Fejza, Alban (2021) АНАЛИЗА НА ЕФЕКТИТЕ ОД КВАЛИТЕТОТ НА УСЛУГИТЕ ВРЗ ЗАДОВОЛСТВОТО НА КЛИЕНТИТЕ КОН ОДРЖЛИВ РАЗВОЈ НА ТУРИЗМОТ ВО КОСОВО. Doctoral thesis, University "St.Kliment Ohridski" - Bitola.
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Abstract
Introduction - Service quality is recognized as a key factor in differentiating service products. Customer satisfaction can be ensured through high quality products and services. When these two components are good, then it is certain that will be a sustainable tourism.
Aim of the research - To analyze the relationship between service quality and customer satisfaction, to identify the main elements of service quality and customer satisfaction in the development of tourism sustainability.
Methodology - Combines descriptive quantitative and qualitative approaches to achieve their goals. The data was collected from hotel owners and clients who visited hotels in Kosovo during 2020-2021. Participants in the study were 30 hotel owners and 300 clients, visitors to these hotels.
The hotels were selected mainly based on their categorization, insisting that in the research we have hotels categorized between 3-5 stars. Customer data is obtained in two ways: from their hotel estimates, by e-mail, and from the visitor we found at the hotel in the event of an interview with the hotel owner. The collected data were processed in SPSS and presented in tabular and graphic
form. Pearson Chi square is used to test the p - value.
Results - Hotel owners generally agree that quality of service and satisfied customers are an important factor in the development of their business. Customers choose the hotel mainly online or according to their experience during the preliminary visits. The main reason for the visit was
rest and recreation, their treatment was friendly and efficient, the services were provided on time,
the cleanliness and comfort were rated as excellent as the food and drinks. They are satisfied with the Internet access and the prices of the hotels.
Conclusions - Both hotel owners and customers have made it clear that the quality of services and satisfied clients can greatly influence the development of sustainable tourism.
Keywords: tourism, service quality, satisfaction, customer
| Item Type: | Thesis (Doctoral) |
|---|---|
| Subjects: | Scientific Fields (Frascati) > Social Sciences > Other social sciences |
| Divisions: | Doctoral Dissertations |
| Depositing User: | M-r Bojan Mihajlovski |
| Date Deposited: | 30 Oct 2023 08:50 |
| Last Modified: | 30 Oct 2023 08:50 |
| URI: | https://eprints.uklo.edu.mk/id/eprint/8904 |
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