期刊名称：Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism
印刷版ISSN：1844-2994
出版年度：2013
卷号：15
期号：15
页码：6-11
出版社："Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department.
摘要：The subject of research in this paper is the degree of consumer satisfaction with hotel services in Novi Sad, Serbia. The aim is to determine the extent to which their quality meets customer needs and preferences in order to apply these results to improve the quality of services. Methodology used in this research included a survey method, research of primary and secondary materials, statistical methods and synthetic, comparative, descriptive method. The research was conducted in hotels and B&B hotels in Novi Sad. For the purpose of this paper was conducted field research in the July-August 2011 and September-October 2012. The results obtained in this study indicate a high level of guest satisfaction with the most of services, but also the lower level than expected in terms of quality of food and drink. The research results can be used by hotel managers in order to improve and adapt hotel services to market needs, as well by students.
关键词：consumer satisfaction; hotel services; research.
