Importance of Various Service Types in Hotels - Empirical Analysis

Đorđević Aleksandar (), Zečević Bojan () and Hristov Stančić Branislava ()
Additional contact information
Đorđević Aleksandar: University of Belgrade, Faculty of Economics, Belgrade Serbia
Zečević Bojan: University of Belgrade, Faculty of Economics, Belgrade, Serbia
Hristov Stančić Branislava: University of Belgrade, Faculty of Economics, Belgrade, Serbia

Economic Themes, 2016, vol. 54, issue 3, 403-423

Abstract: Hotels offer different types of services which have different impacts on the users’ satisfaction and have an influence in various extents on decision making, when it comes to the selection of hotels. As a part of research, empirical analysis based on the importance of different services which hotels provide, was conducted. The idea of research is to determine the importance of different types of services for users. The survey was conducted on a sample of 850 respondents in Serbia. The study used AHP methodology which is used in the decisionmaking process analysis and is suitable for studies defining the rank of relevance of individual elements. The obtained results presented in the study provide information such as, what services offered by hotels have the greatest importance for users. Based on the obtained results in empirical research, and by applying cluster analysis, two different segments of hotel guests are identified based on the preferred services. Segments are statistically different and can represent various targets in the hotel business policy.

Keywords: users; services; preferences; hotel; decision making; satisfaction (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://doi.org/10.1515/ethemes-2016-0020 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:vrs:ecothe:v:54:y:2016:i:3:p:403-423:n:5

DOI: 10.1515/ethemes-2016-0020

Access Statistics for this article

Economic Themes is currently edited by Marija Radosavljević

More articles in Economic Themes from Sciendo
Bibliographic data for series maintained by Peter Golla ().