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Analysis of the Effects of the Service Quality on Client Satisfaction in the Tourism Sector in Kosovo

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  • Ejup Fejza
  • Alban Fejza

Abstract

Service quality is essential to create client satisfaction by keeping existing clients and gaining new ones in any business and especially in the tourism sector. The main objective of this paper is to analyze the relationship between service quality and client satisfaction and to pinpoint key components of them in the growth and sustainable tourism. Data has been collected from foreigners who have visited hotels in Kosovo and also from domestic tourists. The distributed questionnaire is a mixed questionnaire, which includes a combination of open and closed questions. A total of 30 hotels, divided into seven regions have been chosen to send questionnaires. Participants included in the study were 300 clients who received services in the mentioned hotels. The data was collected from clients who visited hotels in Kosovo during 2020-2021. The hotels were selected mainly based on their categorization, insisting that in the research we have hotels categorized between 3-5 stars. Client data is obtained in two ways: from their hotel estimates, by e-mail, and from the visitors, we found at the hotel during the event. The collected data were processed in SPSS and presented in tabular form. Data were analyzed using quantitative techniques. The ordinary Least Square (OLS) estimator model is used to analyze the relation between dependent and non-dependent variables. Results – Clients choose the hotel mainly online or according to their experience during the preliminary visits. The main reason for the visit was rest and recreation, their treatment was friendly and efficient, the services were provided on time and the cleanliness and comfort were rated as excellent as the food and drinks. In the conclusion is stated that clients have made it clear that the quality of services and satisfied clients can greatly influence the development of sustainable tourism. Age, gender and origin don’t have a significant role to determine client satisfaction.

Suggested Citation

  • Ejup Fejza & Alban Fejza, 2023. "Analysis of the Effects of the Service Quality on Client Satisfaction in the Tourism Sector in Kosovo," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 4, pages 103-115.
    • Handle: RePEc:bas:econst:y:2023:i:4:p:103-115
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    References listed on IDEAS

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    1. Nita Umashankar & Yashoda Bhagwat & V. Kumar, 2017. "Do loyal customers really pay more for services?," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 807-826, November.
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    Cited by:

    1. Karolus Karni Lando & Achmad Sudiro & Wahdiyat Moko & Nur Khusniyah Indrawati, 2024. "The Effect of Service Quality on Recertification. Mediated by Customer Satisfaction and Relationship Commitment," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 160-179.

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    More about this item

    JEL classification:

    • Z30 - Other Special Topics - - Tourism Economics - - - General
    • Z31 - Other Special Topics - - Tourism Economics - - - Industry Studies
    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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