ПЕРЦИПИРАНИ КВАЛИТЕТ ХОТЕЛСКОГ ПРОИЗВОДА: СТУДИЈА СЛУЧАЈА ГРАДСКИХ ХОТЕЛА У ВОЈВОДИНИ (СРБИЈА) – ФАКТОРСКА АНАЛИЗА
DOI:
https://doi.org/10.22190/TEME180423020VKljučne reči:
градски хотели, хотелски производ, перципирани квалитет, факторска анализа, ВојводинаApstrakt
Mноги истраживачи, као и хотелски менаџмент, бавили су се истраживањем задовољства гостију и квалитетом услуга хотелског производа. Међутим, постоји недостатак истраживања перципираног квалитета хотелског производа у Војводини и Србији, чија привреда се и даље прилагођава новим економским условима пословања, што је резултат транзиције и процеса власничке трансформације. Дакле, циљ овог истраживања је да се идентификују сви специфични фактори хотелског производа и да се укаже на неопходност њиховог јачања да би гости били задовољни пруженим услугама. Подаци су прикупљени од гостију који бораве у различитим градским хотелима у Војводини (Србија), категорисаних у распону од 1 звездице до 5 звездица. Две врсте анализа су извршене да се постигне овај циљ: истраживачка анализа фактора (ЕFА) и анализа варијансе (једносмерна ANOVA), чијом применом би се утврдио суштински утицај фактора у различитим хотелским категоријама. Рад идентификује пет главних елемената као најутицајнијих фактора на квалитет хотелског производа: рецепција, запослени, хотелски садржаји, услуге ресторана и локација објеката. Дискусија резултата истраживања указује на предлоге како унапредити хотелски производ и на неопходност специјализације хотела.
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