TESTING EXPECTED AND PERCEIVED SERVICE QUALITY IN THE HOTEL INDUSTRY

  • Aleksandra Vujko Visoka poslovna škola strukovnih studija, Novi Sad
  • Tamara Gajić Visoka poslovna škola strukovnih studija, Novi Sad
  • Milan Mladenovski Visoka poslovna škola strukovnih studija, Novi Sad
  • Jovan Momirski Visoka poslovna škola strukovnih studija, Novi Sad
DOI: https://doi.org/10.5937/skolbiz1-8241
Keywords: customer satisfaction, hotel services, hotel accommodation, service quality,

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 business environment, employees' attitude towards guests, taste and variety of food and beverages. Data are presented in tables with brief comments. Based on the analysis of dependent and independent variables, we concluded that the physical features of a hotel, as well as the guest-employee relationship, are primarily related to the personal experience. Guests were the least satisfied with the hotel bar. These pieces of information are crucial for the hotel enterprises and contribute to the advancement of business through the adjustment of the product to the needs of the customer.

 

Author Biographies

Aleksandra Vujko, Visoka poslovna škola strukovnih studija, Novi Sad

Predavač

Tamara Gajić, Visoka poslovna škola strukovnih studija, Novi Sad
Profesor strukovnih studija
Milan Mladenovski, Visoka poslovna škola strukovnih studija, Novi Sad
student osnovnih studija
Jovan Momirski, Visoka poslovna škola strukovnih studija, Novi Sad
student osnovnih studija

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Published
2015/12/24
Issue
No. 1 (2015): Škola biznisa
Section
Original Scientific Paper
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