MEASURING THE QUALITY OF SERVICES IN TOURIST FACILITIES IN THE ZLATIBOR DISTRICT USING THE SERVQUAL MODEL
Authors/Creators
- 1. Faculty of Business, Economics and Entrepreneurship, Belgrade, Serbia
Description
Satisfying the needs of users is the basic task of every organization that strives for long-term and sustainable business. Research by many authors has shown that the level of quality of delivered services is directly related to the satisfaction of the users of those services. As with all services, the quality of tourist services requires good and careful planning. Tourism, as an economic activity, is very important, which is indicated by the fact that in the most economically developed countries in the world, an average of 65% of the total number of employees is employed in the tourism sector.
This paper gives the results of empirical research aimed at measuring the quality of services in tourist facilities of the Zlatibor district using the SERVQUAL model.
Files
Vujcic, Nikitovic, Gavrilovic, Radovic.pdf
Files
(286.8 kB)
| Name | Size | Download all |
|---|---|---|
|
md5:f448f9c7a0fdded51c2832d4a687d664
|
286.8 kB | Preview Download |
Additional details
Related works
- Is part of
- Journal article: 2955-2087 (ISSN)
References
- Jelić M. FQCE model izvrsnosti u funkciji povećanja efikasnosti srpske privrede, Kvalitet, br. 19, Beograd, 2013
- Keegan J.W.,Mc. Green Principles of Global Marketing, Prentice-Hall, New Jersey, 1997
- Kenichy O. Nova globalna pozornica, Mate, Zagreb, 2007
- Milanovic M., Nikitovic Z., Vujicic S. The importance of the quality of the agricultural product for sustainable success of agricultural holding, International Review,br. 3-4, Faculty of Business, Economics and Entrepreneurship, Belgrade, 2020
- Momcilovic O., Cvetic T., Vujicic S., Antonijevic A. The Impact of Stress and Health on Quality of Working Life of Women in SMEs in Republic of Serbia, Journal of women,s entrepreneurship, Belgrade,No.1-2, 2017
- Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality, Journal of Retailing 64 (1) 12- 40, 1988
- Swarbrooke, J., Horner, S., Consumer Behaviour in Tourism, 2007
- Veljković S.Marketing usluga, Centar za izdavačku delatnost Ekonomskog fakulteta u Beogradu, 2007
- Živić D., Vujičić S., Dimitrijević Lj. ),,Održivi turizam u Republici Srbiji,,Međunarodna naučna konferencija ,, Nove strategije i tehnologije zaštite životne sredine,,Ecologica, Beograd, 2012