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

Abstract

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.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 20 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.