STANDARDISATION OF SERVICES AS PREREQUISITE FOR OVERCOMING THE DISCREPANCY BETWEEN THE EXPECTED AND THE PERCEIVED QUALITY IN HOTEL BUSINESS

  • Aleksandra Vujko Visoka poslovna škola strukovnih studija Novi Sad
  • Marko D Petrović Geografski institut ”Jovan Cvijić”, SANU
  • Tamara Gajić Visoka poslovna škola strukovnih studija Novi Sad
  • Vladimir Jovanović Visoka poslovna škola strukovnih studija Novi Sad
  • Slavica Jovanović Visoka poslovna škola strukovnih studija Novi Sad
DOI: https://doi.org/10.5937/skolbiz2-13729

Abstract


Standardization of services in the hotel industry is the key to the success of any hotel business. More importantly, the primary goal of implementing standards in the hotel industry represents the tendency of hoteliers to preempt any discrepancy between the expected and the perceived quality of hotel services. Research model was developed based on SERVQUAL model while a survey was conducted among 211 guests in three hotels in Novi Sad during 2016. The study concluded that the discrepancy is extremely negative, and that the best way to overcome the gap is the implementation of standards in the hotel business.best way to overcome the gap is the implementation of standards in the hotel business.

Author Biographies

Aleksandra Vujko, Visoka poslovna škola strukovnih studija Novi Sad
Turizam i hotelijerstvo
Marko D Petrović, Geografski institut ”Jovan Cvijić”, SANU
Turizam
Tamara Gajić, Visoka poslovna škola strukovnih studija Novi Sad
Turizam i hotelijerstvo
Vladimir Jovanović, Visoka poslovna škola strukovnih studija Novi Sad
Turizam i hotelijerstvo
Slavica Jovanović, Visoka poslovna škola strukovnih studija Novi Sad
Turizam i hotelijerstvo
Published
2018/03/28
Issue
No. 2 (2017): Škola biznisa
Section
Original Scientific Paper
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