African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4193

Full Length Research Paper

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

Ivana Blešić*, Dragan Tešanović and ĐorÄ‘e Psodorov
The Faculty of Science, Department of Geography, Tourism and Hotel Managemant, University of Novi Sad, The Republic of Serbia.
Email: [email protected]

  •  Accepted: 30 November 2010
  •  Published: 18 February 2011

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.

 

Key words: Management, service quality, SERVQUAL, spa hotels.

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This article is published under the terms of the Creative Commons Attribution License 4.0

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