Intangible Components of Service Quality as a Factor of Customer Satisfaction in the Hotel Industry

Hotel services are not easy to define and measure. The reason for that is a large number of factors that affect their quality. Most often in the professional literature, these factors can be divided into tangible and intangible components of service quality. While the tangible quality components are determined by the spatial, construction and technical-technological characteristics of the hotel facility and most researchers and practitioners believe that in modern business conditions it is not suitable for building hotel competitiveness, intangible components of quality include knowledge, skills and competencies of employees, as well as the service process in the hotel and those are the key factor in competitiveness in the hotel industry. The aim of this paper is to identify the key factors of the intangible components of service quality, quantify their importance and implication on customer satisfaction in the hotel industry in Serbia.