KVALITET USLUGE GARNI HOTELA U NOVOM SADU
Sažetak
Obezbeđivanje kvalitetne usluge je prioritet za pružaoce usluga. Kvalitet usluge koji se nudi kupcima se smatra sredstvom kojim hoteli ostaruju konkurentsku prednost na tržištu. Cilj ovog rada je identifikacija efekata zadovoljstva korisnika uslugama na njihovu privrženost i frekvenciju njihove ponovne posete odabranim hotelima u Novom Sadu. Rezultati istraživanja ukazuju da menadžment analiziranih hotela za sada prilično dobro osluškuje potrebe svojih gostiju. Na osnovu rezultata deskriptivne statističke analize i rezultata regresione analize, zaključuje se da je od velikog značaja na ukupno zadovoljstvo gostiju utiče kvalitet usluge u restoraterskom sektoru. Kvalitet usluge u smeštajnom sektoru i dalje ima veliki značaj u celokupnoj hotelskoj ponudi, ali ne i presudan.
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