Quality of services aimed at achieving customer satisfaction

Gašević, Dragana; Vranješ, Marija; Tomašević, Dragana

doi:10.5937/etp180245g

Cited by 2 publications

(1 citation statement)

References 10 publications

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“…Achieving guest satisfaction is not an easy job for restaurants, as it is a specific, long-term and complex process [45]. A satisfied guest recommends a certain restaurant to others and in this way the most favorable and effective promotion for the restaurant is realized [46]. Creating satisfied guests gives restaurants a long-term advantage over competitors [47].…”

Section: Guest Satisfaction In Restaurantsmentioning

confidence: 99%

Guest satisfaction and loyalty in the restaurants of Serbia

Conić,

Perić,

Novaković-Božić

et al. 2023

International Review

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The aim of this research is to examine factors (price perception, food quality, staff quality and physical environment quality) that can affect guest satisfaction in restaurants in the Republic of Serbia, as well as the impact of satisfaction on guest loyalty. The theoretical model includes hypotheses, which are detailed and tested in the paper. The data was collected using a convenient sampling method, while 152 respondents participated in the research. Partial least square path analysis was used for data analysis and performed in the R programming language 4.2.5. The results show that the independent variables: price perception, food quality, staff quality and physical environment quality are positively related to the dependent variable guest satisfaction. At the same time, guest satisfaction is positively related to guest loyalty. The results of this research are suitable for practical application, as restaurant owners and managers can use them to improve satisfaction and increase guest loyalty in their restaurants. Satisfied and loyal guests return repeatedly, and this has a positive effect on success in business and ensures constant growth in the market. The research results can be used as directions for planning further activities in restaurants on the modern hospitality market, and can give strategy idea to owners and managers how to stay focused on guests, satisfy their wishes and needs, and how to make them loyal.

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Section: Guest Satisfaction In Restaurantsmentioning

confidence: 99%

Guest satisfaction and loyalty in the restaurants of Serbia

Conić,

Perić,

Novaković-Božić

et al. 2023

International Review

View full text Add to dashboard Cite

show abstract

Marketing and change management in the services sector

Dašić¹,

Ristić²,

Zlatković³

2021

Ekonomski signali

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The service sector is a key driver of the modern economy, but the area of marketing is still not sufficiently researched. Services differ from products in many characteristics, so their planning, organization and control deserve great attention. On the other hand, many marketing experts state that product brands are increasingly taking on elements of services, because customers do not view the product only as a product, but a compilation of products and services that goes with the product. The needs of modern customers are changing rapidly, and innovating services that meet the wishes and expectations of customers is a key issue.

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Quality of services aimed at achieving customer satisfaction

Cited by 2 publications

References 10 publications

Guest satisfaction and loyalty in the restaurants of Serbia

Guest satisfaction and loyalty in the restaurants of Serbia

Marketing and change management in the services sector

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