THE INFLUENCE OF EMPLOYEES’ PERCEPTION ON SERVICE QUALITY AND SUSTAINABLE BUSINESS PRACTICES IN TOURISM AND HOSPITALITY

The paper examined the satisfaction of employees engaged in work activities within enterprises providing tourism services in the areas of Vrnjačka Banja and Sokobanja. The research was conducted through a questionnaire survey. Respondents expressed their satisfaction level with the work they perform and how the enterprise treats its employees. It was concluded that the enterprise plays a crucial role in the level of employee satisfaction achieved. Factors such as how the management structure of the enterprise values employees, their performance, opportunities for advancement provided to employees, and similar aspects, all influence the quality of personnel, motivation, and employee satisfaction. The study confirmed hypothesis H that a high-quality, satisfied, and loyal workforce is a key asset in competitive battles and a fundamental element of business success.