Abstract
An important factor in modern-day tourism is restaurant guests' feeling of satisfaction. Motivated by the desire to quantify this feeling and make it an operational element of recommendations for further development of one segment of restaurant tourism, this paper examines the expressed satisfaction of foreign tourists in restaurants of selected cities in the Western Balkans. The second goal of this paper is to show the extent to which local visitors and domestic tourists are satisfied with the service provided in the analysed catering facilities. Comments that are an integral part of the research part of this paper's analysis were collected from one of the most popular websites in the field of restaurant industry - Trip Advisor.
Highlights
In the digital era of the fourth industrial revolution, tourism is stretching beyond all boundaries and is becoming a global phenomenon
The complete analysis, based on the comments written by Trip Advisor website visitors, showed that Belgrade and Sarajevo are in the lead in terms of satisfaction when it comes to both domestic and foreign restaurant visitors, compared to other capitals of former Yugoslavia
Relevant literature and presented research have shown that the Trip Advisor website is often visited and used in the restaurant industry, both for reading and for writing reviews about restaurants around the world
Summary
In the digital era of the fourth industrial revolution, tourism is stretching beyond all boundaries and is becoming a global phenomenon. The topic of this paper is the assessment of the expressed degree of satisfaction of restaurant customers, both local and foreign, in the Western Balkans region, i.e., in the cities that used to be capitals of former socialist Federal Republic of Yugoslavia (SFRY) republics, and are the capital cities of the newly founded states in the region. As such, they still relate to one another in every sense, including tourism – of which restaurants are a part
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