INFLUENCE OF PERCEIVED QUALITY ON THE OVERALL SATISFACTION EXPERIENCE OF HOTEL GUESTS
Dijana Vuković - University North, Jurja Križanića 31b, Varaždin, Croatia
Fani Kerum - University of Applied Science Burgenland, Campus 1, A-7000 Eisenstadt, Austria
Neven Šipić - Zagreb Business School, Ulica gr. Vukovara 68, Zagreb, Croatia
DOI: https://doi.org/10.31410/Balkans.JETSS.2023.6.2.142-154
Dijana Vuković - University North, Jurja Križanića 31b, Varaždin, Croatia
Fani Kerum - University of Applied Science Burgenland, Campus 1, A-7000 Eisenstadt, Austria
Neven Šipić - Zagreb Business School, Ulica gr. Vukovara 68, Zagreb, Croatia
DOI: https://doi.org/10.31410/Balkans.JETSS.2023.6.2.142-154
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Balkans Journal of Emerging Trends in Social Sciences, (2023) , Vol 6, No 2
ISSN: 2620-164X |
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Abstract: The hotel industry has seen many changes in the last few years, some of which can be attributed to the quickening pace of technological advancement, shifting traveler preferences due to health concerns, and turbulent political and economic events that forced hotel management to place a premium on product and service quality. To thrive in a progressively cutthroat market, lodging establishments need to be prepared to adjust and tweak their operational procedures. Aware of the fact that users very quickly leave hotel accommodations whose services do not meet their expectations, needs, and desires and go to the competition. Therefore, prominent hotel chains, on the one hand, take into account the needs and wishes of their guests, and on the other hand, the quality of service in the hotel, but also the final destination, i.e. the very appearance and impression of the destination. In the hotel industry, achieving acceptable quality is a difficult process that calls for specific knowledge and abilities in every department as well as essential communication with hotel employees. Only consistently trained staff members who are committed to guest satisfaction can effectively manage quality in a hotel, which eventually boosts earnings, reduces expenses, and adds value to the establishment. This study looked into how a guest’s overall perception of the hotel and its services was affected by the expected caliber of that service. Hypothesis One: Perceived quality of service in a hotel is positively influenced by the hotel’s physical environment, attractiveness and construction of the destination, interaction with employees, and accompanying services and amenities in the hotel. Hypothesis Two: The pronounced heterogeneity of hotel service users, their motives for choosing a hotel, and the necessity of interactions with hotel staff are positively correlated with the perception of the level of service quality in the hotel. The paper will test hypotheses regarding the relationship between the physical hotel environment, its attractiveness, the destination’s construction, interactions with staff, and the hotel’s amenities and ancillary services and perceived quality of service. Simultaneously, an attempt will be made to ascertain the relationship between the reason for selecting the hotel and the perceived quality of services offered, as well as the importance of interacting and fostering a good rapport with service providers.
Keywords: Quality management, Overall experience, Consumer satisfaction in tourism.
JEL Classification M20 · M30 · C10
Keywords: Quality management, Overall experience, Consumer satisfaction in tourism.
JEL Classification M20 · M30 · C10
REFERENCES
Abdullah, N. N. (2019). Probing the level of satisfaction towards the motivation factors of tourism in Kurdistan Region. Scholars Journal of Economics, Business and Management, 5(6). 439-443.
Anwar, G., & Shukur, I. (2015). The impact of recruitment and selection on job satisfaction: Evidence from private school in Erbil. International Journal of Social Sciences & Educational Studies, 1(3), 4-13.
Anwar, K., & Qadir, G. H. A. (2017). Study of the relationship between work engagement and job satisfaction in private companies in Kurdistan. International Journal of Advanced Engineering, Management and Science, 3(12), 1102-1110. https://doi.org/10.24001/ijaems.3.12.3
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Avelini Holjevac, I. (2002). Upravljanje kvalitetom u turizmu i hotelskoj industriji. Opatija: Sveuciliste Rijeci, Fakultet za turisticki i hotelski menadzment Opatija.
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Juran, J. M., & Gryna, F. M. (1999). Planiranje i analiza kvalitete. 3. izd. Zagreb: Mate d.o.o.
Kelly, J. M. (1997). Upravljanje ukupnom kvalitetom. Zagreb: Alexander Hamilton Institute, Potecon.
Kerum, F., & Vukovic, D. (2022). ESD conference Lisbon (Portugal). Resolving complaints in the hotel with the goal of achieving guest satisfaction. Retrieved November 04, 2022, from https://www. esd-conference.com/upload/book_of_proceedings/Book_of_Proceedings_esdLisbon2022_ Online.pdf
Kerum, F., Vukovic, D., & Hunjet, A. (2021). ESD conference Dubrovnik (Croatia). The paradox of resolving complains in the wellness center guarantees profitability. Retrieved November 04, 2022, from
Klaric, B. (1985). Rjecnik stranih rijeci. Zagreb: Nakladni zavod MH.
Kotler, P., & Keller, K. L. (2008). Upravljanje marketingom. 12. izd. Zagreb: Mate d.o.o.
Kulis, M. S., & Grubisic, D. (2010). Upravljanje kvalitetom. Split: Ekonomski fakultet u Splitu.
Lazibat, T. (2009). Upravljanje kvalitetom. Zagreb: Znanstvena knjiga d.o.o.
Markovic, S. (2005). Kvaliteta usluga u hotelskoj industriji: koncept i mjerenje. Retrieved November 04, 2022, from https://hrcak.srce.hr/181346
Mishra, T., & Sinha, S. (2014). Employee motivation as a tool to implement internal marketing. International Journal of Commerce, Business and Management, 3(5), 672-680.
Prabhu, M., Thangasamy, N., & Nawzad Abdullah, N. (2020). Analytical review on competitive priorities for operations under manufacturing firms. Journal of Industrial Engineering and Management, 13(1), 38-55
Schroeder, R. G. (1999). Upravljanjem proizvodnjom, Odlucivanje u funkciji proizvodnje. 4th ed. Zagreb: Mate d.o.o.
Skoko, H. (2000). Upravljanje kvalitetom. Zagreb: Sinergija d.o.o.
Sultan, K., Ahmed, R. R., Jafar, R., Murtaza, M. M., & Gardi, B. (2020). Corporate financial policy and its impact on sustainable capital structure: empirical evidence from Textile Firms of Pakistan, Humanities & Social Sciences Reviews, 8(2), 149-158. https://doi.org/10.18510/hssr.2020.8218
Vranesevic, T., Pandza Bajs, I., & Mandic, M. (2018). Upravljanje zadovoljstvom klijenata. 2. izd. Zagreb: Accent d.o.o.
REFERENCES
Abdullah, N. N. (2019). Probing the level of satisfaction towards the motivation factors of tourism in Kurdistan Region. Scholars Journal of Economics, Business and Management, 5(6). 439-443.
Anwar, G., & Shukur, I. (2015). The impact of recruitment and selection on job satisfaction: Evidence from private school in Erbil. International Journal of Social Sciences & Educational Studies, 1(3), 4-13.
Anwar, K., & Qadir, G. H. A. (2017). Study of the relationship between work engagement and job satisfaction in private companies in Kurdistan. International Journal of Advanced Engineering, Management and Science, 3(12), 1102-1110. https://doi.org/10.24001/ijaems.3.12.3
Appaw-Agbola, E. T. & Afenyo Dehlor, S. (2011). Service quality in Ghana’s tourism industry: a perspective from tourists & hotel managers in the Volta region. World Review of Business Research, 1(5). 110-125.
Avelini Holjevac, I. (2002). Upravljanje kvalitetom u turizmu i hotelskoj industriji. Opatija: Sveuciliste Rijeci, Fakultet za turisticki i hotelski menadzment Opatija.
Collins, E. G. C., & Devanna, M. A. (2002). Izazovi menadzmenta u XXI. stoljecu. Zagreb: Mate d.o.o.
Gasparovic, V. (1996). Teorija rasta i upravljanje rastom poduzeća. Zagreb: Skolska knjiga d.d.
Juran, J. (1996). Oblikovanjem do kvaliteta. Beograd: PS Grmec – Privredni pregled.
Juran, J. M., & Gryna, F. M. (1999). Planiranje i analiza kvalitete. 3. izd. Zagreb: Mate d.o.o.
Kelly, J. M. (1997). Upravljanje ukupnom kvalitetom. Zagreb: Alexander Hamilton Institute, Potecon.
Kerum, F., & Vukovic, D. (2022). ESD conference Lisbon (Portugal). Resolving complaints in the hotel with the goal of achieving guest satisfaction. Retrieved November 04, 2022, from https://www. esd-conference.com/upload/book_of_proceedings/Book_of_Proceedings_esdLisbon2022_ Online.pdf
Kerum, F., Vukovic, D., & Hunjet, A. (2021). ESD conference Dubrovnik (Croatia). The paradox of resolving complains in the wellness center guarantees profitability. Retrieved November 04, 2022, from
Klaric, B. (1985). Rjecnik stranih rijeci. Zagreb: Nakladni zavod MH.
Kotler, P., & Keller, K. L. (2008). Upravljanje marketingom. 12. izd. Zagreb: Mate d.o.o.
Kulis, M. S., & Grubisic, D. (2010). Upravljanje kvalitetom. Split: Ekonomski fakultet u Splitu.
Lazibat, T. (2009). Upravljanje kvalitetom. Zagreb: Znanstvena knjiga d.o.o.
Markovic, S. (2005). Kvaliteta usluga u hotelskoj industriji: koncept i mjerenje. Retrieved November 04, 2022, from https://hrcak.srce.hr/181346
Mishra, T., & Sinha, S. (2014). Employee motivation as a tool to implement internal marketing. International Journal of Commerce, Business and Management, 3(5), 672-680.
Prabhu, M., Thangasamy, N., & Nawzad Abdullah, N. (2020). Analytical review on competitive priorities for operations under manufacturing firms. Journal of Industrial Engineering and Management, 13(1), 38-55
Schroeder, R. G. (1999). Upravljanjem proizvodnjom, Odlucivanje u funkciji proizvodnje. 4th ed. Zagreb: Mate d.o.o.
Skoko, H. (2000). Upravljanje kvalitetom. Zagreb: Sinergija d.o.o.
Sultan, K., Ahmed, R. R., Jafar, R., Murtaza, M. M., & Gardi, B. (2020). Corporate financial policy and its impact on sustainable capital structure: empirical evidence from Textile Firms of Pakistan, Humanities & Social Sciences Reviews, 8(2), 149-158. https://doi.org/10.18510/hssr.2020.8218
Vranesevic, T., Pandza Bajs, I., & Mandic, M. (2018). Upravljanje zadovoljstvom klijenata. 2. izd. Zagreb: Accent d.o.o.
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