Consumer satisfaction and quality management in the hospitality industry in South-East Europe

被引:0
作者
Blesic, Ivana [1 ]
Tesanovic, Dragan [1 ]
Psodorov, Dorde [1 ]
机构
[1] Univ Novi Sad, Fac Sci, Dept Geog Tourism & Hotel Managemant, Novi Sad 21000, Serbia
关键词
Management; service quality; SERVQUAL; spa hotels; MEASURING SERVICE QUALITY; PERCEPTIONS; REASSESSMENT; MODEL;
D O I
暂无
中图分类号
F [经济];
学科分类号
02 ;
摘要
This paper examines consumers' satisfaction and experience as a key segment of the managing of quality system of services in the hospitality industry. The research was conducted in five spas in South-East Europe, in a part of the Balkans, a region that includes Zapadnomoravska spa zone (The Republic of Serbia), from 1 August until the end of September, 2008. Measuring the quality of services was based on the SERVQUAL model. For obtained data analysis, statistical methods of t-test of independent samples and analysis of variance ANOVA were used, comparing the mean values of the results and certain statistical significances of their differences.
引用
收藏
页码:1388 / 1396
页数:9
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