: Evidence from the restaurant industry. International Journal of Hospitality Management.
Kim, J.-H., Youn, H., & Rao, Y. (2017). Customer responses to food-related attributes in ethnic restaurants. International Journal of Hospitality Management, 129-139.
Knežavić, M., Barjaktarević, D., & Obradović, P. (2014). Ocenivanje kvaliteta hotelskih usluga putem interneta. Sinteza (pp. 767-771). Beograd: Univerzitet Singidunum.
Knežević, M., Borovčanin, D., Džamić, V., & Radojević, T. (2017). Značaj društvenih mreža u promociji srpskih manastira. Sitcon (pp. 140-147). Beograd: Univerzitet Singidunum.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 103-110.
Kordić, N., & Milićević, S. (2019). THE INFLUENCE OF HUMAN RESOURCES ON THE DEVELOPMENT OF LEADING TOURISM DESTINATIONS IN SERBIA. The European Journal of applied economics, 128-145.
Lai, M. Y., Khoo-Lattimore, C., & Ying, W. (2018). A perception gap investigation into food and cuisine image attributes for destination branding from the host perspective: The case of Australia. Tourism Management, 579-595.
Mariani, M., & Visani, F. (2019). Embedding eWOM into efficiency DEA modelling: An application to the hospitality sector. International Journal of Hospitality Management, 1-12.
Nam, K., Baker, J., Ahmad, N., & Goo, J. (2020). Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation. Decision Support Systems.
Nieto-Garcia, M., Munoz-Gallego, P., & Gonzalez-Benito, O. (2017). Tourists’ willingness to pay for an accommodation: The effect of eWOM and internal reference price. International Journal of Hospitality Management, 67-77.
Peng, N., Annie, C., & Hung, K.-P. (2017). The effects of teppanyaki restaurant stimuli on diners’ emotions and loyalty. International Journal of Hospitality Management, 1-12.
Popesku, J. (2016). Menadžment turističke destinacije. Beograd: Univerzitet Singidunum.
Tantanetewin, W., & Inkarojit, V. (2018). The influence of emotional response to interior color on restaurant entry decision. International Journal of Hospitality Management, 124-131.
Team, R. C. (2018). A language and environment for statistical computing, R Foundation for Statistical Computing, Viena (Available at https://www.R-project.org/).
Tepavčević, J., Blešić, I., & Bradić, M. (2018). Qualitative analysis of guest reviews of Italian restaurants on TripAdvisor. Marketing, 83-92.
Yen, C.-L. A., & Tang, C.-H. H. (2019). The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors. International Journal of Hospitality Management, 9-18.
Yim, S. E., Lee, S., & Kim, W. G. (2014). Determinants of a restaurant average meal price: An application of the hedonic pricing model. International Journal of Hospitality Management, 11-20.
Zainal, N. T., Harun, A., & Lily, J. (2017). Examining the mediating effect of attitude towards electronic words-of mouth (eWOM) on the relation between the trust in eWOM source and intention to follow eWOM among Malaysian travellers. Asia Pacific Management Review, 35-44.
Published
2020/10/14
Section
Original Scientific Paper
