Legal Aspects of Consumer Protection in the Promotion of Tourist Services
Aleksandra Stanković - College of Academic Studies „Dositej”, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
Milena Cvjetković - College of Academic Studies „Dositej”, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
Milovan Cvjetković - Technical College of Academic Studies, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
DOI: https://doi.org/10.31410/tmt.2023-2024.335
Aleksandra Stanković - College of Academic Studies „Dositej”, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
Milena Cvjetković - College of Academic Studies „Dositej”, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
Milovan Cvjetković - Technical College of Academic Studies, Bulevar vojvode Putnika 7, 11000 Belgrade, Serbia
DOI: https://doi.org/10.31410/tmt.2023-2024.335
8th International Thematic Monograph - Modern Management Tools and Economy of Tourism Sector in Present Era, Belgrade, 2023/2024, Published by: Association of Economists and Managers of the Balkans in cooperation with the Faculty of Tourism and Hospitality, Ohrid, North Macedonia; ISSN 2683-5673, ISBN 978-86-80194-81-3 ; Editors: Vuk Bevanda, associate professor, Faculty of Social Sciences, Belgrade, Serbia; Snežana Štetić, full time professor, The College of Tourism, Belgrade, Serbia, Printed by: SKRIPTA International, Belgrade
Abstract: With the research presented in the study, the authors aimed to show the impact of consumer protection from a legal perspective on the promotion and satisfaction of users of tourist services. The research sample included 294 users of tourism services. The correlation analysis showed statistically significant values and indicated a significant relationship between the variables of consumer protection from a legal point of view and the variables of promotion and user satisfaction. The regression model showed that the variables of access to services and the safety of service users had the greatest individual contribution to user satisfaction. The research showed that there are statistically significant correlation values of agreement with the analyzed variables when it comes to consumers' ability to allocate funds for tourist services. The mentioned research has shown the variables whose improvement can increase the satisfaction of the users of tourist services.
Keywords: Consumer protection; Promotional means; Customer satisfaction; Tourist services
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Pencarelli, T., Gabianelli, L., & Savelli, E. (2020). The tourist experience in the digital era: the case of Italian millennials. Sinergie Italian Journal of Management, 38(3), 165-190. https:// doi.org/10.7433/s113.2020.10
Radzi, K. M., Nazri, M., & Ali, S. M. (2017). The impact of internal factors on small business success: A case of small enterprises under the FELDA scheme. Asian Academy of Management Journal, 22(1), 27-55. https://doi.org/10.21315/aamj2017.22.1.2
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Šantić, M., & Jerković, D. (2022). Digital Channels of Communication in the Promotion Function of a Tourist Destination - Tripadvisor Campaign Example of the Federation of Bosnia and Herzegovina. International Thematic Monograph: Modern Management Tools and Economy of Tourism Sector in Present Era, 153-167. https://doi.org/10.31410/tmt.2022-2023.153
Saura, J. R., Reyes-Menendez, A., & Thomas, S. B. (2020). Gaining a deeper understanding of nutrition using social networks and user-generated content. Internet Interventions, 20, 100312. https://doi.org/10.1016/j.invent.2020.100312
Tauber, V., & Bausch, T. (2022). Will COVID-19 boost sustainable tourism: Wishful thinking or reality?, Sustainability, 14(3), 1-24. https://doi.org/10.3390/su14031686
Wantara, P., & Tambrin, M. (2019). The Effect of price and product quality towards customer satisfaction and customer loyalty on madura batik. International Tourism and Hospitality Journal, 2(1), 1-9.
Zakon o zaštiti potrošača. (2021). Službeni glasnik RS. br. 88/2021. https://www.pravno-informacioni-sistem.rs/SlGlasnikPortal/eli/rep/sgrs/skupstina/zakon/2021/88/1/reg
Keywords: Consumer protection; Promotional means; Customer satisfaction; Tourist services
REFERENCES
Alalwan, A. A., Rana, N. P., Dwivedi, Y. K., & Algharabat, R. (2017). Social media in marketing: A review and analysis of the existing literature. Telematics and informatics, 34(7), 1177-1190. http://dx.doi.org/10.1016/j.tele.2017.05.008
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent business & management, 5(1), 1491780. https://doi.org/10.1080/23311975.2018.1491780
Bahadur, W., Khan, A. N., Ali, A., & Usman, M. (2020). Investigating the effect of employee empathy on service loyalty: The mediating role of trust in and satisfaction with a service employee. Journal of Relationship Marketing, 19(3), 229-252. https://doi.org/10.1080/1533 2667.2019.1688598
Bello, K. B., Jusoh, A., & Md Nor, K. (2021). Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness. Social responsibility journal, 17(8), 1116-1130. https://doi.org/10.1108/srj-01-2020-0010
Chawla, N., & Kumar, B. (2022). E-commerce and consumer protection in India: the emerging trend. Journal of Business Ethics, 180(2), 581-604. DOI: https://doi.org/10.1007/ s10551-021-04884-3
Chu, S.-C., Deng, T., & Cheng, H. (2020). The role of social media advertising in hospitality, tourism and travel: a literature review and research agenda. International Journal of Contemporary Hospitality Management, 32(11), 3419-3438. https://doi.org/10.1108/ IJCHM-05-2020-0480
Cordova-Buiza, F., Calderon-Sanchez, J., & Chuzon-Canicela, L. (2022). Tourist Satisfaction Level: Evaluation in a Peruvian Adventure Tour Operator. IBIMA Business Review, 1-11. https://doi.org/10.5171/2022.773904
Felix, R., Rauschnabel, P. A., & Hinsch, C. (2017). Elements of strategic social media marketing: A holistic framework. Journal of Business Research, 70, 118-126. https://doi.org/10.1016/j. jbusres.2016.05.001
Gardašević, J., Ćirić, M., & Carić, M. (2018). Understanding the motives for using social networks in the function of improving communication with consumers. Marketing, 49(4), 311-320. https://doi.org/10.5937/markt1804311g
Garz, S., Giné, X., Karlan, D., Mazer, R., Sanford, C., & Zinman, J. (2021). Consumer Protection for Financial Inclusion in Low- and Middle-Income Countries: Bridging Regulator and Academic Perspectives. Annual Review of Financial Economics, 13(1), 219-246. https://doi.org/10.1146/annurev-financial-071020-012008
Gunawan, I. (2022). CUSTOMER LOYALTY: The Effect Customer Satisfaction, Experiential Marketing and Product Quality. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), 35-42. https://doi.org/10.37481/jmoi.v1i1.6
Izaguirre, J. C. (2020). Making consumer protection regulation more customer-centric. Work. Pap., CGAP, Washington, DC Google Scholar Article Location.
Jaleel, A. A., Yajid, M. S. A., Khatibi, A., & Azam, S. M. F. (2021). Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives. Management Science Letters, 1845-1854. https://doi.org/10.5267/j. msl.2021.1.019
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48. https://doi.org/10.1016/j.ijhm.2017.10.015
Martinaityte, I., Sacramento, C., & Aryee, S. (2019). Delighting the customer: Creativity-oriented high-performance work systems, frontline employee creative performance, and customer satisfaction. Journal of Management, 45(2), 728-751. https://doi. org/10.1177/0149206316672532
Martínez-Navalón, J. G., Gelashvili, V., & Saura, J. R. (2020). The Impact of Environmental Social Media Publications on User Satisfaction with and Trust in Tourism Businesses. International Journal of Environmental Research and Public Health, 17(15), 5417. https://doi. org/10.3390/ijerph17155417
Nain, A., & Awasthi, A. (2021). E-Tourism: A Study of Tourist Satisfaction. International Journal of Trend in Scientific Research and Development, 5(6).
Naudet, Y., Yilma, B. A., & Panetto, H. (2018). Personalisation in Cyber Physical and Social Systems: the Case of Recommendations in Cultural Heritage Spaces. 2018 13th International Workshop on Semantic and Social Media Adaptation and Personalization (SMAP). https://doi.org/10.1109/smap.2018.8501890
Pencarelli, T., Gabianelli, L., & Savelli, E. (2020). The tourist experience in the digital era: the case of Italian millennials. Sinergie Italian Journal of Management, 38(3), 165-190. https:// doi.org/10.7433/s113.2020.10
Radzi, K. M., Nazri, M., & Ali, S. M. (2017). The impact of internal factors on small business success: A case of small enterprises under the FELDA scheme. Asian Academy of Management Journal, 22(1), 27-55. https://doi.org/10.21315/aamj2017.22.1.2
Republički zavod za statistiku. (2022). Prihodi u novcu i u naturi i lična potrošnja domaćinstava, 2022. https://www.stat.gov.rs/sr-latn/vesti/statisticalrelease/?p=13965&a=01&s=010 1?s=0101
Riestyaningrum, F., Ferdaos, E., & Bayramov, B. (2020). Customer behavior impact on international tourist's travel intention due to Covid-19. Journal of Sustainable Tourism and Entrepreneurship, 1(3), 231-243. https://doi.org/10.35912/joste.v1i3.367
Šantić, M., & Jerković, D. (2022). Digital Channels of Communication in the Promotion Function of a Tourist Destination - Tripadvisor Campaign Example of the Federation of Bosnia and Herzegovina. International Thematic Monograph: Modern Management Tools and Economy of Tourism Sector in Present Era, 153-167. https://doi.org/10.31410/tmt.2022-2023.153
Saura, J. R., Reyes-Menendez, A., & Thomas, S. B. (2020). Gaining a deeper understanding of nutrition using social networks and user-generated content. Internet Interventions, 20, 100312. https://doi.org/10.1016/j.invent.2020.100312
Tauber, V., & Bausch, T. (2022). Will COVID-19 boost sustainable tourism: Wishful thinking or reality?, Sustainability, 14(3), 1-24. https://doi.org/10.3390/su14031686
Wantara, P., & Tambrin, M. (2019). The Effect of price and product quality towards customer satisfaction and customer loyalty on madura batik. International Tourism and Hospitality Journal, 2(1), 1-9.
Zakon o zaštiti potrošača. (2021). Službeni glasnik RS. br. 88/2021. https://www.pravno-informacioni-sistem.rs/SlGlasnikPortal/eli/rep/sgrs/skupstina/zakon/2021/88/1/reg
| tmt.2023-2024.335.pdf |
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