Naslov (srp)

ANALIZA UTICAJA RAZLICITIH FAKTORA NA ISKUSTVO KORISNIKA HOTELSKIH WELLNESS CENTARA PRIMENOM EXPERIENSCAPE MODELA

Autor

Marinković, Veljko
Đorđević, Aleksandar
Dimitrovski, Darko

Opis (srp)

Apstrakt. Osnovna svrha rada je analiza uticaja kvaliteta usluga u hotelskim wellness centrima na unapređenje iskustva gostiju. Kvalitet hotelskih usluga u poslovnim modelima je identifikovan kao ključni faktor uspeha u dostizanju visokog nivoa satisfakcijie gostiju. Visoka satisfakcija je preduslov lojalnosti i visokih ocena hotela na različitim portalima što doprinosi unapređenju poslovnih performansi. U poslednjih 20 godina je značajno povećan broj hotela visokih kategorija koji pružaju wellness i spa usluge što je privuklo pažnju velikog broja istraživača i analitičara koji se bave analizom hotelskog poslovanja. Cilj rada je da se identifikuju ključne komponente iskustva gostiju hotela koji posećuju njihove wellness centre, odnosno da se dođe do saznanja o tome koje komponente doprinose u najvećoj meri kreiranju pozitivnog iskustva gostiju. Istraživanje je sprovedeno na uzorku od 567 gostiju wellness centara u hotelima u Republici Srbiji. Teorijsku osnovu za kreiranje upitnika činio je Experienscape model. Ispitanici su stepen slaganja sa konstatacijama koje odražavaju komponente iskustva iskazivali na sedmostepenoj Likertovoj skali. Za potrebe analize podataka korišćena je deskriptivna statistička analiza i upareni t test. Vrednost rada ogleda se u komparativnoj analizi šest komponenata iskustva gostiju koje su preuzete iz Experienscape modela. Experienscape model je još uvek u nedovoljnoj meri empirijski testiran i kao teorijska osnova korišćen je do sada u veoma malom broju istraživanja

Opis (eng)

Abstract. The main purpose of the work is to analyze the impact of the service quality in hotel wellness centres on improving the guest experience. The quality of hotel services in business models has been identified as a key success factor in achieving a high level of guest satisfaction. High satisfaction is a prerequisite for loyalty and high hotel ratings on various portals, which contributes to the improvement of business performance. In the last 20 years, the number of high-category hotels that provide wellness and spa services has significantly increased, which has attracted the attention of a large number of researchers and analysts dealing with hotel business analysis. The goal of the work is to identify the key components of the experience of hotel guests who visit their wellness centres, that is, to find out which components contribute the most to the creation of a positive guest experience. The research was conducted on a sample of 567 guests of wellness centres in hotels in the Republic of Serbia. The theoretical basis for creating the questionnaire was the Experienscape model. Respondents expressed the degree of agreement with the statements that reflect the components of the experience on a seven-point Likert scale. For the purposes of data analysis, descriptive statistical analysis and paired t-test were used. The value of the work is reflected in the comparative analysis of six components of the guest experience taken from the Experienscape model. The Experienscape model has still not been empirically tested to an insufficient extent and has been used as a theoretical basis in a very small number of studies so far.

Jezik

srpski

Datum

2023

Licenca

Ovo delo je licencirano pod uslovima licence
Creative Commons CC BY-NC-ND 4.0 - Creative Commons Autorstvo - Nekomercijalno - Bez prerada 4.0 International License.

http://creativecommons.org/licenses/by-nc-nd/4.0/legalcode

Predmet

Keywords: hotels, wellness centers, service quality, guest experience, Experienscape model

Ključne reči: hoteli, wellness centri, kvalitet usluga, iskustvo gostiju, Experienscape model

Deo kolekcije (1)

o:28218

Ekonomski fakultet