КОМПАРАТИВНА АНАЛИЗА УТИЦАЈА КВАЛИТЕТА ХРАНЕ И КВАЛИТЕТА УСЛУГЕ НА УКУПНО ЗАДОВОЉСТВО ГОСТИЈУ КОЈИ ОЦЕЊУЈУ РЕСТОРАНЕ НА САЈТУ TRIPADVISOR
DOI:
https://doi.org/10.22190/TEME230904013KKljučne reči:
оцене ресторана, задовољство гостију, квалитет хране, квалитет услуге, TripAdvisorApstrakt
Циљ истраживања у овом раду је компаративна анализа утицаја квалитета хране и квалитета услуге на укупно задовољство гостију који оцењују ресторане на сајту TripAdvisor. Спроведеним истраживањем прикупили смо и анализирали писане коментаре и оцене гостију за 3.163 ресторана у Београду, Загребу, Љубљани, Сарајеву, Скопљу и Подгорици у петогодишњем периоду пре пандемије. Након анализе 118.884 рецензија, приказани су резултати утицаја оцена различитих атрибута ресторатерске услуге (атмосфера, квалитет хране, квалитет услуге, однос цене и квалитета) на укупно задовољство гостију, а затим и компаративна анализа утицаја квалитета хране и квалитета услуге на укупно задовољство гостију који су оцењивали посматране ресторане. Резултати истраживања показали су да у анализираним ресторанима немају сви атрибути једнак утицај на укупно задовољство гостију и да је квалитет хране, без изузетка, имао већи утицај од квалитета услуге на укупно задовољство корисника ресторана на сајту TripAdvisor током посматраног периода.
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