GUEST SATISFACTION WITH THE OFFER OF EUROPEAN INTERNATIONAL DISHES AND PRODUCTS IN SERBIAN RESTAURANTS
Keywords:
gastronomy, international dishes, guest satisfaction, Serbia
Abstract
Abstract: Tourism is one of the areas that has started to develop to a large extent in the last few years, and the expansion of gastronomy has also contributed to its development. Regardless of the area in question, the development of gastronomy and quality offer of food and beverages is one of the means, which ensures the quality of services in the catering facility. Some countries have protected their gastronomic products, and today certain dishes bear the title of international dish. This paper will present the results obtained after the research in 30 restaurants, with the aim of examining the satisfaction of guests with their offer of international dishes. Over the past years, the literature has become richer in numerous studies, which talk about the factors that affect the level of satisfaction with the gastronomic offer. By analyzing the obtained results, it was concluded that the guests of catering facilities in Serbia are largely satisfied with the offer of international dishes. A significant percentage of respondents, who are not satisfied with this offer, show that there is still a need to improve catering services, from which we must not omit the offer of international dishes. SPSS software version 23.00 was used to process the obtained data, and the data are presented with descriptive statistics.
References
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2. Bakan, R., Salopek, D. (2015) Moderni trendovi u prehrani i njihov utjecaj na ugostiteljsku kuhinju. Praktični menadžment, vol. VI, br. 1, str. 105-110.
3. Blešic I., Tešanovic D., & Psodorov Ð. (2011). Consumer Satisfaction and Quality Management in the Hospitality Industry in South-East Europe, African Journal of Business Management 5(4), 1388-1396.
4. Bugarčić, M., & Bugarčić, J. (2019). INFLUENCE OF KAJMAK AS A CULTURAL ASSET ON THE GROWTH OF THE TOURIST OFFER OF WESTERN SERBIA. Tourism International Scientific Conference Vrnjačka Banja - TISC, 4(2), 415-430. Retrieved from http://www.tisc.rs/proceedings/index.php/hitmc/article/view/306
5. Chow, H. S., Lau, V. P., Lo, W. C., Sha, Z., Yun, H. (2007). Service quality in restaurant
6. operations in China: decision-and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.
7. Dabholkar, P.A., Shepherd, C.D., Thorpe, D.I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study, Journal of Retailing, 76(2), 139-73.
8. Gagić, S., Tešanović, D., Jovičić, A. (2013). The vital Components of Restaurant Quality that Affect Guest Satisfaction. Turizam. Vol.17, Issue 4: 166-176
9. Gajić, T., Vukolić, D. (2021).Is the Participation of women in the rural tourism Development of Serbia visible? Journal of Tourism and Sports management Vol. 4 (2): 498-505
10. Gajić,T., Vukolić, D., Stojanović, K. (2021). Nematerijalno kulturno nasleđe kao turistički atraktor-Case study Sremska Mitrovica. Oditor, 77
11. Gajic, T., Radovanovic, M., Tretiakova, T., Syromiatnikova, J. (2021), "Creating brand confidence to gastronomic consumers through social networks – a report from Novi Sad", Journal of Place Management and Development, Vol. 14 No. 1, pp. 32-42. https://doi.org/10.1108/JPMD-04-2020-0033
12. Goyan Kittler, P., Sucher, P.K., Nahikian-Nelms, M. (2012). Food and Culture (6th Edition). People of the Balkans and Middle East. Wadsworth, CengageLearning
13. Hall C. M., Mitchell R. (2001): Wine and food tourism. У књизи Douglas Norman, Douglas Ngaire, Derrett Ros, Special Interest Tourism. Wiley, Sydney
14. Hall C. M., Mitchell R. (2006): Gastronomy, food and wine tourism. У књизи Buhalis Dimitrios, Costa Carlos, Tourism Business Frontiers - Consumers, products and industry. Elsevier Ltd, Oxford
15. Hjalager, A.-M., Richards, G. (2002), Tourism and Gastronomy, Routledge, London
16. Janković, I., Ćirić, M. (2020). Zadovoljstvo gostiju na gastroenološku ponudu u Beogradu. Turističko poslovanje, (25-26), 53-62.
17. Javalgi, R.(R).G., Martin, C.L. and Young, R.B. (2006)."Marketing research, market orientation and customer relationship management: a framework and implications for service providers",Journal of Services Marketing,Vol.20 No.1,pp.12-23.
https://doi.org/10.1108/08876040610646545
18. Jia, S. (2020). Motivation and satisfaction of Chinese and U.S. tourists in restaurant: A cross-cultural text mining of online reviews. Tourism Management,104071. Vol.78
https://doi.org/10.1016/j.tourman.2019.104071
19. Johnson, M.D., Anderson, E.W. and Fornell, C. (1995), Rational and adaptive performance expectations in a customer satisfaction framework, The Journal of Consumer Research, 21(4), 695-707.
20. Jovanović, V. (2013). Tematski turizam. Univerzitet Singidunum Beograd
21. Kalenjuk, B. (2016). Nacionalne gastronomije. Univerzitet za poslovne studije Banja Luka. Alfa-graf Novi Sad. ISBN 978-99955-95-04-3
22. Kalenjuk, B., Tešanović, D., Škrinjar, M., Đeri, L. (2012) The importance of authentic food in the development of the culinary tourism in Vojvodina. In: 1st Belgrade International Tourism Conference 2012: Contemporary Tourism - Wishes and Opportunities, March 22-24, 2012. Belgrade: College of tourism, pp. 293-300
23. Kivela, J., Inbakaran, R., Reece, J. (2000). Consumer research in the restaurant environment. Part 3. Analysis, findings and conclusions. International Journal of Contemporary Hospitality Management 12 (1), 13–30
24. Liu, Y., Jang, S. (2009). Perceptions of Chinese restaurants in the US: what affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28 (3), 338–348.
25. Long M. L. (1998). Culinary Tourism: A Folkloristic Perspective on Eating and Otherness. Southern Folklore
26. Luo, X., Homburg, C. (2007). Neglected Outcomes of Customer Satisfaction. Journal of Marketing, 71(2), 133-149.
27. Mac Veigh, J. (2009).International Cuisine. Delmar
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30. Meler, M., Cerović, Z. (2003) Food marketing in the function of tourist product development. British Food Journal, 105(3), pp. 175-92.
31. Meler, M., Cerović, Z. (2003) Food marketing in the function of tourist product development. British Food Journal, 105(3), pp. 175-92.
32. Namkung, Y. and Jang, S.(S). (2008), "Are highly satisfied restaurant customers really different? A quality perception perspective", International Journal of Contemporary Hospitality Management, Vol. 20 No. 2, pp. 142-155. https://doi.org/10.1108/09596110810852131
33. Omar, N.A., Wel, C.A., Aziz N.A., Alam S.S. (2013). „Investigating the structural relationship between loyalty programme service quality, satisfaction and loyalty for retail loyalty programmes: evidence from Malaysia“, Measuring Business Excellence, Vol. 17, No. 1, str. 33-50
34. Quan, S., Wang, N. (2004) Towards a structural model of the tourist experience: an illustration from food experiences in tourism. Tourism Management, 25(3), pp. 297-305
35. Schinkel, L. (2013). International Cuisine Project. Canadian Agricultural Adaptation Program (CAAP)
36. Stojanović, T., Čerović, S. (2008). Značaj gastronomske ponude za razvoj seoskog turizma Srbije. Zbornik radova PMF-Geografski institut br 56 Beograd
37. Tepeci, M. (1999). Increasing brand loyalty in the hospitality industry. International Journal of Contemporary Hospitality Management, 11(5), 223–230. http://doi.org/10.1108/09596119910272757
38. Tešanović, D. (2011) Gastronomska obrada mesa. Beograd: Visoka hotelijerska škola strukovnih studija.
39. Tikkanen Irma. (2007): Maslow’s hierarchy and food tourism in Finland: five cases. British Food Journal
40. Velazquez, B. M., Saura, I. G., Molina, M. E. R. (2011). Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents. Journal of Vacation Marketing, 17(1), 65–81. http://doi.org/10.1177/1356766710391450
41. Vukić M., Drljević, О. (2006): Gastronomski proizvodi. Viša hotelijerska škola Beograd
42. Vukić, M., Portić, M. (2007) Gastronomska ponuda u ruralnom turizmu. Novi Sad: Prirodno-matematički fakultet Univerziteta u Novom Sadu
43. Vukolić, D. (2020). Gastronomski proizvodi u funkciji razvoja različitih oblika turizma u Sremskom okrugu. Održivi razvoj, 2(2), 41-54
44. Zibart, E. (2010). The Ethnic Food Lover's Companion: A Sourcebook for Understanding the Cuisine of the World. Menasha Ridge Press
45. Čavić, S., Mandarić, M. (2021). Autentičnost gastronomskih manifestacija u funkciji brendiranja destinacije. Menadžment u hotelijerstvu i turizmu, 9(1), 89-101.
