Service quality and customer satisfaction in the hotel industry in Serbia

Abstract

This study attempts to identify the quality attributes of the hotel services. To measure service quality and customer satisfaction in the hotel industry, there are some models. However, in this study, three most popular and quite complete models which are SERVQUAL, HOLSERV and LODGING QUALITY INDEX are chosen for analysis. Moreover, it reports the difference in the customer expectations and perceptions for men and women, Asian and European guests related to the hotel services. It includes more detailed analysis such as service offerings, hotel facilities, hotels factors, etc. that affect their choices. It also provides suggestions of disable people about the hotel services. To have the statistic data for the study, one survey with 23 questions was implemented. As a result, 114 respondents answered the questionnaire. The last part of this study is to report the findings and analyze the results of survey. ii