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The Degree Of Consumer Satisfaction With Hotel Services

Author

Listed:
  • Danka Curaković

    (University of Novi Sad, Faculty of Science, Department of geography, tourism and hotel management, Serbia)

  • Ivana Šikora

    (University of Novi Sad, Faculty of Science, Department of geography, tourism and hotel management, Serbia)

  • Vuk Garača

    (University of Novi Sad, Faculty of Science, Department of geography, tourism and hotel management, Serbia)

  • Nevena Ćurčić

    (University of Novi Sad, Faculty of Science, Department of geography, tourism and hotel management, Serbia)

  • Svetlana Vukosav

    (University of Novi Sad, Faculty of Science, Department of geography, tourism and hotel management, Serbia)

Abstract

The subject of research in this paper is the degree of consumer satisfaction with hotel services in Novi Sad, Serbia. The aim is to determine the extent to which their quality meets customer needs and preferences in order to apply these results to improve the quality of services. Methodology used in this research included a survey method, research of primary and secondary materials, statistical methods and synthetic, comparative, descriptive method. The research was conducted in hotels and B&B hotels in Novi Sad. For the purpose of this paper was conducted field research in the July-August 2011 and September-October 2012. The results obtained in this study indicate a high level of guest satisfaction with the most of services, but also the lower level than expected in terms of quality of food and drink. The research results can be used by hotel managers in order to improve and adapt hotel services to market needs, as well by students.

Suggested Citation

  • Danka Curaković & Ivana Šikora & Vuk Garača & Nevena Ćurčić & Svetlana Vukosav, 2013. "The Degree Of Consumer Satisfaction With Hotel Services," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 15(15), pages 6-11, June.
    • Handle: RePEc:scm:rdtusv:v:15:y:2013:i:15:p:6-11
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    Citations

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    Cited by:

    1. Olimpia I. BAN & Ioana T. MESTER, 2014. "Using Kano Two Dimensional Service Quality Classification And Characteristic Analysis From The Perspective Of Hotels' Clients Of Oradea," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 18(18), pages 30-36, December.
    2. Svetlana VUKOSAV & Nevena ĆURČIĆ & Garača VUK & Slobodan ČEROVIĆ & C DankaURAKOVIĆ, 2014. "Strategic Management Of Hotel Companies: Case Study Of Hotel Companies In Vojvodina (Serbia)," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 18(18), pages 16-22, December.

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