Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
Milan Bradić,
Ljiljana Kosar,
Bojana Kalenjuk
Affiliations
Milan Bradić
University of Novi Sad, Faculty of Sciences, Department of geography, tourism and hotel management, Trg Dositeja Obradovića 3, 21000 Novi Sad, Serbia; Corresponding author: [email protected]
Ljiljana Kosar
University of Novi Sad, Faculty of Sciences, Department of geography, tourism and hotel management, Trg Dositeja Obradovića 3, 21000 Novi Sad, Serbia
Bojana Kalenjuk
University of Novi Sad, Faculty of Sciences, Department of geography, tourism and hotel management, Trg Dositeja Obradovića 3, 21000 Novi Sad, Serbia
This paper considers the problem of satisfaction of business guests with hotel brands in North America. In analysis we used the guests responses (scores) given for 12 different elements of hotel product. In order to arrive at more accurate results, monitored hotel chains are grouped into price tiers. The aim of this paper is to indicate what facilities and services the North American business guests appreciate most. Industry trends and results may be beneficial to all hoteliers, especially in business tourism segment.
