THE DEGREE OF CONSUMER SATISFACTION WITH HOTEL SERVICES

Authors

  • Danka CURAKOVIĆ University of Novi Sad, Serbia
  • Ivana ŠIKORA University of Belgrade, Serbia
  • Vuk GARAČA University of Novi Sad, Serbia
  • Nevena ĆURČIĆ University of Novi Sad, Serbia
  • Svetlana VUKOSAV University of Novi Sad, Serbia

DOI:

https://doi.org/10.4316/rdt.15.139

Keywords:

consumer satisfaction, hotel services, research

Abstract

The customer focus is one of the principles of quality management in organizations whose decisions, policy and strategy are based on market analysis. The results of the analysis are then used in the introduction of innovation, planning, investment in order to positioning in the market and meeting customer needs. The subject of research is the degree of consumer satisfaction with hotel services in order to determining the extent to which their quality meets customer needs and preferences. For the purposes of this paper there was conducted a research of primary and secondary materials, as well as field research in the July-August 2011. The research was conducted in hotels and B&B hotels in Novi Sad. The principal part of the paper is the analysis and description of results obtained in the study. The research results can be used by hotel managers in order to improve and adapt hotel services to market needs, as well by students.

Author Biographies

Danka CURAKOVIĆ, University of Novi Sad, Serbia

Department of geography, tourism and hotel management, Faculty of Natural Sciences, University of Novi Sad, Serbia

Ivana ŠIKORA, University of Belgrade, Serbia

Faculty of Organizational Sciences, International Relations Office, University of Belgrade, Serbia

Vuk GARAČA, University of Novi Sad, Serbia

Department of geography, tourism and hotel management, Faculty of Natural Sciences, University of Novi Sad, Serbia

Nevena ĆURČIĆ, University of Novi Sad, Serbia

Department of geography, tourism and hotel management, Faculty of Natural Sciences, University of Novi Sad, Serbia

Svetlana VUKOSAV, University of Novi Sad, Serbia

Department of geography, tourism and hotel management, Faculty of Natural Sciences, University of Novi Sad, Serbia

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Published

28-06-2013

Issue

Vol. 0 No. 15 (2013)

Section

Articles

License

Revista de Turism: Studii si Cercetari in Turism (RDT) is an open access scholarly journal that allows free access to its content (articles, issues). RDT is available online to the readers without financial, legal, or technical barriers (no publication charges), based on the theory to keep an article's content intact. Authors can use Creative Commons licenses to specify usage rights of articles. Copyright of articles belong to authors.

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