THE DEGREE OF CONSUMER SATISFACTION WITH HOTEL SERVICES

Abstract

The customer focus is one of the principles of quality management in organizations whose decisions, policy and strategy are based on market analysis. The results of the analysis are then used in the introduction of innovation, planning, investment in order to positioning in the market and meeting customer needs. The subject of research is the degree of consumer satisfaction with hotel services in order to determining the extent to which their quality meets customer needs and preferences. For the purposes of this paper there was conducted a research of primary and secondary materials, as well as field research in the July-August 2011. The research was conducted in hotels and B&B hotels in Novi Sad. The principal part of the paper is the analysis and description of results obtained in the study. The research results can be used by hotel managers in order to improve and adapt hotel services to market needs, as well by students.

Keywords

• consumer satisfaction
• hotel services
• research