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

Olivera Blagojevic Popovic, Vinko Nikic, Iva Bulatovic and Milica Delibasic

Montenegrin Journal of Economics, 2018, vol. 14, issue 1, 69-78

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.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:mje:mjejnl:v:14:y:2018:i:1:p:69-78

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