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

Izdanje: Sitcon 2022 - Tourism Destination Competitiveness – Current Challenges And Future Perspectives

DOI: 10.15308/Sitcon-2022-78-84

Oblast: Conference Papers

Stranice: 78-84

Apstrakt:
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.
Ključne reči: hotel services, intangible components, customer satisfaction, hotel industry in Serbia
Priložene datoteke:

Preuzimanje citata:

BibTeX format
@article{article,
  author  = {D. Sekulić, M. Vuković and S. Borović}, 
  title   = {Intangible Components of Service Quality as a Factor of Customer Satisfaction in the Hotel Industry},
  journal = {Sitcon 2022 - Tourism Destination Competitiveness – Current Challenges And Future Perspectives},
  year    = 2022,
  pages   = {78-84},
  doi     = {10.15308/Sitcon-2022-78-84}
}
RefWorks Tagged format
RT Conference Proceedings
A1 Dejan Sekulić
A1 Milica Vuković
A1 Suzana Borović
T1 Intangible Components of Service Quality as a Factor of Customer Satisfaction in the Hotel Industry
AD Univerzitet Singidunum, Beograd, Beograd, Srbija
YR 2022
NO doi: 10.15308/Sitcon-2022-78-84
Unapred formatirani prikaz citata
D. Sekulić, M. Vuković and S. Borović, Intangible Components of Service Quality as a Factor of Customer Satisfaction in the Hotel Industry, Univerzitet Singidunum, Beograd, 2022, doi:10.15308/Sitcon-2022-78-84