Abstract
The starting hypothesis in this work is the claim that the quality of services is the key to retaining existing and attracting new tourists. The goal is to show the level of consumers ' satisfaction with the quality of services in tourism and hospitality in the municipality of Becej and point out to any possibility of increasing the quality of services provided. In this study, we used the techniques of survey research. Respondents were passers and employees in the tourism sector in the municipality of Becej and they were asked to evaluate quality of services in tourism and hospitality and commitment of employees in tourism and catering facilities in order to better meet the needs and requirements of visitors. Based on the analysis of the dependent and independent variables, it was concluded that the quality of the tourist services in the region is not satisfactory, but that the preconditions for its improvement exists if efforts and funds are invested for this purpose. The results may be significant for providers of hotel services and contribute to the advancement of business by adapting the tourist offer and the product to the needs of guests.
Highlights
The starting hypothesis in this work is the claim that the quality of services is the key to retaining existing and attracting new tourists
The results may be significant for providers of hotel services and contribute to the advancement of business by adapting the tourist offer and the product to the needs of guests
Shvatajući značaj kvaliteta za relaciju kvalitet‒satisfakcija‒lojalnost, svako preduzeće u turizmu mora sprovoditi kontrolu kvaliteta, odnosno utvrđivati nedostatke proizvoda i usluga, kako bi se sprečile greške, te ulagati napore da se stalno uvećava kvalitet proizvoda i usluga koje konkretno turističko preduzeće nudi (Đorđijev, 2010)
Summary
Aleksandra Vujko*, Visoka poslovna škola strukovnih studija, Novi Sad, Srbija Jovana Vujnić, Visoka poslovna škola strukovnih studija, Novi Sad, Srbija Tamara Gajić, Visoka poslovna škola strukovnih studija, Novi Sad, Srbija Marko Petrović, Geografski institut "Jovan Cvijić", Srpska Akademija Nauka i Umetnostu – SANU, Srbija. Sažetak: Osnovna hipoteza od koje se krenulo u radu jeste tvrdnja da je kvalitetna usluga ključ za zadržavanje postojećih i privlačenje novih turista. Ispitanici su bili slučajni prolaznici i zaposleni u turističkom sektoru u opštini Bečej а od njih se tražilo da ocene kvaliet usluga u turističkim preduzećima i zalaganje zaposlenih u turističkim agencijama, u cilju što većeg izlaženja u susret potrebama i zahtevima turista. Na osnovu analize zavisnih i nezavisnih varjabli, došlo se do zaključka da kvalitet pruženih turističkih usluga u ovom regionu nije na zadovoljavajućem nivou, ali da preduslovi za njegovo poboljšanje postoje, ukoliko bi se uložili trud i sredstva u ove svrhe. Dobijeni rezultati mogu biti značajni za pružaoce usluga i doprineti unapređenju poslovanja kroz prilagođavanje turističke ponude potrebama turista. Ključne reči: kvalitet usluga, opština Bečej, turistička ponuda, zadovoljstvo potrošača. QUALITY OF SERVICES IN TOURISM INDUSTRY AS A MODEL OF TOURISM DESTINATION MANAGEMENT
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