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Modeling Perceived Quality, Customer Satisfaction and Probability of Guest Returning to the Destination

Author

Listed:
  • Olivera Blagojevic Popovic
  • Vinko Nikic
  • Iva Bulatovic
  • Milica Delibasic

Abstract

In the hotel industry, it is a well-known fact that, despite of quality and variety of services provided, there is a low probability that the guests will return. This research is focused on identifying the basic factors of the hotel offer, which could determine the influence on the correlation between the guests’ satisfaction and the probability of their return. The objective of the article is to explore the relationship between the guests’ satisfaction with the quality hotel services in total (including the tourist offer of the place) and the probability of his return to the same destination.

Suggested Citation

  • Olivera Blagojevic Popovic & Vinko Nikic & Iva Bulatovic & Milica Delibasic, 2018. "Modeling Perceived Quality, Customer Satisfaction and Probability of Guest Returning to the Destination," Montenegrin Journal of Economics, Economic Laboratory for Transition Research (ELIT), vol. 14(1), pages 69-78.
    • Handle: RePEc:mje:mjejnl:v:14:y:2018:i:1:p:69-78
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    References listed on IDEAS

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    1. Mustafeed Zaman & Laurent Botti & Tan Vo Thanh, 2016. "Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels," Post-Print hal-02453851, HAL.
    2. Tanford, Sarah & Jung, Shinyong, 2017. "Festival attributes and perceptions: A meta-analysis of relationships with satisfaction and loyalty," Tourism Management, Elsevier, vol. 61(C), pages 209-220.
    3. Mustafeed Zaman & Laurent Botti & Tan Vo-Thanh, 2016. "Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels," Post-Print hal-03406985, HAL.
    4. Armenia ANDRONICEANU & Cristina Raluca POPESCU, 2017. "An Inclusive Model for an Effective Development of the Renewable Energies Public Sector," REVISTA ADMINISTRATIE SI MANAGEMENT PUBLIC, Faculty of Administration and Public Management, Academy of Economic Studies, Bucharest, Romania, vol. 2017(28), pages 81-96, June.
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