ZADOVOLJSTVO GOSTIJU PONUDOM EVROPSKIH INTERNACIONALNIH JELA I PROIZVODA U RESTORANIMA SRBIJE
Ključne reči:
gastronomija, internacionalna jela, zadovoljstvo gostiju, Srbija
Sažetak
Apstrakt: Turizam je jedna od oblasti, koja se poslednjih nekoliko godina počela ravijati u velikoj meri, čijem razvoju je doprinela i ekspanzija gastronomije. Bez obzira na to o kom se području govori, razvoj gastronomije i kvalitetna ponuda hrane i pića jedno je od sredstava, kojim se osigurava kvalitet usluga u ugostiteljskom objektu. Pojedine države su svoje gastronomske proizvode zaštitile, i danas određena jela nose titulu internacionalnog jela. U ovom radu biće prikazani rezultati dobijeni nakon sprovedenog istraživanja u 30 ugostiteljskih objekata, sa ciljem da se ispita zadovoljstvo gostiju njihovom ponudom internacionalnih jela. Tokom proteklih godina literatura je postala bogatija brojnim studijama, koje govore o faktorima koji utiču na nivo zadovoljstva gastronomskom ponudom. Analizom dobijenih rezultata, došlo se do zaključka da su gosti ugostiteljskih objekata u Srbiji u velikoj meri zadovoljni ponudom internacionalnih jela. Značajan procenat ispitanika, koji navedenom ponudom nije zadovoljan, pokazuje da i dalje postoji potreba za poboljšanjem ugostiteljskih usluga, iz kojih se ne sme izostaviti i ponuda internacionalnih jela. Za obradu dobijenih podataka je korišćen programski softver SPSS verzija 23.00 a podaci su prikazani deskriptivnom statistikom.
Reference
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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
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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
28. Marinković, V., Senić, V., Dimitrovski, D. (2013). Measuring Consumers’ Attitudes Towards Service Quality In Restaurants, Themes Journal for Social Research (Teme Časopis za Društvene Nauke), (01), 319-338
29. Martínez-tur, V., Tordera, N., Peiró, J., Potocnik, K., (2011). Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A mCross-Level Study 1, Journal of Applied Social Psychology, 41(5), 1189–1213
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.
